Cancellation & Refund Policy

Document Version: 2.1 | Effective Date: March 2026

At IMPEXSHIPS PRIVATE LIMITED, we strive to ensure that all B2B and logistics transactions are transparent, reliable, and secure. We recognize that in international and domestic trade, order adjustments and cancellations can occasionally occur. This Cancellation & Refund Policy outlines the rights, responsibilities, and procedural requirements for both buyers and sellers operating within our marketplace ecosystem.

1. Order Cancellation Mechanics

1.1 Immediate Cancellations: Buyers may submit a cancellation request immediately after order placement. If the request is submitted within 2 hours of payment confirmation, it may be processed automatically, provided the seller has not yet accepted the order or commenced fulfillment operations.

1.2 Post-Processing Cancellations: Once an order status is updated to "Processing", "In Transit", or "Fulfillment Initiated", cancellation requests cannot be unilaterally approved by ImpexShips. Such requests must be escalated to the respective seller and are subject to the seller's discretion and potential restocking fees.

1.3 Platform Initiated Cancellations: ImpexShips reserves the absolute right to cancel any order flagged by our risk assessment algorithms for potential fraud, KYC non-compliance, or violations of international trade sanctions. In such events, a full refund will be processed immediately.

2. Return Eligibility & Conditions

Returns in a B2B marketplace require substantial logistical coordination. Returns are generally accepted under the following strict conditions:

• Product Mismatch: The delivered goods substantially deviate from the published specifications, HS code, or agreed-upon samples.
• Damaged in Transit: Goods arrive severely damaged. (Note: Depending on the Incoterms selected during purchase, the liability may fall on the buyer's insurance provider rather than the seller).
• Shortages: The delivered quantity is significantly lower than the invoiced quantity.
• Timeframe: All disputes regarding quality, damage, or quantity must be filed via the ImpexShips Resolution Center within seven (7) calendar days of the verified delivery timestamp.

3. Non-Returnable & Non-Refundable Categories

Due to the nature of global trade, certain product categories and service fees are strictly non-refundable:

• Perishable goods, temperature-sensitive items, and agricultural commodities.
• Custom-manufactured, made-to-order, or branded OEM/ODM products.
• Hazardous materials and chemicals.
• Platform service fees, logistics orchestration fees, and executed customs brokerage charges.

4. Refund Processing Timelines & Modes

Once a refund is officially approved by the ImpexShips Dispute Resolution team (in consultation with the seller):

4.1 Processing Duration: It typically takes 6 to 8 business days for the refund to be processed and credited back to the buyer.

4.2 Source of Credit: Refunds are strictly routed back to the original source of payment (e.g., the specific corporate credit card, Razorpay escrow account, or registered bank account) used during the checkout process. We do not support refunds to alternate bank accounts to comply with Anti-Money Laundering (AML) directives.

4.3 Currency Fluctuations: For cross-border transactions, the refunded amount may differ slightly from the original purchase amount due to daily currency exchange rate fluctuations. ImpexShips is not liable for exchange rate discrepancies.

5. Dispute Escalation

If an amicable resolution cannot be reached between the buyer and the seller, either party may escalate the dispute to the ImpexShips Arbitration Board. Both parties must submit binding evidence, including commercial invoices, bills of lading, unboxing videos, and independent inspection reports. The decision of the Arbitration Board shall be final and binding on both parties concerning the release of funds.