Refund Policy

Bulk Consignment Claim & Dispute Settlement Policy

Standardized protocols for resolving quality, quantity, and transit-related commercial issues.

Inspection Protocols and Dispute Reporting

Buyer assurance is supported by mandatory pre-shipment inspections conducted at the loading port by independent survey organizations (such as SGS or Bureau Veritas) upon buyer request. Upon consignment arrival at the destination port, buyers must conduct quality, condition, and quantity verification within 14 calendar days of discharge.

If delivered commodities deviate from contract terms or agreed Certificate of Analysis specifications, the buyer must submit written notification. This notification must include official survey reports and test results from an ISO/IEC 17025 accredited laboratory

Claim Classifications and Assessment Criteria

Valid commercial claims are categorized under three distinct headings:

Quality Non-Conformance: Verified laboratory deviation from agreed contract CoA parameters.
Physical Packing Failure: Material loss or contamination resulting directly from defective export packaging prior to loading.
Quantity Discrepancy: Verified landed weight shortfalls exceeding standard international maritime transit allowances (± 1%).

Claims originating from marine transit risks covered under ocean transport insurance (for CIF shipments) must be filed directly with the designated insurance underwriter as identified in the insurance policy documentation provided with the shipping pack.

Settlement Options and Financial Processing

Upon independent verification and acceptance of a non-conformance claim, the enterprise offers three settlement options:

Replacement Shipment: Dispatched in the next available sailing window at seller expense.
Commercial Credit Note: Applied against future bulk commodity purchases.
Monetary Refund: Wire transfer returned directly to the original purchasing bank account within 21 business days.