# Returns and claims policy

> How shortages, damage, quality claims, cancellations and credits work on wholesale orders from RBS Sweets companies.

Source: https://rbs-sweets.com/refund-policy

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## Returns and claims policy

RBS Sweets companies. Effective September 11, 2026

### Shortages and damage in transit

Check the delivery against the advance ship notice and the carrier paperwork at receipt. Note any shortage or visible damage on the delivery receipt before signing, and tell us within 5 business days with the purchase order number, the invoice number and the noted paperwork. Confirmed shortages and transit damage are credited in full.

### Quality claims

Quality claims are made within the product's stated shelf life, with the lot and date code from the case and, where possible, a photograph and a retained sample. We will investigate against our production records and issue a credit or replacement for confirmed claims. Product stored or handled outside the conditions stated on the case is excluded.

### Returns

Food products are not returnable for convenience. Returns are accepted only by prior written authorization, with a return authorization number issued by us, and only for product still within shelf life and in its original unopened case. Authorized returns of saleable product may carry a restocking charge.

### Cancellations and changes

An accepted order may be cancelled or changed at no charge before production is scheduled. Once scheduled, you are responsible for materials and labor already committed. Custom, private-label and made-to-order runs cannot be cancelled once production has started.

### Credits and deductions

Approved claims are issued as a credit memo against your account and shown on your next statement; we do not refund to a card or bank account except where a payment was taken in error. Please wait for the credit memo rather than deducting an unapproved amount from a payment — an undocumented deduction is worked as an open balance and delays the claim.

### Claim questions

Contact us before adjusting a payment: [info@raddpayments.com](mailto:info@raddpayments.com) or (413) 200-0634, Monday to Friday, 8:00 AM to 5:00 PM Eastern. We will match the invoice to its purchase order and shipment record within one business day.