Shipping Policy

BLV Exports is a premium importer and distributor of authentic Indian food products, including rice, dals, spices, and speciality FMCG items, serving businesses across the United Kingdom. This Shipping Policy outlines our approach to delivery, logistics, and customer service standards.

We are committed to delivering your orders efficiently, safely, and professionally. This policy governs all aspects of shipping and delivery for our business-to-business (B2B) operations. We respectfully ask all customers to review this policy carefully before placing orders, as continued business with BLV Exports constitutes acceptance of these terms.

For any questions regarding this policy, please contact our Customer Service Department.

General Shipping Information

All shipments from BLV Exports are dispatched using reputable UK-based logistics partners and couriers selected for their reliability, professionalism, and food safety standards.

1. Shipping Methods

• Standard Delivery – Standard courier service suitable for non-perishable items (dals, rice, certain spices)
• Express Delivery – Expedited service for urgent orders and time-sensitive shipments
• Temperature-Controlled Delivery – Specialised logistics for perishable or temperature-sensitive products
• Pallet Delivery – Bulk and commercial orders dispatched on Euro pallets or half-pallets as appropriate

2. Shipping Costs

Shipping costs are determined based on:

• Order size, weight, and volume
• Delivery location and postcode
• Chosen delivery method
• Specific handling requirements

Exact shipping costs will be provided in your quotation and confirmed before order placement. All prices are inclusive of applicable UK VAT unless otherwise stated.

3. Delivery Coverage Across the UK

BLV Exports delivers to all parts of the United Kingdom, including:

• England (all regions and postcodes)
• Wales (all regions and postcodes)
• Scotland (all regions and postcodes)
• Northern Ireland (subject to additional handling requirements)
• Isle of Man, Channel Islands, and offshore territories (available upon request; additional charges may apply)

Please note that remote and rural postcodes may incur additional delivery charges and may require extended delivery timeframes. If your location attracts a postcode surcharge, we will notify you before confirming your order.

For deliveries to addresses outside mainland UK, please contact our sales team for a custom quotation.

4. Estimated Delivery Timeframes

Delivery timeframes are provided as estimates only and depend on multiple factors including order confirmation, processing, and courier availability. The following guide applies under normal operational circumstances:

Timeframes are calculated from the date your order is confirmed and processed by our warehouse team. Orders placed on weekends or bank holidays will be processed on the next working day.

During peak trading periods (such as festival seasons or year-end), delivery times may extend by an additional 2-3 working days. We will inform you immediately if your order is affected by exceptional circumstances.

5. Bulk & Commercial Deliveries

BLV Exports specialises in bulk and wholesale deliveries to restaurants, hospitality establishments, retail outlets, and FMCG distributors. Our bulk logistics service includes:

• Flexible delivery scheduling to accommodate your business operations
• Dedicated account management for regular bulk customers
• Pallet and mixed-pallet options for cost-effective bulk distribution
• Invoice delivery arrangements and flexible payment terms for approved business customers
• Unloading and stacking support (where requested and subject to surcharge)

Commercial customers should expect a quotation period of 2-5 working days for bespoke bulk orders. Routine bulk orders from established customers are typically processed within 3 working days of order confirmation.

All bulk deliveries are subject to vehicle and dock availability. We recommend scheduling bulk deliveries in advance where possible to ensure optimal logistics planning.

6. Shipping Delays & Liability Disclaimer

Whilst BLV Exports makes every reasonable effort to deliver orders within the estimated timeframes, we cannot guarantee delivery by any specific date or time. Our liability for delays is limited as follows:

6.1 Circumstances Beyond Our Control

BLV Exports shall not be liable for any delays caused by:

• Courier or logistics partner failures (mechanical breakdown, vehicle accidents, staffing issues)
• Weather-related disruptions (severe weather, flooding, snow, ice, extreme temperatures)
• Road conditions and traffic incidents (accidents, roadworks, congestion)
• Industrial action or strikes affecting our suppliers, logistics partners, or transport operators
• Unforeseen government actions, regulations, or restrictions (import restrictions, customs delays, border delays)
• Pandemic, epidemic, or public health emergencies and associated restrictions
• Force majeure events (natural disasters, wars, acts of terrorism, or similar extraordinary events)
• Technical failures (system outages, power failures, IT incidents affecting our systems or those of third parties)

