At Parmilix, we are committed to supplying high-quality spices, herbs, food products, and agricultural commodities that meet the agreed specifications and customer requirements. Due to the nature of our products and international trade practices, this Refund & Return Policy outlines the conditions under which returns, replacements, or refunds may be accepted.
By placing an order with Parmilix, you agree to this Refund & Return Policy.
1. General Policy
As many of our products are food-grade, agricultural, or perishable in nature, all sales are generally considered final once the goods have been shipped or delivered, except in the circumstances described below.
Refunds, replacements, or returns are considered only for eligible claims submitted in accordance with this policy.
2. Eligible Refund or Replacement Requests
A refund or replacement may be considered if:
- The product delivered is materially different from the confirmed order.
- The wrong product or incorrect quantity was supplied.
- The goods were damaged during transit where Parmilix is responsible under the agreed shipping terms.
- The product does not meet the agreed quality specifications, supported by appropriate documentation or inspection reports.
- The shipment cannot be completed due to an error solely attributable to Parmilix.
3. Non-Refundable Situations
Refunds or returns will generally not be accepted in the following cases:
- Change of mind after placing an order.
- Incorrect product selection by the buyer.
- Improper storage or handling after delivery.
- Damage caused after the goods have been received by the buyer.
- Delays caused by customs authorities, ports, carriers, or other third parties.
- Delays due to weather conditions, force majeure events, strikes, or government actions.
- Minor variations in color, aroma, appearance, or natural characteristics that are typical of agricultural products and remain within agreed quality specifications.
- Products that have been opened, repacked, mixed with other materials, or otherwise altered after delivery.
4. Inspection of Goods
Customers are responsible for inspecting all goods immediately upon receipt.
Any shortage, damage, or quality concern must be reported to Parmilix in writing within 7 calendar days of delivery unless a different inspection period has been agreed in writing.
Claims received after this period may not be accepted.
5. Claim Procedure
To submit a claim, please provide:
- Order or invoice number.
- Product name and quantity.
- Description of the issue.
- Photographs of the product and packaging.
- Supporting documents such as inspection reports, Certificate of Analysis (COA), or other relevant evidence, where applicable.
Parmilix may request additional information to assess the claim.
6. Claim Assessment
Upon receiving a complete claim, Parmilix will review the information and may:
- Request additional documentation.
- Arrange an independent inspection where appropriate.
- Consult with suppliers, logistics providers, or quality experts.
- Offer a replacement product.
- Offer a partial refund.
- Offer a full refund where justified.
- Reject the claim if it does not meet the conditions of this policy.
Our decision will be communicated within a reasonable period after receiving all required information.
7. Refund Process
Where a refund is approved:
- Refunds will be processed using the original payment method unless otherwise agreed.
- Bank processing times may vary depending on the payment provider and financial institution.
- Any applicable banking charges, currency conversion fees, or intermediary charges may be deducted where permitted by law or contract.
8. Return of Products
Products may only be returned with the prior written authorization of Parmilix.
Unauthorized returns may be refused.
Where a return is approved, the customer must follow the return instructions provided by Parmilix, including packaging and shipping requirements.
9. International Orders
For export shipments, the allocation of responsibility for loss, damage, insurance, and transportation shall be determined by the agreed Incoterms® specified in the purchase agreement or sales contract.
Customers are responsible for complying with all import regulations, customs requirements, and local laws in the destination country.
10. Force Majeure
Parmilix shall not be liable for delays, cancellations, or losses caused by circumstances beyond its reasonable control, including but not limited to natural disasters, pandemics, war, labor disputes, transportation disruptions, government restrictions, export bans, or customs delays