📜 PapaExport.com

Return, Refund, and Cancellation Policy

(Version: 1.1 | Effective Date: [17th January 2025])
Jurisdiction: Republic of India

1. Preamble

This Return, Refund, and Cancellation Policy (“Policy”) is formulated, enacted, and enforced by PapaExport.com, a digital export facilitation platform operated by Zspeedo Global Solutions Pvt Ltd, a company duly incorporated under the Companies Act, 2013, with its principal place of business at Ahmedabad, hereinafter referred to as “Company”, “We”, “Us”, or “Our”.

This Policy applies to all commercial transactions undertaken through PapaExport.com by registered business entities, including but not limited to Indian Supplier (“Sellers”) and global importers (“Buyers”). It outlines the permissible scope, procedures, and conditions under which cancellation, refund, and post-payment recourse may be sought, with due compliance to applicable provisions of the Indian Contract Act, 1872, the Information Technology Act, 2000, and international trade practices under Incoterms®, as may be applicable.

2. Scope of Applicability

This Policy governs:

• Pre-shipment order cancellations initiated by Buyers;
• Payment obligations linked to advance payment or deferred settlement structures;
• Return or refund claims arising from proven supplier breach or delivery failure;
• The role of PapaExport.com as a neutral, good-faith conciliator in extreme dispute scenarios;
• And limitations on liability post-inspection and shipment.

It shall apply only in exceptional cases, where evidence-backed commercial breaches occur, and not for routine order modifications, buyer-side indecision, or post-shipment dissatisfaction unrelated to confirmed specifications.

3. Cancellation Rights and Limitations

3.1 Buyer-Initiated Cancellations within Grace Period

Any Buyer who places a confirmed order on PapaExport.com may, at their sole discretion but with strict adherence to the provisions herein, elect to cancel such order within a non-extendable window of twelve (12) hours from the moment of confirmation of said order. In such an event, provided that no production has commenced and no third-party services (including inspections or documentation) have been procured by the Seller, the Buyer shall be entitled to receive a refund of one hundred percent (100%) of the order value, after deduction of bank charges and any transactional levies imposed by financial intermediaries.

3.2 Post-Grace Cancellation Bar

Any cancellation request submitted after the lapse of twelve (12) hours from order confirmation shall be deemed invalid, and the Buyer shall irrevocably forfeit the right to cancel the order, irrespective of whether production has begun or not. The Company reserves the right to reject any post-grace cancellation attempt without further justification.

4. Advance Payment and Default Enforcement

4.1 Order Fulfilment Timeline and Buyer Obligations

In scenarios wherein a Buyer has remitted partial or advance payment toward a commercial order, and the Seller has, in reliance thereon, commenced manufacturing, packaging, quality verification, or compliance procedures (including third-party inspections if opted), the Buyer shall be unconditionally obligated to settle the remaining outstanding amount within fourteen (14) calendar days from the issuance of readiness notification via PapaExport.com or its authorized channels.

4.2 Breach and Forfeiture

Failure by the Buyer to honour the remaining payment obligation within said 14-day period shall constitute a material breach of contract, and the Company shall be entitled to:

• Cancel the order automatically without further notice;
• Release the Seller from further obligations;
• And retain the advance payment as liquidated damages, without any liability to refund the same.

5. Product Inspection, Quality Monitoring, and Buyer Customization

5.1 Buyer-Requested Inspection Protocol

At the time of order placement, Buyers may opt to engage:

• Third-party inspection agencies of international repute;
• In-process or post-process product quality monitoring;
• Custom compliance certifications or checklists.

Such inspection preferences must be explicitly indicated at checkout, and shall form an integral part of the commercial agreement.

5.2 Binding Inspection Reports

Where any inspection has been duly conducted and a report issued, said report shall be deemed conclusive, non-contestable, and binding. No return, refund, or replacement shall be entertained post-inspection approval unless supported by incontrovertible evidence of misrepresentation or fraud.

6. Irrevocability of Shipment and Return Restrictions

Due to the nature of B2B cross-border trade and associated regulatory constraints, PapaExport.com maintains a strict no-return policy once goods are:

• Shipped and dispatched through freight carriers;
• Certified through any Buyer-requested inspection;
• Or transferred to customs control for export clearance.

Returns shall be permissible only in extreme cases, such as complete non-delivery, verified fraudulent substitution, or proven failure to manufacture.

7. Non-Delivery and Refund for Ready-to-Export Goods

7.1 Delivery Guarantee for Ready-to-Export Listings

For listings marked as “Ready to Export”, where goods are in stock and advertised as immediately dispatchable, non-receipt of goods within fifteen (15) calendar days from payment confirmation—excluding delays caused by customs, regulatory bodies, strikes, Force Majeure, or logistical bottlenecks—may entitle the Buyer to lodge a claim for financial compensation not exceeding ten percent (10%) of the invoice value.

7.2 Seller Non-Performance in Advance Orders

In cases where a Seller fails to initiate production or fails to fulfil the order within a reasonable period despite receiving advance payment, and provided that PapaExport.com holds the funds in escrow or a secure intermediary account, the Buyer shall be entitled to a full refund, less administrative or bank processing charges.

8. Refund in case of Damage or Loss During Transit:

The Papaexport.com acknowledges responsibility for the condition of goods while in transit. All shipments are insured through every segment of the transit process. In the event that the shipment is damaged, lost, or otherwise compromised during transportation, the Buyer must notify the Papaexport within [insert timeframe, e.g., 48 hours] of receipt or expected delivery date. Upon such notification, the Papaexport will arrange an inspection and initiate a claim with the insurance provider. The Papaexport will cooperate fully with the insurance company to recover any losses incurred. Subject to verification and insurance settlement, the Papaexport shall either arrange for replacement of the goods or issue a full refund to the Buyer. Any refund issued will be contingent upon the insurance claim outcome. The Papaexport’s liability for any loss or damage during transit is limited to the value of the goods as purchased. The Buyer agrees to cooperate with all reasonable requests related to the claim process, including providing photographic evidence of damage or loss.

9. Dispute Mediation and Conciliation Framework

9.1 Mediation Trigger

In cases where a dispute arises post-shipment or during order fulfilment, and the issue relates to:

• Gross deviation from committed specifications;
• Non-receipt of goods despite shipping evidence;
• Misrepresentation in documents or inspection reports—

PapaExport.com shall, upon receipt of a formal complaint, initiate a conciliation process between Buyer and Seller.

9.2 Procedure and Enforcement

The Conciliation Team shall:

• Examine contracts, commercial invoices, shipping documents, and inspections;
• Conduct digital interviews or written representations from both parties;
• Issue a reasoned determination within ten (10) business days.

9.3 Binding Effect

Any settlement, compensation award, or refund granted by the Conciliation Team shall be final and binding on both parties, unless both parties explicitly agree to arbitration under Indian Arbitration and Conciliation Act, 1996.

10. Exclusion of Liability

PapaExport.com shall not be held liable for:

• Product quality, trade compliance, or performance guarantees of Sellers;
• Delay or seizure of goods by Indian or international customs authorities;
• Force Majeure events, port closures, or governmental embargoes;
• Acts, omissions, or fraud committed by third-party logistics providers or inspection agencies.

All claims against Sellers must be backed by written agreements, documents submitted through the platform, and valid evidence as per Indian Evidence Act, 1872.

11. Governing Law and Jurisdiction

This Policy and all matters arising from it shall be governed by and construed in accordance with the laws of the Republic of India.

12. Contact and Legal Support

For legal questions or claim assistance, please contact:
📧 legal@papaexport.com
📍 Legal Department, PapaExport.com, [Registered Office Address]