Refund policy
Capital One Trading & Co. ("Company", "we", "us" or "our") supplies food and other consumable products primarily to B2B, wholesale and commercial customers. Products may be supplied in bulk, plain, unbranded or customer-specified packaging, depending on the product and agreed order requirements.
Due to the nature of food and consumable products, all sales are final once an order has been processed for dispatch, subject only to the limited circumstances expressly stated in this policy and any rights that cannot lawfully be excluded under applicable law.
By placing an order, the customer confirms that they have read, understood and accepted this policy.
1. STRICT NO-RETURN POLICY
We do not accept returns of food or consumable products after delivery.
Products cannot be returned because of Change of mind/Change in business requirements/Customer no longer requiring the product/Incorrect quantity ordered by the customer/Incorrect product selected by the customer/ Unsold inventory/ Slow-moving inventory/ Customer's inability to resell the product/ Customer's cancellation of a resale order/ Customer preference/Taste, aroma, texture, colour or appearance preference/ Natural variations in the product/Packaging preference/Preference for branded packaging/ Preference for different packaging/ Any reason arising after successful delivery and acceptance of the shipment
No exchange, replacement or return will be accepted merely because the customer has changed their mind or is dissatisfied for reasons unrelated to a verified defect or Company error.
2. NO REFUND AFTER DISPATCH
Once an order has been packed, processed for dispatch or handed over to a courier, transporter or logistics provider, the order is non-cancellable and non-refundable, except where a refund is specifically required under applicable law or approved by the Company under the limited circumstances stated in this policy.
Customers are therefore required to carefully verify: Product. Quantity, Price, Delivery address, Billing details, GST details, where applicable, Packaging requirements, Any other order specifications
before confirming the order.
3. CANCELLATION BEFORE PROCESSING
A cancellation request may be considered only if received before the order has been packed or processed for dispatch.
Cancellation is not effective merely because the customer has sent a cancellation request. The Company must confirm that the cancellation has been accepted.
If an eligible cancellation is approved, the Company may refund the applicable amount after deducting any payment-processing, administrative, packaging, procurement, preparation or other costs already incurred, to the extent permitted by applicable law.
4. NO CANCELLATION AFTER PACKING OR DISPATCH
Once the Company has commenced processing an order, including procurement, preparation, packing, labelling or dispatch arrangements, the customer cannot unilaterally cancel the order.
This applies particularly to: B2B orders, Wholesale orders, Bulk orders, Special packing orders, Customer-specific orders, Orders requiring special preparation or procurement
Any exception will be entirely subject to Company approval and applicable law.
5. LIMITED REFUND ELIGIBILITY
A refund will not be provided merely because the customer requests one.
A refund may be considered only where the Company verifies that:
The Company supplied a materially incorrect product; or
A material quantity is missing due to a confirmed Company-side packing error; or
The product has a verified manufacturing or quality issue attributable to the Company; or
The order was cancelled by the Company before dispatch; or
A refund is otherwise required under applicable law.
Where appropriate, the Company may, at its discretion and subject to applicable law, provide a replacement or adjustment instead of a monetary refund.
6. DAMAGED PRODUCTS
The customer must inspect the shipment promptly upon delivery.
If the shipment is visibly damaged, the customer should:
Photograph the shipment before opening it;
Photograph the shipping label;
Photograph the damaged packaging;
Photograph the affected product;
Record the condition with the delivery personnel where possible; and
Notify the Company promptly.
The Company may reject claims where adequate evidence is not provided or where the damage appears to have occurred after delivery due to customer handling, storage or transportation.
7. QUALITY OR FOOD-SAFETY CLAIMS
If a customer believes that a product has a genuine quality or food-safety issue:
The product must not be consumed, sold, distributed, repacked or otherwise used.
The customer must immediately notify the Company and provide sufficient information and evidence for investigation.
The Company may request:
Photographs,Videos, Batch/lot details, Invoice/order information, Storage information, Delivery information, Product samples, Other relevant evidence
The Company may investigate the complaint before approving any replacement, credit or refund.
8. MISSING QUANTITY
If the customer believes that a quantity is missing from the shipment, the customer must notify the Company promptly and provide appropriate evidence.
The Company may verify the claim against:
Sales invoice, Packing records, Dispatch records, Shipment weight, Logistics records, Photographs or videos, Other relevant documentation
If a shortage is verified as a Company-side error, the Company may, at its discretion:
Supply the verified missing quantity in a subsequent shipment;
Issue an appropriate credit;
Provide a replacement; or
Issue a refund for the verified shortage.
The Company is not responsible for shortages arising after delivery due to customer handling, storage, repacking, redistribution or third-party transportation.
9. WRONG PRODUCT
If the Company has supplied a product materially different from the product confirmed in the order, the customer must notify the Company promptly.
The Company will investigate the claim.
