Acceptance and returns

1.1. Upon receipt, the Buyer checks the number of packages and units, assortment, completeness, packaging, visible damage, expiry date, labelling, documents and any applicable temperature conditions.

1.2. A discrepancy is recorded before acceptance is completed: the quantity actually accepted and a comment are stated for each item; where possible, photographs of the packaging, label, batch, expiry date and damage are attached.

1.3. Signing acceptance without discrepancies confirms the result of the inspection reasonably available at that time, but does not deprive the Buyer of claims concerning latent defects or other breaches that could not reasonably have been identified immediately.

2.1. The following may be reported through the Platform, among other matters:

• a shortage, surplus or other quantity discrepancy;
• a mix-up, incorrect assortment or incorrect goods;
• incompleteness or missing accessories or mandatory documents;
• damage, another quality defect, or improper containers or packaging;
• an expired or unacceptably short remaining shelf life;
• a breach of temperature, labelling or another mandatory requirement;
• another defect described with specificity.

2.2. Goods of proper quality may be returned only where the parties' contract provides for this or the Supplier agrees to it.

2.3. The available remedy depends on the type of breach and the terms of the particular supply:

• in the event of a shortage, the Buyer may require delivery of the missing quantity or refuse the delivered goods and payment for them and, if payment has been made, demand a refund; acceptance of the actual quantity with a price reduction is documented by agreement of the parties;
• in the event of a surplus, the Buyer notifies the Supplier and preserves the surplus goods pending instructions within a reasonable time; subsequent collection by the Supplier, acceptance and payment by the Buyer, or another arrangement is documented separately and is not treated as a quality-defect claim;
• in the event of an assortment discrepancy, the Buyer selects an option provided by Article 421 of the Civil Code: accept the conforming goods and reject the rest; reject all goods; require replacement of the non-conforming goods; or accept all goods subject to an agreed price;
• where accessories or documents are missing, the Buyer sets a reasonable period for their delivery and, if that period expires without result, may refuse to accept the goods unless the contract provides otherwise;
• where goods are incomplete, the Buyer may require a proportionate price reduction, completion within a reasonable time or replacement with complete goods, or may refuse performance and demand repayment of the amount paid;
• where containers or packaging are improper, the Buyer may require the goods to be placed in proper containers or packaging, require replacement of the containers or packaging, or assert the applicable remedy available for goods of improper quality;
• for quality defects not disclosed by the Supplier, the Buyer selects a remedy provided by Article 428 of the Civil Code: a proportionate price reduction; free rectification within a reasonable time; reimbursement of rectification costs; replacement of the goods; or refusal to perform the contract and repayment of the amount paid.

2.4. The “other” category does not automatically create a right to any form of resolution. The parties first classify the breach and the applicable remedy under the law, the contract or a separate agreement. The selected reason and remedy are preserved as immutable terms of the original request; any change is documented as a new version of the proposal or a separate agreement of the parties supported by reproducible evidence.

2.5. For a supply contract, special rules on making up short delivery, prompt replacement of goods of improper quality or completion, procurement from third parties at the Supplier's expense, and withholding payment or demanding repayment apply only in the cases and subject to the conditions of Articles 464 and 471–473 of the Civil Code. A Platform status does not broaden those grounds.

3.1. The first 7 calendar days after completion of the Order are the Platform's operational target for timely processing. After that period, a request may still be created in the interface, but it is marked as late and referred for individual legal review; this does not shorten any warranty or claim period under the Civil Code.

3.2. The Buyer notifies the Supplier of an identified breach without undue delay and within the period established by law, a mandatory requirement or the supply contract.

3.3. Time limits for quality-defect claims are determined, among other things, by Article 430 of the Civil Code, the warranty, the shelf life and the contract. Expiry of the interface window or closure of a request or Order status does not itself shorten those periods.

3.4. If request creation is temporarily unavailable for a technical reason, the claim is sent to the Supplier using the contact details in the document, with a copy to support; where possible, the Operator links the communication to the Order.

4.1. The Buyer selects the items, quantity, reason, remedy applicable to that reason, description and up to five photographs. The interface must not offer an incompatible combination of reason and remedy. A request may not exceed the quantity supplied after deducting quantities in earlier requests that have not been withdrawn or finally rejected.

4.2. A photograph is not the only admissible evidence. Depending on the dispute, electronic documents, correspondence, an act, a laboratory report, temperature data, video and other admissible information may be considered.

4.3. Individuals must conceal unnecessary personal data in attachments and must not upload documents unrelated to the dispute.