6.2 Operational Delays

BLV Exports shall not be liable for delays arising from:

• Incomplete, inaccurate, or unclear delivery address information provided by the customer
• Customer unavailability or refusal to accept delivery
• Security checks or verification processes at the delivery location
• Additional checks, inspections, or customs clearance (where applicable)
• Requests for amended delivery details after order despatch

6.3 Liability Limitations

Our liability for any shipping delays shall be limited to refund of the applicable shipping charge only. We shall not be liable for any consequential, indirect, or special damages, including loss of business, loss of profits, loss of revenue, or reputational damage arising from delayed delivery.

If your order is delayed beyond 10 working days, please contact our Customer Service team immediately. We will investigate the cause and work with our logistics partners to trace and rectify the issue.

7. Damaged or Missing Goods

BLV Exports takes product safety and packaging integrity extremely seriously. We carefully package all orders to protect contents during transit.

7.1 Reporting Damage or Missing Items

If you receive goods that are damaged, defective, or incomplete:

• Inspect the delivery carefully upon arrival and note any visible damage to the outer packaging
• Do not discard packaging materials; these may be required for claims
• Report the issue to our Customer Service team within 48 hours of delivery
• Provide photographic evidence of the damaged packaging and product
• Provide your order number and delivery reference
• Provide details of the item(s) affected and the nature of the damage

7.2 Our Process

Upon receiving a damage or missing items claim:

• We will log your claim and assign a reference number
• We will request photographic evidence and supporting documentation
• We will investigate the matter with our courier and warehouse team (typically within 5-7 working days)
• If the claim is validated, we will issue a replacement or credit as appropriate

7.3 Claim Deadlines

All claims for damaged or missing goods must be reported within 48 hours of delivery. Claims reported after this period may not be processed. We reserve the right to reject claims that are not supported by photographic evidence or adequate documentation.

If a claim cannot be validated due to lack of evidence, customer disposal of packaging, or failure to comply with reporting procedures, BLV Exports shall not be liable for the value of the affected goods.

8. Customer Delivery Responsibilities

To ensure successful and safe delivery, customers have the following responsibilities:

8.1 Accurate Delivery Information

It is the customer's responsibility to:

• Provide accurate and complete delivery address information (street address, building number, postcode)
• Include any special delivery instructions (gate codes, intercom numbers, reception details)
• Notify BLV Exports of any changes to the delivery address before despatch
• Ensure the delivery address is accessible to courier vehicles and delivery personnel
• Confirm that the premises can accommodate the size and weight of the delivery vehicle

8.2 Delivery Point Accessibility

BLV Exports and our logistics partners are not responsible for:

• Deliveries that cannot be completed due to inaccessible, blocked, or unmapped delivery addresses
• Deliveries refused by the customer or building management
• Additional costs incurred due to the requirement for alternative delivery arrangements
• Damage caused by the customer during unloading or acceptance of the delivery

If a delivery cannot be completed due to access issues, the customer shall be liable for return costs and may incur a redelivery charge.

8.3 Signing for Delivery

An authorised representative of the customer must be present to receive and sign for the delivery. Signature serves as acknowledgement that the goods have been received in the condition stated and that the delivery is complete.

Once signed for, the goods are the customer's responsibility. Any subsequent claims regarding damage or missing items must comply with Section 7 of this policy.

9. Food Safety & Transportation Standards

As a supplier of food products, BLV Exports adheres to the highest standards of food safety and hygiene throughout our supply chain, including transportation.

9.1 Compliance Standards

All our operations comply with:

• Food Standards Act 1999 and associated Food Safety Regulations (England, Wales, Scotland, Northern Ireland)
• Food Standards Agency (FSA) guidance and requirements
• General Food Law Regulation (EC) 178/2002
• Food Safety and Hygiene (England) Regulations 2013
• Transport of Food in the UK (including temperature control requirements where applicable)

9.2 Product Integrity During Transit

BLV Exports ensures:

• All food products are packaged in food-safe, secure containers appropriate to the product type
• Perishable items are transported in temperature-controlled vehicles where required
• Non-perishable items (rice, dals, spices) are transported in clean vehicles free from contamination
• All vehicles meet UK food transport regulations and are regularly audited
• Products are protected from physical and environmental contamination during transit
• Documentation (temperature logs, tracking data, certificates of origin) is maintained and available upon request

9.3 Storage at Delivery Point

Upon delivery, it is the customer's responsibility to:

• Store products appropriately according to their nature (temperature, humidity, light exposure)
• Protect products from contamination, pests, and environmental damage
• Ensure proper rotation of stock (first in, first out principle)
• Store products in accordance with applicable food safety regulations

BLV Exports shall not be liable for product degradation, spoilage, or safety issues arising from improper storage at the customer's premises after delivery.

