Refunds and Cancellations Policy

1. Before you order

Price, product, variety, specification, quantity, packing, Incoterm, payment terms and shipment period are confirmed in a written quotation or proforma invoice.

Before a lot is allocated or packed, we confirm the specification with you. Rice, wheat, maize and flour are agricultural products, so the contract should state the agreed values and tolerances for points such as moisture, broken grains, foreign matter, grain length and admixture. Pre-shipment checks are made against those values. On request we can share photographs or video of the packed goods and container loading before dispatch.

2. Payment terms

Our usual payment arrangements are:

• Standard orders: an advance by T/T (telegraphic transfer) or bank transfer, as stated in the quotation.
• Balance: usually payable against a copy of the Bill of Lading or other shipping documents, as agreed.
• Larger orders: an irrevocable letter of credit (L/C) at sight may be accepted by agreement.
• Trial or small orders: 100% advance payment may be required.

The exact advance percentage, currency, bank details, charges and due dates are stated in the quotation for each order. If you ever receive a message asking you to pay into different bank details, call us on +91 98503 03814 to confirm before paying.

3. Samples

Sample terms are confirmed when you request them. Unless agreed otherwise in writing, the buyer pays the courier charges for samples.

Where a sample fee is charged, it is non-refundable if no order follows. If you place a confirmed order, the sample fee may be credited against that order, as stated in the quotation.

A sample represents the type and quality of a lot. Natural variation in agricultural produce means bulk shipments are measured against the written specification, not against a single sample alone.

4. Cancelling an order

Grain is procured, milled, sorted, packed and booked for each order, often with private-label bags. What happens on cancellation therefore depends on how far the order has progressed and the costs already incurred.

Before procurement or packing begins

You may ask to cancel in writing before we have procured, allocated or packed goods for your order. We will calculate any documented costs already incurred, such as bag printing, sampling, testing or booking charges, and refund the advance after deducting them. Cancellation takes effect once we acknowledge it in writing.

After procurement or packing begins

Once goods have been procured, allocated, milled to your specification, packed in your bags or booked for shipment, there is no automatic right to cancel, unless the law requires it or we agree in writing. If you ask to cancel, we will assess the goods already prepared, supplier commitments, packing materials, freight bookings and other documented costs. Any settlement or refund will be agreed in writing.

Advance payments

Where a cancellation and refund are agreed or required, we deduct only documented costs properly attributable to the order, and return the balance. Nothing in this policy allows a deduction or forfeiture that applicable law prohibits.

If we cannot supply

If we cannot supply the goods as agreed — for example because of crop failure, a change in government export rules or another event outside our control — we will tell you promptly and agree the next step in writing, which may include a revised shipment date, substitute product or refund of amounts paid for goods not supplied.

5. If goods do not match the agreed specification

If the goods you receive do not match the specification in the contract, please:

• Email everriseexports@gmail.com within 7 calendar days after the goods are discharged at the destination port, unless the contract sets a different period.
• Include your order or invoice number, a description of the problem, and photographs or video of the goods, bags and container where available.
• Point to the part of the agreed specification that is not met and explain how the goods differ.
• Where possible, arrange a joint or independent survey at destination, and keep the affected goods and packaging until we advise next steps.

Where a pre-shipment inspection certificate was agreed in the contract (for example from an independent inspection agency at the loading port), that certificate is normally the reference for quality and quantity at the time of loading, unless the contract says otherwise. Changes caused after loading by transit conditions, storage at destination or handling outside our control are assessed against the agreed Incoterm and insurance.

We will review the claim against the contract, inspection reports and our loading records, and aim to respond within 7 calendar days of receiving sufficient information.

Remedy for a confirmed claim

Where we confirm the goods do not meet the agreed specification, the usual remedy is a price adjustment or credit note for the agreed amount against the affected quantity. We will confirm the remedy in writing. If that is not appropriate or lawful in the circumstances, we will agree an alternative required by the contract or law, which may include a refund.

Returns

Returning bulk grain internationally is rarely practical, because of freight costs, customs and phytosanitary rules and the perishable nature of food products. Please do not return or destroy goods without our written instructions. If a return is agreed because a confirmed problem is our responsibility, we will bear the reasonable return costs as agreed in writing.

6. Transit loss or damage

Risk of loss or damage in transit is decided by the agreed Incoterm, the shipping documents and applicable law. For example, on FOB or CFR terms risk generally passes to the buyer once goods are loaded on board at the Indian port; on CIF terms we arrange cargo insurance for the buyer’s benefit.

If loss or damage is discovered on arrival, notify the shipping line, the insurer and us promptly, note it on delivery documents, and arrange a survey before the goods are moved. This policy does not replace rights or procedures under the shipping contract or cargo insurance.

7. How refunds are paid

Approved refunds are normally returned by bank transfer to the account the payment came from, subject to banking rules, foreign-exchange regulations and applicable law. We aim to initiate approved refunds within 7 working days. Receipt may take longer because of intermediary banks, currency conversion and compliance checks.

We bear our own bank charges. Intermediary and receiving bank charges are handled as agreed with you. For security, we may verify your identity and bank details before sending a refund.

8. Complaints and disputes

Please raise concerns early so we can resolve them commercially.

• Contact us by email at everriseexports@gmail.com, or call or WhatsApp +91 98503 03814.
• Share the details: order number, correspondence, the agreed specification, inspection or survey reports, and the outcome you are seeking.
• Review: we aim to respond within 7 calendar days of receiving sufficient information.
• Written resolution: any agreed remedy, settlement or change is recorded in writing.

If a dispute cannot be resolved, the dispute clause in the order contract applies. Where there is none, the governing law and courts in our Terms of Use apply.

9. Contact