Return and Refund Policy

As a dedicated supplier of raw materials, we maintain strict quality control processes to ensure you receive exactly what you ordered. Due to the sensitive nature of raw materials and the chain of custody required for industrial use, all sales are final. We generally do not accept returns, exchanges, or refund requests.

However, we understand that exceptional circumstances can occur. We will accept a claim for return or replacement under two specific conditions.

Valid Grounds for a Claim

You may submit a claim if your order meets one of the following criteria:

1. Physical Damage Upon Delivery: The materials or their immediate packaging suffered physical damage during transit that compromises the integrity or usability of the product.
2. Quality Non-Conformance: The materials fail to meet the specific quality standards, grades, or technical specifications formally agreed upon at the time of purchase.

Reporting Timeframes

To ensure a fair and accurate investigation, you must report issues immediately after receiving your shipment.

• For Physical Damage: You must report the issue within 48 hours of delivery. You must also note any visible damage on the Bill of Lading or delivery receipt before signing for the shipment.
• For Quality Non-Conformance: You must report the issue within 72 hours of delivery.

If you fail to notify us within these timeframes, we will consider the materials accepted in full compliance with the contract, and you waive the right to reject the shipment.

Required Documentation

To file a claim, please contact your account manager in writing and provide the following documentation:

• Your purchase order number and the delivery date.
• Clear, high-resolution photographs or videos showing the physical damage or defect.
• A copy of the signed delivery receipt noting the damage (if applicable).
• For quality disputes, provide a detailed description of the non-conformance. You must also include objective evidence, such as independent laboratory test results or internal quality control reports, demonstrating how the material fails to meet the agreed-upon specifications.

Inspection and Verification Process

Once we receive your complete claim documentation, our Quality Assurance team will begin the verification process. We aim to review all initial claims within five business days.

During this time, we require you to hold the disputed materials in a secure, climate-controlled facility. Do not use, alter, or dispose of the materials. We reserve the right to request physical samples of the defective material or dispatch an inspector to your facility to assess the claim in person.

Resolution Options

If our inspection validates your claim, we will work with you to resolve the issue swiftly. We do not issue cash refunds. Instead, we offer the following resolutions based on material availability and your operational needs:

1. Material Replacement: We will arrange for the retrieval of the rejected materials and expedite a replacement shipment that meets all original specifications at no additional cost to you.
2. Credit Note: If a replacement is not feasible or desired, we will issue a credit note for the value of the affected materials. You can apply this credit toward future purchases.

We value our partnership and remain committed to supplying the high-quality materials your operations require. If you have any questions regarding this policy, please reach out to our support team before placing your order.