9.4 Certificates and Documentation

Where applicable, BLV Exports provides:

• Certificates of origin for imported products
• Food safety certifications and test results
• Allergen declarations and ingredient documentation
• Temperature logs for controlled deliveries
• Batch/lot numbering for traceability

These documents are provided to support your compliance with food safety regulations. Customers are responsible for maintaining these records and sharing relevant information with their own customers as required by law.

10. Non-Returnable Food Products Clause

Due to food safety, hygiene, and public health regulations, BLV Exports operates a strict non-return policy for all food products supplied.

10.1 Non-Returnable Items

The following items are non-returnable under all circumstances:

• Rice (all varieties: basmati, jasmine, long-grain, short-grain, brown, organic, etc.)
• Dals (all varieties: lentils, chickpeas, black-eyed peas, split peas, etc.)
• Spices (all whole and ground spices, spice blends, curry powders)
• Flour and grain products
• Pulses and legumes
• All perishable food items
• All products that have left our secure, temperature-controlled warehouse environment

This policy applies whether the product is unused, unopened, or in original packaging.

10.2 Legal Basis for Non-Return Policy

This non-return policy is implemented in accordance with:

• Food Safety Act 1999 (Section 14)
• Food Standards Agency (FSA) guidance on food safety in the supply chain
• Consumer Rights Act 2015 (which provides exemptions for food products due to safety concerns)
• Health and Safety at Work etc. Act 1974

Under the Consumer Rights Act 2015, suppliers of food products are exempt from the requirement to accept returns, as returned food products cannot be safely resold and may pose public health risks.

10.3 Limited Exceptions

The only exceptions to the non-return policy are:

• Products that arrive damaged due to courier negligence (subject to Sections 6 and 7 of this policy)
• Products that are defective due to manufacturing faults (subject to verification)
• Products that are recalled due to food safety issues (in which case we will arrange collection)

In these limited cases, BLV Exports will offer a replacement or credit note. Products will not be physically returned; instead, they will be securely disposed of in accordance with food safety regulations.

10.4 Customer Acknowledgement

By placing an order with BLV Exports, customers acknowledge and accept that:

• All food products purchased are non-returnable once delivered
• They have carefully reviewed product specifications, expiry dates, and suitability before ordering
• They understand that returns are not possible even if products are unopened or unused
• Refunds or credits are only available in cases of defect or damage (as outlined above)

11. Changes to Shipping Policy

BLV Exports reserves the right to modify, update, or amend this Shipping Policy at any time without prior notice. Changes may be implemented due to:

• Changes in UK business law, consumer protection legislation, or food safety regulations
• Updates to our logistics partnerships or courier services
• Operational improvements or changes to our service offerings
• Economic factors affecting delivery costs
• Pandemic, environmental, or emergency circumstances

The current version of this Shipping Policy is published on our website and is effective from the date stated above. Customers are responsible for reviewing the policy regularly. Continued business with BLV Exports following any policy changes constitutes acceptance of the updated terms.

We will endeavour to communicate significant policy changes to established business customers via email, but this is not a requirement. It remains the customer's responsibility to ensure they are aware of the current policy.

12. Contact Information

For enquiries, complaints, or requests relating to this Shipping Policy, please contact BLV Exports using the details below:

All complaints and claims must be submitted in writing (email or post) with supporting documentation. We will acknowledge receipt of your communication within 2 working days and provide a substantive response within 10 working days.

This Shipping Policy is intended for general information purposes only and does not constitute legal advice. For specific legal enquiries, please consult an appropriate legal professional. BLV Exports is committed to fair trading practices and compliance with all applicable UK business and consumer legislation.