Overview
This Return & Refund Policy explains the general practices of PT. Nanda Food And Agriculture, operating as Nanda Food Export, regarding returns, claims, replacements, and refunds for food and agricultural products supplied to our customers.
Because many of our transactions involve international B2B orders, bulk quantities, food products, agricultural commodities, and products prepared or packaged according to customer requirements, returns and refunds are evaluated according to the circumstances of each transaction and the terms agreed with the customer.
Return Eligibility
Products are not automatically eligible for return solely because a customer changes their mind after an order has been processed, prepared, dispatched, or delivered.
A return, replacement, refund, credit, or other appropriate resolution may be considered where there is a verified issue with the supplied products, including:
- Products materially different from the agreed order or specification
- Incorrect products or quantities supplied
- Products received in a materially damaged condition
- Verified quality or conformity issues attributable to the supplied products
Non-Returnable Products
Due to the nature of food and agricultural products, certain products may not be suitable for physical return after delivery, particularly where product safety, quality, storage conditions, contamination risk, shelf life, or regulatory requirements could be affected.
Custom-made, specially processed, private-label, customized packaging, or made-to-order products may also be non-returnable unless otherwise agreed in writing or a verified issue exists with the supplied goods.
Reporting an Issue
Customers should inspect the shipment and products as reasonably practicable after receipt and contact us promptly if there is a suspected shortage, damage, incorrect product, or quality or conformity issue.
To help us evaluate a claim, customers may be asked to provide relevant order information and reasonable supporting evidence, such as photographs, shipping documents, packaging information, batch or lot information, or other documentation relevant to the reported issue.
Claim Review
Each claim will be reviewed based on the circumstances of the order, available supporting information, shipping conditions, agreed product specifications, and applicable commercial terms.
Submitting a claim does not automatically guarantee a return, replacement, refund, or credit. We may request additional information where reasonably necessary to investigate the reported issue.
Returns
Products should not be returned without prior authorization from Nanda Food Export. If a physical return is considered necessary and approved, return arrangements and responsibilities will be communicated to the customer.
Depending on the product, destination, condition of the goods, applicable regulations, and logistics requirements, an alternative resolution may be more appropriate than physically returning the products internationally.
Refunds, Replacements and Other Resolutions
If a claim is accepted after review, an appropriate resolution may include replacement products, a partial or full refund, credit toward a future order, or another mutually agreed commercial solution.
The applicable resolution will depend on the nature and extent of the verified issue, the relevant transaction, and any terms previously agreed between Nanda Food Export and the customer.
Shipping and Related Costs
Responsibility for return shipping, replacement shipping, customs charges, duties, taxes, storage, handling, or other related costs will depend on the reason for the claim and the terms applicable to the transaction.
Customers should not arrange an international return shipment without first receiving instructions or authorization from us.
Delivery Delays
A shipping or delivery delay does not automatically qualify an order for cancellation or refund. Any remedy relating to a delayed shipment will depend on the circumstances of the delay and the terms agreed for the applicable transaction.
Contact Us
If you have questions about a return, refund, product claim, or this Return & Refund Policy, please contact us through our Contact Us page.