This Refund & Returns Policy ("Policy") describes the conditions under which Bluemoon Exporters accepts returns, issues refunds or replacements, and resolves disputes related to export orders. This Policy applies to business-to-business (B2B) transactions and supplements our Terms of Service. In the event of a conflict between this Policy and a signed sales contract, the signed contract prevails.
1. General Principles
Bluemoon Exporters is committed to delivering export-quality goods that meet agreed specifications. Because our products are shipped internationally in bulk quantities, returns and refunds are handled differently from consumer retail transactions. All claims are assessed on a case-by-case basis in accordance with the terms of the specific Order, applicable Incoterms, and the evidence provided.
Due to the perishable nature of certain products (agricultural goods, spices, food products) and the cost of international return shipping, we strongly encourage Buyers to:
- Request product samples before placing bulk orders
- Arrange pre-shipment third-party inspection (SGS, Bureau Veritas, etc.) at their expense
- Review and approve specifications, packaging, and labelling before production begins
- Inspect goods immediately upon arrival and document any visible damage
2. Order Cancellation by the Buyer
2.1 Before Production or Procurement
If you wish to cancel an Order before we have begun sourcing raw materials or production, you may request cancellation in writing. We will confirm whether cancellation is possible and whether any administrative fees apply. Advance payments for cancelled Orders may be refunded minus reasonable costs already incurred.
2.2 After Production Has Begun
Once production, processing, or procurement has commenced, Orders generally cannot be cancelled. If cancellation is requested at this stage, the Buyer remains liable for:
- Costs of raw materials already purchased
- Manufacturing and processing costs incurred to date
- Any non-recoverable third-party costs (inspection, certification, packaging)
Any refund of advance payments will be calculated after deducting these costs, as documented in our cancellation notice.
2.3 After Shipment
Orders cannot be cancelled after Goods have been shipped. Refund or return requests after shipment are governed by Sections 3–6 below.
3. Order Cancellation by Bluemoon Exporters
We reserve the right to cancel an Order and issue a full refund of amounts paid if:
- The product is unavailable due to crop failure, supply chain disruption, or force majeure
- We are unable to obtain required export licences or certifications
- The Buyer fails to make payment according to agreed terms
- The Order would violate export controls, sanctions, or applicable trade laws
- Fraudulent or misleading information was provided by the Buyer
In such cases, we will notify the Buyer promptly and refund any advance payments received, without liability for consequential damages.
4. Eligible Claims for Refund or Replacement
We will consider refund, replacement, or price adjustment claims when Goods:
- Do not conform to agreed specifications — grade, moisture content, purity, size, colour, or other measurable attributes differ materially from the signed specification or approved sample
- Are damaged in transit — visible damage attributable to carrier handling, supported by survey reports and photographic evidence
- Are short-shipped — delivered quantity is less than invoiced quantity, verified by weight certificates and packing lists
- Contain contamination or foreign matter — beyond acceptable tolerances stated in the specification or industry standards
- Have incorrect labelling or documentation — where errors prevent customs clearance or sale in the destination market and are attributable to our error
5. Claims Not Eligible for Refund
We generally do not accept refund or return claims for:
- Change of mind or commercial circumstances after delivery
- Minor cosmetic variations within normal industry tolerances
- Damage caused by improper storage, handling, or resale by the Buyer after delivery
- Delays caused by customs clearance, port congestion, or carrier issues beyond our control
- Goods that have been processed, repackaged, or commingled with other inventory
- Orders where the Buyer declined pre-shipment inspection when offered
- Perishable goods that have exceeded their stated shelf life due to Buyer delay in clearance
6. How to Submit a Claim
To initiate a refund or return claim, contact Kanchan within the required timeframes:
- Visible damage or short-shipment: notify us within 3 business days of arrival at the destination port or warehouse
- Quality or specification issues: notify us within 7 business days of delivery, with laboratory or survey evidence where applicable
- Hidden defects (discovered after opening sealed packaging): notify us within 14 business days of delivery with supporting evidence
Your claim must include:
- Order / invoice number and date of shipment
- Detailed description of the issue with photographs and/or video
- Packing list, bill of lading, and commercial invoice copies
- Third-party survey or inspection report, if available
- Quantity affected and estimated financial impact
- Your preferred resolution (refund, replacement, or credit note)
Send claims to Kanchan at trade@bluemoonexporters.comwith the subject line "Claim — [Order Number]". We will acknowledge receipt within 2 business days.
7. Claim Review and Resolution Process
Upon receiving a valid claim, we will:
- Review submitted evidence and request additional documentation if needed
- Conduct an internal quality review and, where appropriate, consult with our logistics partners
- Offer one of the following resolutions within 15 business days of receiving complete documentation:
- Full or partial refund to the original payment method or as a credit note
- Replacement shipment at no additional product cost (freight terms as agreed)
- Price adjustment on the current or future Order
- Rejection of claim with written explanation if evidence is insufficient
If parties cannot agree on a resolution, the dispute shall be handled in accordance with the arbitration provisions in our Terms of Service.
8. Return Shipping and Costs
Where a physical return of Goods is required and approved by Bluemoon Exporters:
- Return freight costs are borne by the party found responsible for the defect (typically the Company for confirmed quality issues; the Buyer for unauthorised returns)
- Goods must be returned in their original export packaging where possible, with full documentation
- Refunds for returned Goods will be processed within 15 business days of our receipt and inspection of the returned items
- We are not responsible for Goods lost or damaged during return transit unless we arranged the return shipment
In many cases, it is more practical to settle claims through partial refund or replacement shipment rather than physical return, particularly for bulk commodities and perishable goods.
9. Refund Method and Timing
Approved refunds will be issued as follows:
- Bank transfer (T/T): refunded to the originating bank account within 10–15 business days
- Letter of Credit: handled through banking channels per L/C terms; timing depends on the issuing bank
- Credit note:applied to future Orders at the Buyer's request, valid for 12 months from issue date
Refunds cover the product value only unless otherwise agreed. Shipping, insurance, customs duties, and bank charges are non-refundable unless the claim is solely attributable to our error.
10. Force Majeure and Non-Delivery
If we are unable to deliver Goods due to force majeure events (natural disasters, war, government restrictions, port closures, etc.), we will offer the Buyer the choice of:
- Waiting for delivery when circumstances permit, with revised timeline
- Substituting equivalent Goods at the same price, subject to Buyer approval
- Full refund of amounts paid for the undelivered portion of the Order
11. Website Inquiries and Deposits
Inquiries submitted through our website do not involve payment and therefore do not require refunds. If you have made a deposit or advance payment outside of a confirmed Order and wish to request its return, contact Kanchan with your payment reference. Unallocated deposits will be refunded within 10 business days, minus any bank transfer fees.
12. Changes to This Policy
We may update this Policy from time to time. The "Last updated" date reflects the most recent revision. Changes apply to Orders placed after the update date unless otherwise agreed in writing.
13. Contact Us
For refund requests, return authorisations, or questions about this Policy:
Kanchan — Principal Contact, Bluemoon Exporters
Plot 24, Export Promotion Zone, Mumbai 400001, India
Email: trade@bluemoonexporters.com
Phone: +91 98209 34721
Business hours: Monday–Friday, 9:00 AM – 6:00 PM IST