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Refund Policy - Kexor Global Pvt. Ltd.

Refund Policy

Refund, Return & Trade Liability Policy

Company Name: Kexor Global Private Limited

Effective Date: January 22, 2026

Scope: Domestic & International Trade (Import/Export)

1. Introduction & General Commitment

At Kexor Global Private Limited, we are dedicated to supplying premium quality spices, snacks, savouries, eco-friendly disposables, and apparels. We strive for perfection in every shipment. However, given the complexities of international logistics, this policy outlines the specific conditions under which refunds, returns, and replacements are handled.

Important Note

For international orders, this policy operates in conjunction with the Incoterms® 2020 specified in your Proforma Invoice or Sales Contract.

2. Inspection & Claims Window

Due to the perishable nature of food products and the time-sensitivity of international shipping:

  • Timeframe: The Buyer must inspect all goods immediately upon arrival. Any claim regarding damage, quantity shortages, or quality discrepancies must be reported to Kexor Global within 48 hours of delivery.
  • Documentation: Claims must be supported by:
    • • Clear photographs/video of the external packaging (showing shipping marks).
    • • Close-up photos of the damaged product.
    • • The Batch Number or Lot Number (for food items).
    • • A copy of the Delivery Receipt (with damages noted, if applicable).

Important

Failure to report within 48 hours constitutes acceptance of the goods as delivered.

3. Liability & Incoterms® 2020 (Transit Damage)

Liability for goods in transit is determined by the agreed-upon Incoterms® 2020. Below is a summary of the most commonly used terms and where the risk transfers from seller to buyer:

A. Ex Works (EXW)

Risk Transfer: Risk passes to the buyer once goods are made available at the seller's premises (e.g., factory, warehouse).

Refund/Replacement Policy: Under EXW terms, Kexor Global Private Limited is not liable for any damage or loss occurring after the goods have been made available for collection. The buyer is responsible for all risks from that point onward.

B. Free On Board (FOB) / Free Carrier (FCA)

Risk Transfer: Risk passes to the buyer once goods are loaded on board the vessel (FOB) or handed over to the carrier nominated by the buyer (FCA).

Refund/Replacement Policy: Kexor Global is responsible for the goods until they are loaded on board (FOB) or delivered to the carrier (FCA). Any damage or loss during transit thereafter is the buyer's responsibility. Claims must be filed with the buyer's freight forwarder or carrier.

C. Cost, Insurance, and Freight (CIF / CIP)

Risk Transfer: Risk passes to the buyer once goods are loaded on board the vessel (CIF) or handed to the first carrier (CIP). However, the seller arranges and pays for insurance during transit.

Refund/Replacement Policy: Under CIF/CIP terms, although Kexor Global arranges insurance, the buyer must file claims directly with the insurance provider for any transit damage or loss. We will provide all necessary documentation to support your claim.

Note

The seller is not liable for damage during transit; claims must be pursued with the insurance company.

4. Product-Specific Return Guidelines

Different rules apply to our diverse product categories due to hygiene, safety, and shelf-life constraints.

A. Spices, Snacks & Savouries (Perishables)

  • Return Policy: Due to strict food safety and hygiene regulations, we do not accept physical returns of food items once they have been dispatched.
  • Quality Disputes: If the product is found to be defective (e.g., spoilage, infestation, or non-compliance with the Certificate of Analysis), Kexor Global will issue a Refund or Replacement without requiring the return of the goods, provided the defect is proven via photos or an independent lab report.

B. Eco-Friendly Disposables

  • Return Policy: Returns are accepted only if the items are in their original, unopened master cartons.
  • Hygiene: We cannot accept returns of loose or opened packs due to contamination risks.

C. Apparels

  • Return Policy: Apparels may be returned within 14 days of receipt.
  • Condition: Items must be unworn, unwashed, and in original condition with all tags attached.
  • Exclusions: Customized or Private Label apparel orders are non-refundable unless there is a manufacturing defect.

5. Manufacturing Defects vs. Transit Damage

It is vital to distinguish between a "Defect" (Kexor's fault) and "Damage" (Carrier's fault).

Issue Type Definition Remedy
Manufacturing Defect
The product was made incorrectly (e.g., wrong spice blend, unsealed snack packs, stitching error).
Kexor Global accepts full liability. We will issue a Refund or Replacement regardless of the Incoterm.
Transit Damage
The product broke during shipping (e.g., crushed boxes, water damage in container, temperature abuse).
Liability depends on Incoterm. (See Section 3). Refunds are generally handled via Insurance Claims.

6. Return Shipping Costs

  • Defective Goods: If the return/replacement is due to a Manufacturing Defect or Error by Kexor Global, we will bear the cost of shipping the replacement or refund the return shipping costs.
  • Change of Mind (Non-Defective): For non-defective Apparels or Disposables, the Buyer is responsible for all return shipping costs (DDP - Delivered Duty Paid) to our warehouse in India. A 20% restocking fee may apply.

7. Order Cancellations

  • Before Dispatch: Orders may be cancelled without penalty if the request is received before the goods have been packed.
  • After Dispatch: Once the shipment has left our facility, the order cannot be cancelled. It must be treated as a return (if eligible) upon arrival.
  • Custom Orders: Orders involving private labeling (OEM) cannot be cancelled once production has commenced.

8. International Customs & Duties

  • Documentation: Kexor Global guarantees to provide all agreed-upon export documentation (Phytosanitary Certificates, Certificate of Origin, etc.).
  • Seizures: Kexor Global is not responsible for refunds if goods are seized, destroyed, or returned by customs due to:
    • • Regulations in the destination country that the Buyer failed to disclose.
    • • The Buyer's failure to pay import duties or taxes.

9. Refund Processing

Once the claim is verified and approved, we will offer one of the following solutions based on mutual agreement:

a. Replacement

A new shipment of the damaged quantity will be sent at our expense.

b. Bank Transfer / Refund

If a direct refund is required, full or partial refund for the damaged goods will be processed within 7-10 business days to the original bank account used for payment.

c. Credit Note

This is our preferred method for B2B clients. The refund amount is credited to your account and deducted from your next invoice with Kexor Global.

Contact Support

To initiate a claim, please email our support team with your Invoice Number and Evidence.

Kexor Global Private Limited