Packet Remedy Protocol

Ledger revised: 02 September 2026

1. When we review a claim

Because foil packets are moisture-sensitive, raise a claim within 48 hours of delivery for:

• Wrong variety or pack size versus the invoice.
• Packets that arrived crushed, wet, or clearly unfit for sowing after transit damage.
• Confirmed non-delivery when a courier marks the parcel delivered.

2. Outside the protocol

• Minor scuffs, natural seed colour variation, or grade-normal size differences.
• Delays caused by unreachable phones or incomplete addresses.
• Packets opened, sown, or discarded before a claim is logged.

3. How to open a remedy ticket

Use Track & Support with your order number, a short description, and clear photos of outer packaging plus affected packets. The atelier desk aims to reply within two business days.

4. Outcomes

Approved claims may receive a partial refund, a replacement dispatch (stock permitting), or store credit — chosen at our discretion based on the evidence.