Packet Remedy Policy

Cascade revision: 14 September 2026

1. Remedy window

Because foil packets are moisture-sensitive, remedy tickets must open within 36 hours of the first successful delivery scan. We investigate:

• Wrong variety or pack size versus the invoice line.
• Packets that arrived wet, crushed, or unusable for sowing due to transit damage.
• Courier “delivered” status with no parcel received after verification.

2. Outside remedy scope

• Cosmetic scuffs, natural mottling, or minor grain variance within the same grade.
• Missed deliveries caused by unreachable phones or incomplete addresses.
• Packets opened, sown, or discarded before a ticket is logged.

3. Filing a ticket

Use Track & Support with your order reference, a short incident note, and clear photos of the carton and affected sachets. The ion care desk acknowledges within two business days.

4. Outcomes

Approved remedies may include a proportional refund, replacement dispatch (stock permitting), or store credit — selected by the seed desk based on evidence and inventory.