Cancellation & Refund Policy

This policy applies to payments made to EcoPoly Impex LLP ("EcoPoly", "we", "us") — including online payments processed through our payment partner Razorpay — for sample fees, advance payments, and invoice payments relating to export orders. As a B2B exporter of agricultural products, our transactions are governed by written quotations, proforma invoices, and sales contracts. Where a signed contract states different cancellation terms, the contract prevails.

• Before production/procurement begins: orders may be cancelled with a full refund of any advance paid, less payment-gateway and bank charges actually incurred. • After production/procurement has begun: cancellation is possible only with our written agreement. Costs already incurred (raw material, processing, packing, certification, booked freight) will be deducted from any refund. • After goods have been dispatched: orders cannot be cancelled. The transaction is then governed by the agreed Incoterms® and sales contract.

Sample fees are refundable if we are unable to dispatch the requested sample. Once a sample has been dispatched, the sample fee is non-refundable. Courier charges, where billed, are non-refundable once the shipment is booked.

We may cancel an order if we are unable to fulfil it (e.g. crop failure, regulatory restriction, force majeure) or if payment is not received per the agreed terms. If we cancel an order for reasons not attributable to the buyer, all amounts paid for that order — including advances — will be refunded in full.

Given the nature of export shipments, physical returns are generally not practical. Quality claims must be notified in writing within 15 days of the goods arriving at the destination port, supported by photographs and, where relevant, an independent inspection/survey report (e.g. SGS). If a claim is verified and the goods do not meet the agreed specification, we will — at our discretion and as agreed with the buyer — replace the goods, issue a credit note, or issue a partial/full refund for the affected quantity. Minor natural variations in colour, aroma, or texture inherent to agricultural products do not constitute a defect.

• Duplicate payment: if you are charged more than once for the same invoice or sample fee, the duplicate amount will be refunded in full. • Failed payment where the amount was debited: such amounts are normally auto-reversed by the payment gateway/bank. If the reversal does not appear within 7 business days, contact us with the transaction reference and we will take it up with Razorpay.

• Approved refunds of online payments are processed back to the original payment method through Razorpay within 7 business days of approval. • Once processed, the amount typically reflects in your account within 5–10 business days, depending on your bank or card issuer. • Refunds of bank-transfer (T/T) payments are made to the originating bank account. International bank charges, where deducted by intermediary banks, are outside our control. • Refunds are made in the currency of the original payment; we are not responsible for exchange-rate differences between payment and refund dates.

Email sales@ecopolyimpex.in from your registered email with: • Your order / proforma invoice / payment reference • The reason for cancellation or the refund request • Supporting documents for quality claims (photos, inspection report) We acknowledge requests within 2 business days and communicate a decision within 7 business days.

EcoPoly Impex LLP 63H, 4th Street, Palanipuram, Bhavani Erode, Tamil Nadu — 638 301, India Email: sales@ecopolyimpex.in Phone: +91 93618 06455