Shipping, Cancellation, Return & Refund Policy

1. Shipping & Delivery

1.1 Modes of Transit

Depending on the nature, volume, destination, urgency, and agreed terms of the order, goods may be shipped through:

• Sea freight
• Air freight
• Express courier services
• Postal or other authorized logistics services

The mode of transportation will be determined in accordance with the mutually agreed commercial terms and shipping requirements.

1.2 Order Processing & Delivery Timelines

Order processing will generally commence upon confirmation of the order, receipt of the agreed advance payment or other payment specified in the sales contract, and approval of artwork, product specifications, packaging details, or other required information, where applicable.

Processing and delivery timelines may vary depending on product availability, order quantity, customization requirements, sourcing or procurement, production schedules, documentation, logistics, and destination-country requirements.

Delivery terms shall be governed by the Incoterms® specifically agreed between the buyer and EthnoIndia Exports Private Limited, including, where applicable, FOB, CIF, DDP, or other mutually agreed terms.

1.3 Duties, Taxes & Customs Charges

Unless expressly agreed otherwise in writing, the buyer shall be responsible for applicable import duties, customs duties, local taxes, customs clearance charges, destination handling charges, port or terminal charges, and other destination-country charges or statutory levies.

The buyer is also responsible for providing accurate documentation and information required for customs clearance in the destination country.

1.4 Tracking & Transfer of Risk

Where tracking is available, shipment tracking details will be provided to the buyer after dispatch. The transfer of risk relating to loss, damage, or other shipment-related incidents shall be determined in accordance with the Incoterm® agreed for the relevant order.

Buyers are advised to inspect shipments carefully immediately upon delivery and, where appropriate, obtain a delivery receipt or carrier/surveyor report documenting any visible damage.

2. Order Cancellation

2.1 Standard Orders

Cancellation requests for standard orders must be submitted in writing within 24–48 hours of placing the order, or before production, sourcing, procurement, packaging, or other order-related activities have commenced, whichever occurs earlier.

Cancellation requests received after such activities have commenced may not be accepted.

2.2 Custom & Bulk Orders

Orders involving customized products, custom designs, private-label products, special packaging, bulk quantities, made-to-order products, or special sourcing/procurement requirements generally cannot be cancelled once production, sourcing, procurement, or other order-specific work has commenced.

2.3 Cancellation Charges

Where a cancellation is accepted before dispatch, applicable administrative, sourcing, procurement, production, packaging, banking, payment-processing, or transaction-related charges may be deducted from the amount eligible for refund.

Any balance refund, where applicable, will be determined after evaluating the costs already incurred in connection with the order.

3. Return & Replacement Policy

3.1 B2B & Export Orders

EthnoIndia Exports Private Limited primarily operates on a B2B and export basis. Due to the nature of international freight, customs procedures, cross-border transactions, and associated logistics costs, standard returns or exchanges are generally not accepted.

However, claims may be considered where products are defective, damaged during transit, incorrectly supplied, or materially different from the specifications agreed in writing. All such claims are subject to verification and approval.

3.2 Inspection & Claim Window

The buyer must inspect the shipment immediately upon arrival. Claims relating to transit damage, shortage, incorrect product, visible defect, or significant quality issue must be reported in writing within 48–72 hours of delivery.

Claims submitted after this period may not be accepted unless otherwise agreed in writing.

3.3 Documentation & Proof

To process a return, replacement, damage, shortage, or quality claim, the buyer may be required to provide clear photographs of the products and packaging, video or photographs taken during unboxing, images of shipping labels and outer packaging, details of the affected quantity, purchase/order documentation, and applicable surveyor or carrier/shipping-line damage reports.

EthnoIndia Exports Private Limited reserves the right to request additional information or evidence where necessary to evaluate a claim.

3.4 Non-Returnable Items

• Customized products
• Private-label products
• Made-to-order products
• Specially sourced products
• Perishable items, where applicable
• Products damaged due to improper handling, storage, installation, use, or care by the buyer
• Products altered, modified, repaired, or otherwise handled after delivery without prior written approval

4. Refund Policy

4.1 Refund Eligibility

Refunds or credit notes may be considered only for an approved cancellation made before production, sourcing, or procurement has commenced, or an approved claim involving defective, damaged, incorrect, or otherwise eligible goods.

All refund claims are subject to verification and approval.

4.2 Resolution Options

• Product Replacement: Replacement of approved defective, damaged, or incorrect products may be provided in a subsequent shipment, subject to availability and mutually agreed terms.
• Credit Note: A credit note may be issued for an eligible claim and applied against a future order.
• Monetary Refund: A monetary refund may be provided where mutually agreed and approved by EthnoIndia Exports Private Limited.

The final resolution will depend on the individual circumstances of the claim and the terms agreed with the buyer.

4.3 Refund Processing

Approved monetary refunds will generally be processed within 7–14 business days from the date of final approval. Where possible, refunds will be issued through the original payment method or by bank transfer, subject to applicable banking and regulatory requirements.

4.4 Non-Refundable Charges

Unless otherwise expressly agreed in writing, shipping, freight, insurance, customs duties, import taxes, destination handling, port/terminal, and other third-party logistics or statutory charges already incurred are generally non-refundable.

5. Force Majeure

EthnoIndia Exports Private Limited shall not be held responsible for delays, interruptions, damage, or failure to perform its obligations where such circumstances arise from events beyond the Company's reasonable control.

Such events may include natural disasters, floods, earthquakes, cyclones or other severe weather, fire, war, civil unrest, governmental restrictions, port congestion, customs holds or inspections, shipping-line delays, transportation disruptions, strikes or labour disruptions, epidemics or pandemics, regulatory changes, or other unforeseen events beyond the reasonable control of the Company.

In such circumstances, EthnoIndia Exports Private Limited will make reasonable efforts to communicate with the buyer and facilitate shipment or order completion as circumstances permit.

6. Important Notice for International Buyers

International buyers are responsible for ensuring that the ordered products may be legally imported into their respective countries and comply with applicable local laws, customs regulations, product requirements, labeling requirements, and import restrictions.

Buyers should consult their local customs authorities or relevant regulatory agencies, where necessary, before placing an international order.

Unless specifically agreed in writing, EthnoIndia Exports Private Limited does not assume responsibility for delays, additional costs, rejection, seizure, or other consequences arising from destination-country import restrictions or customs requirements.

7. Policy Updates

EthnoIndia Exports Private Limited reserves the right to modify or update this Shipping, Cancellation, Return & Refund Policy from time to time to reflect changes in its business practices, applicable laws, regulations, logistics requirements, or commercial procedures.

Any updated version will be published on this page with the revised "Last Updated" date.

The policy applicable to a particular order shall be read together with the applicable quotation, proforma invoice, purchase order, sales contract, and agreed Incoterms®, where applicable.

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