5.1. These Rules describe remedies available under the law, but until the Operator issues a separate notice, the pilot interface supports only refusal to perform the contract in respect of the reported goods, their actual physical return to the Supplier and repayment of the amount paid for them. Any other applicable remedy is not lost: the parties document and perform it directly outside the interface, and a technical copy may be linked to the Order through support.

5.2. Monetary performance in the pilot interface is recorded only as a direct bank transfer from the Supplier to the Buyer, with a mandatory number or other identifier of the payment document. A Platform status does not evidence movement of funds without separate banking evidence and the Buyer's confirmation.

5.3. Set-off, cash settlement, price reduction and non-monetary forms of performance cannot be marked in the interface as a completed resolution. They may be enabled only after a separate legal and accounting review, configuration of the applicable source and tax documents, and publication of the updated process.

6.1. The Supplier accepts the original request for the stated quantity and selected remedy, rejects it with a specific reasoned ground, or sends a separate counter-proposal concerning quantity, remedy, time or method of performance. The counter-proposal is preserved as a new immutable version and takes effect only after the Buyer's express acceptance; it does not retrospectively alter the original request.

6.2. After 3 calendar days without a decision, the Buyer may escalate the request to the Operator. A rejected request may also be escalated or closed.

6.3. The Supplier's silence does not itself constitute admission of a claim unless a different result is expressly established by contract or law.

7.1. The Operator reviews Platform data, may request explanations and may issue a non-binding recommendation to the parties or record the absence of agreement. The result of a technical escalation determines only the status and the next available process within the service; it does not finally determine the parties' civil rights and obligations.

7.2. The Operator does not conduct a binding quality examination and does not replace a court. A party may submit a direct claim, engage an expert and apply to a competent court regardless of the Platform status.

8.1. Reverse logistics is initiated only where the agreed remedy entails physical return, replacement, repair, repackaging or other collection of the goods. A price reduction, delivery of a missing quantity and reimbursement of substantiated expenses do not, in themselves, require return of the goods.

8.2. Where collection is required, the Buyer confirms that the goods are ready, and the Supplier agrees the time and method and records the start of transport and receipt. In the case of replacement, delivery of the replacement goods is recorded separately; in the case of repair, receipt, work performed and return are recorded.

8.3. Until handover, the Buyer preserves the goods, packaging and batch identifiers under conditions preventing deterioration. The risk and cost of return transport are determined by the reason for the breach, the contract and the law.

8.4. Dangerous or perishable goods, or goods prohibited from re-entering circulation, are handled under special sanitary and other mandatory rules and are not returned automatically.

9.1. For a remedy expressed in monetary terms, the amount is calculated using the Order price snapshot, with the discount and previously resolved quantity applied proportionately. For repair, replacement, completion, delivery of missing quantities and other non-monetary remedies, the subject matter, quantity, period and actual performance are recorded separately.

9.2. A refund, set-off, price reduction or other adjustment is not deemed completed merely because the Platform status changes. The parties document taxes, adjustment documents and recognition of the business transaction in accordance with applicable requirements and the approved accounting matrix.

9.3. The remedy selected by the Buyer is preserved in the request and displayed to the parties throughout the process. After actual performance, the Supplier states the applicable method of resolution and attaches or retains with the parties supporting documents; for non-monetary performance, describing the method does not replace an act of replacement or repair or another source accounting document. The Buyer separately confirms actual performance, after which the request is treated as resolved.

9.4. A “resolved” status is not created solely by the Supplier's promise; the Buyer confirms it. The parties retain separate payment and accounting documents.

10.1. A return act is created only upon an actual physical return and after the Supplier has recorded receipt of the goods. A price reduction, completion, delivery of a missing quantity, repair, reimbursement of expenses, replacement or agreed destruction is evidenced by a confirmation appropriate to that event, rather than a fictitious return act.

10.2. The immutable version of the relevant document contains its number, the parties, links to the Order and request, items, quantity, reason, agreed remedy, actual performance and applicable amounts. The mandatory particulars of a source, tax or other accounting document are determined by legislation and the approved accounting model.

10.3. A PDF is a visual copy. To have the status of an electronic document, the document must be authenticated by a digital signature and supplied with a verification package; otherwise, it is a contractual electronic record of the Platform.

11.1. A claim to the Supplier is sent using the Supplier's details stated in the Order. A technical copy may be sent to webberdyev@gmail.com, stating the Order number and excluding unnecessary personal data.

11.2. The claim must describe the parties, Order, goods, breach, discovery date, remedy sought, amount and attached evidence. The sender retains proof of delivery.