If the error is verified, the Company may, at its discretion:
Replace the incorrect product;
Arrange another appropriate commercial resolution; or
Refund the value of the affected product.
The Company will not be responsible for an incorrect order caused by the customer selecting or communicating the wrong product.
10. UNBRANDED AND BULK PRODUCTS
Products supplied through this B2B store may be unbranded, plain-packed or supplied in bulk packaging.
Unless expressly agreed in writing before order confirmation, customers must not assume that an order includes:
Retail branding
Custom labels
Printed packaging
Specific packaging design
Individual retail units
Customer-specific artwork
Private-label packaging
A difference between the customer's expectation and the agreed packaging specification will not constitute a return or refund claim unless the Company has materially failed to supply an expressly agreed specification.
11. NATURAL PRODUCT VARIATIONS
Certain food products are naturally variable.
Variations may occur in: Colour, Texture, Taste, Aroma, Consistency, Crystallisation, Appearance, Particle size
Such natural variations do not automatically constitute defects and do not qualify for return, replacement or refund unless they represent a verified failure to meet an expressly agreed product specification or applicable legal requirement.
12. CUSTOMER STORAGE AND HANDLING
After delivery, the customer is responsible for appropriate storage, handling and protection of the products.
The Company will not be responsible for deterioration, contamination, damage or quality changes resulting from:
Improper storage
Excessive heat or moisture
Exposure to sunlight
Contamination
Improper handling
Repacking
Opening or tampering
Customer transportation
Third-party transportation arranged by the customer
Failure to follow applicable storage instructions
13. B2B AND WHOLESALE ORDERS
B2B, wholesale and bulk transactions may be subject to additional written commercial terms.
Such terms may include:
Minimum order quantity
Product specifications
Packaging
Pricing
Payment terms
Freight
Delivery
Quality specifications
Cancellation
Replacement
Claims procedure
Where specific written terms have been agreed and accepted for an order, those terms will govern that transaction to the extent permitted by applicable law.
14. REFUND METHOD
Where a refund is approved, it will ordinarily be processed through the original payment method or another appropriate electronic payment method.
The Company does not guarantee a specific timeframe for the refund to appear in the customer's account because processing times may depend on the payment gateway, bank or financial institution.
15. REFUND OF SHIPPING AND OTHER CHARGES
Shipping, freight, packaging, transaction and other charges are not automatically refundable.
Where a refund is approved, the amount refunded will be determined based on the circumstances of the claim and applicable law.
Where a product issue is attributable to the Company, the Company will determine the appropriate treatment of related charges in accordance with applicable law and the circumstances of the order.
16. CUSTOMER REFUSAL OF DELIVERY
Refusal to accept a shipment does not automatically constitute cancellation or create a right to a refund.
If a customer refuses delivery for reasons unrelated to a verified Company-side error, the Company may recover applicable transportation, return-to-origin, storage, handling or other charges from the customer, to the extent permitted by applicable law.
The original order will remain subject to this policy.
17. CLAIMS & EVIDENCE
All claims are subject to verification.
The Company may reject a claim where:
The claim is unsupported;
Required evidence is not provided;
The product has been consumed;
The product has been resold or distributed;
The product has been repacked or altered;
The product has been improperly stored;
The issue occurred after delivery;
The claim relates only to customer preference; or
The claim does not correspond with the Company's order, packing or dispatch records.
The Company may request additional evidence where reasonably necessary.
18. COMPANY'S REMEDY
Where a claim is accepted, the Company may, subject to applicable law, determine the appropriate remedy based on the circumstances, which may include:
Replacement;
Supply of missing quantity;
Credit adjustment;
Partial refund; or
Full refund for the affected product/order where appropriate.
Acceptance of one claim does not create an obligation to provide the same remedy for future orders or unrelated circumstances.
19. NO UNAUTHORISED DEDUCTIONS
Customers may not unilaterally deduct amounts from outstanding invoices, future payments or other amounts payable to the Company on the basis of a disputed return, shortage, quality claim or refund request unless such deduction has been expressly agreed in writing by the Company or is otherwise permitted by applicable law.
20. Legal Rights
Nothing in this policy is intended to exclude, restrict or waive any right, remedy or protection that cannot legally be excluded or restricted under applicable law.
Where applicable law provides a mandatory right or remedy, that right will prevail over any inconsistent provision of this policy.
21. Policy Changes
Capital One Trading & Co. reserves the right to amend this Return, Refund & Cancellation Policy from time to time.
The version published on the website at the time of the relevant order will generally apply to that order, subject to applicable law and any separately agreed written terms.
22. Contact Us
For cancellation, refund or product-related claims connect with the concerened sales person :
Please include the Order Number, Invoice Number, Company Name, Product Details and photographs/evidence wherever applicable.
Important: Submission of a claim does not constitute acceptance of liability or confirmation that a refund, replacement or credit will be provided.
