Last Updated: March 2023
Agrosugarexports.com (“we,” “us,” or “our”) specializes in bulk exports of sugar and agro-commodities to global buyers. Due to the nature of our products and international trade regulations, we adhere to strict policies for refunds and returns. Please review this policy carefully before placing an order.
1. Eligibility for Refunds or Returns
We accept returns or issue refunds only under the following circumstances:
- Quality Defects: Products received are damaged, contaminated, or do not meet the agreed specifications (e.g., ICUMSA rating, packaging).
- Shipping Errors: Incorrect product or quantity shipped due to our error.
- Documentation Issues: Failure to provide legally required export/import documentation (e.g., certificates of origin, phytosanitary certificates).
To be eligible, you must:
- Notify us in writing (email to [sales@agrosugarexports.com]) within 7 business days of receiving the shipment.
- Provide photographic/video evidence of the issue (e.g., damaged goods, incorrect product).
- Preserve the goods in their original packaging until a resolution is agreed.
2. Non-Refundable Situations
- Orders canceled after the shipment has been dispatched.
- Minor discrepancies in weight/quantity (≤2% variance, as per international trade standards).
- Buyer’s failure to comply with import regulations (e.g., customs clearance delays, unpaid duties).
- Changes in market prices after order confirmation.
3. Return Process
- Request Approval: Contact our team with evidence of the issue. We will investigate and approve/deny the return within 5 business days.
- Shipping Instructions: If approved, we will provide a return shipping address and method.
- Costs: Return shipping is at the buyer’s expense unless the error was ours.
- Timeline: Goods must be returned within 14 days of approval.
- Refund Issuance:
- Refunds are processed within 10 business days of receiving and inspecting the returned goods.
- Refunds apply only to the product cost (excluding original shipping, taxes, or duties).
4. Replacements
If the issue is due to our error, we may offer a replacement shipment at no additional cost instead of a refund.
5. Late or Missing Refunds
If you qualify for a refund but haven’t received it within 15 business days:
- Check your bank account or payment method again.
- Contact your payment processor (e.g., bank, PayPal).
- If unresolved, email us at [support@agrosugarexports.com].
6. Policy Updates
We reserve the right to modify this policy at any time. Changes will be effective immediately upon posting to this page.
7. Contact Us
For questions about returns or refunds:
- Email: info@agrosugarexports.com
- Phone: +55 1197508 0574
- Address: Av. Presidente Juscelino Kubitschek, Sao Paolo, Sp 04543 – 011, Brazil
Important Notes
- All transactions are subject to Incoterms 2020 (e.g., FOB, CIF) agreed upon in the sales contract.
- Buyers are responsible for inspecting goods upon delivery and reporting issues promptly.
- Agrosugarexports.com is not liable for losses due to delays caused by customs, weather, or third-party logistics.