Complaint and Return Policy

goal

The purpose of this policy is to provide clarity to our customers regarding complaints and returns procedures, with the company's commitment to:

• Maintain customer satisfaction.
• Respond quickly to complaints presented.
• Investigate the root cause of complaints and take appropriate action.
• Meet the deadlines established to respond to all complaints.

Communication

Our employees are trained to register and forward complaints to the responsible department. Better Beef Refrigerator offers a toll-free telephone number for customer service, and customer service will not result in any additional charges. Our attendants are professionals trained and qualified to provide a quality service, using clear language. Service channels: E-mail: [email protected] Telephone: (18) 3265-9510 Extension 9690 (Quality Sector) / Extension: 9568 (Commercial Sector) People with hearing or speech impairments can get in touch through our “Contact Us” website at https://betterbeef.com.br/contato/ The company has a technical team prepared to investigate and analyze the cause of the deviation in order to clarify customer service. Emphasizing that the product labels have the company's data to facilitate consumer/company contact as well as on the company's website, always seeking to solve problems and clarify doubts from consumers/clients.

Receiving complaints and root cause analysis procedure

All complaints received are forwarded to the responsible department, which collects detailed information about the complaint, including the reason for dissatisfaction, information about the product and the attendant involved. Complaints are registered and forwarded to the Quality Management. Management carefully analyzes the information and investigates the root cause of the reported deviation. After receiving a complaint, we commit to providing a response to the customer within 7 working days. The complaint opinion is recorded internally and shared with the customer. It is important to highlight that the claimed product cannot exceed its expiration date.

Control of the complaints handling process:

All actions are recorded in the Internal Complaint and Return Handling Procedure, which is reviewed annually or as necessary to ensure the effectiveness of our complaints handling policies. All data is processed internally and monitored on a graphical panel that contributes to the continuous improvement of the process. Required information from consumers and/or retailers/wholesalers:

• The consumer must provide complete contact information.
• The complaint report must be detailed to facilitate the investigation.
• Evidence, such as photos of the product, code, nomenclature, photos of the packaging and label, are essential to investigate the possible causes of deviation.
• The returned product must be in the original packaging and contain the internal label (we do not accept manipulated or split products, such as steaks, ground meat, cubes or bait).
• It is important to provide the tax coupon and information about the establishment where the product was purchased and/or proof of purchase for a preliminary assessment of diversion and tracking of the product.

Complaint and product withdrawal request form for retail markets and wholesale networks

In cases where the return does not occur at the time of purchase/delivery, but after the consumer's vehicle leaves the customer's establishment, it is necessary to organize the collection order within a period of up to 10 days from the day of delivery. After the seller fills out the “Complaint and withdrawal request form” spreadsheet, it is sent to the Quality Control team who will evaluate the information and traceability involved. After analysis, an opinion will be given to each case, which may be acceptable, unacceptable or require a technical visit.

Comments

• The request for a technical visit may be requested by sales or quality control.
• We will not accept returns after 10 days of delivery (the customer must register their complaint within a maximum period of 10 days after receiving the order).
• We will not accept products without primary and secondary packaging, nor manipulated or fractionated products, such as steaks, ground meat, cubes or bait.
• We will not accept products in black packaging or uncharacterized packaging that is not the primary and secondary packaging used by Frigorífico Better Beef.

Review and update of the internal Complaint and Return Procedure:

If the complaint and return procedure is updated or revised, this will be carried out annually or when there is a need to update or identify new risks or dangers to the safety of the final product. Please visit our website www.betterbeef.com.br regularly to check for any updates or changes to our Complaints and Returns Policy.

Last revision date: 02/06/2023.