Refunds and cancellations.

This policy covers orders confirmed in writing and samples. It sits alongside our Terms. We have not yet fixed every term below: where a decision is still open it is marked, and we have not made up a deadline or an amount in its place.

Everything here is subject to the written quotation for your order. If the quotation says something different, the quotation applies.

Before you order

• Prices, specifications, minimum order quantities and lead times are confirmed in a written quotation. Nothing on the website is an offer to sell.
• We confirm the specification with you before production starts, and we check the goods against the agreed specification before dispatch: quantity, size, weight and visual quality.
• On request we send photos or video of the packed lot before it ships.

Payment terms

• 30–50% advance by T/T (bank transfer) with the order.
• The balance against a copy of the Bill of Lading.
• An irrevocable letter of credit at sight is accepted for larger orders.
• Trial and small orders are paid 100% in advance.

The exact split is stated in your quotation.

Samples

• Samples are paid, and you pay the courier charges.
• The sample cost is adjusted against your first confirmed order.
• If you do not place an order, is the sample fee refunded? TODO (owner) owner decision: refundable or not

Cancelling an order

Our goods are usually made or allocated for your order, so when you cancel matters.

• Before production or allocation starts: TODO (owner) owner decision: can the buyer cancel, and on what terms?
• After production or allocation has started: TODO (owner) owner decision: can the buyer cancel, and on what terms?
• The advance payment if an order is cancelled: TODO (owner) owner decision: refunded, partly refunded, or kept?

If we cannot supply the goods as agreed, we will tell you promptly and agree the next step with you in writing.

If the goods do not match what we agreed

If the goods you receive do not match the specification in your quotation or purchase order:

1. Email southwestexports@gmail.com and tell us. You must do this within TODO (owner) owner decision: how many days after delivery.
2. Send photos or video, the order number, and what is different from the agreed specification.
3. We compare what you report with the written specification and with our pre-dispatch check, and reply within TODO (owner) owner decision: how many days.
4. If the goods do not match, we put it right by: TODO (owner) owner decision: replacement, credit note, refund, or the buyer's choice.
5. If goods have to come back, return shipping is paid by: TODO (owner) owner decision: who pays.

Loss or damage after the goods have passed to you under the agreed Incoterm (for example, during sea freight after FOB Nhava Sheva) is dealt with under that Incoterm and your cargo insurance, not under this policy.

How a refund is paid

TODO (owner) owner decision: method (same T/T route), timing, and who bears bank charges

If we disagree

1. Talk first. Most problems are solved by a call or an email with the photos and the agreed specification in front of us both.
2. Write it down. If we cannot agree, send us a written complaint with the order number and what you want us to do.
3. We answer in writing with what we found and what we propose.
4. If it is still not settled, the governing law and courts in our Terms apply: TODO (owner) governing law (lawyer to confirm); TODO (owner) courts (lawyer to confirm).

Contact

Email southwestexports@gmail.com or message +91 9511855778 on WhatsApp.