Return & Claims Policy
We operate primarily in **B2B bulk and containerized shipments**. Returns are exceptional and require prior authorization (RMA). Most issues are resolved by **inspection, replacement, or commercial credit** aligned with contract and Incoterms.
- Claim windows: visible damage/shortage on receipt; quality within 7 days of delivery
- RMA required: do not dispatch goods back without written authorization
- Non-returnable: bulk vessels, custom SKUs, opened/compromised packaging, dangerous goods
Policy at a Glance
Details & Eligibility
Pre-Shipment Inspection
We encourage buyer or third-party inspection (SGS/BV) **before loading**. Discrepancies are corrected on the spot by rework or lot replacement.
Change/Cancellation
Possible **before** production cut-off or booking window. After allocation, changes may incur actual costs (e.g., packing, booking amendments).
| Scenario | Window | What to do |
|---|---|---|
| Visible damage / shortage on arrival | Immediately on receipt | Note on CMR/BL or delivery note; take photos; keep packaging; notify Support the same day. |
| Concealed damage (not visible at handover) | Within 72 hours | Document with photos/video; keep pallets/seals; notify Support; inspection may be arranged. |
| Short/over delivery | On receipt | Cross-check against packing list/BL; annotate discrepancy; notify Support with counts and photos. |
Incoterms define risk transfer; remedies are aligned with the agreed term and transport documents.
Window
Submit quality claims **within 7 calendar days** of delivery with supporting COA, sample photos and storage conditions.
Evaluation
We review production records, lot traceability and lab results. A joint or third-party re-test can be arranged if needed.
Resolution
Depending on findings: **replacement shipment**, **partial/total credit**, or **rework on site** when practical.
Non-Returnable Goods
Returns are **not accepted** for bulk vessels, customized SKUs/specs, opened or compromised packaging, expired goods, or goods stored improperly.
Dangerous Goods
Regulated chemicals and hazardous materials cannot be returned. We will work on a compliant remedy (credit/replacement) if a validated claim exists.
Unauthorized Returns
Goods sent back **without an RMA** may be refused. Always obtain written authorization and return instructions first.
Form of Remedy
We prioritize **replacement** or **commercial credit**. Refunds are considered if replacement is not feasible within a reasonable time.
Fees & Freight
If the claim is validated and attributable to us, we cover reasonable return/replacement logistics as agreed in writing. Otherwise, costs are buyer’s responsibility.
Timing
Credits/refunds are processed after receipt of documentation (and, if applicable, returned goods/RMA inspection).
How to File a Claim (RMA)
- Notify Support: use /contact with your order/lot number and a short summary.
- Provide evidence: photos/video, COA/packing list, timestamps, storage conditions, and delivery annotations (if any).
- RMA issued (if applicable): we’ll share return instructions, address and handling requirements. Do not ship back without RMA.
- Resolution: replacement, rework, credit or refund per investigation and contract terms.
FAQs
Can I return bulk vessel cargo?
No. Bulk vessels are non-returnable. Remedies are handled by inspection, rework, replacement lots or commercial credit.
Who pays freight for a return?
If the claim is validated and attributable to us, we cover reasonable logistics per written agreement. Otherwise freight is buyer’s responsibility.
What’s the claim deadline for quality issues?
Within 7 calendar days from delivery. Please submit promptly so we can investigate while evidence is fresh.
Do you accept partial returns?
Case-by-case with RMA and only for unopened, intact pallets/packaging; not applicable to customized SKUs or regulated goods.
Need help with a shipment?
We’ll review documents and evidence and get back with the fastest remedy.