Refund & Claims Policy
Effective Date: October 2026
Wholesale goods are produced and shipped to your specification, so returns work differently from retail. This policy explains how to raise a claim if something goes wrong.
1. Before You Order
- We recommend ordering a sample and approving it before placing a bulk order. The approved sample and the agreed specification in your quote are the benchmark for any claim.
- Third-party pre-shipment inspection can be arranged on request before goods leave India.
2. Raising a Claim
- Report damage, shortages or goods that do not match the approved sample or specification within 7 days of delivery to your warehouse.
- Include your order reference, photos or video of the goods and packaging, and any inspection or survey report.
- Transit damage should also be noted on the carrier's delivery receipt wherever possible.
3. Resolution
- Once a claim is verified, we work with the supplier to offer a replacement shipment, a credit against a future order, or a refund for the affected quantity.
- Where goods are insured in transit, we help you file the insurance claim.
4. Refunds
- Approved refunds are issued to the original payment method or by bank transfer in USD.
- Bank and currency conversion charges levied by intermediary banks are outside our control.
5. Cancellations
- Orders for ready stock can be cancelled free of charge before dispatch.
- Made-to-order and private-label orders can be cancelled before production starts. Once production has begun, costs already incurred may be deducted from any refund, as stated in your quote.
6. Not Covered
- Goods that match the approved sample and agreed specification.
- Losses caused by destination customs holds, incorrect import documentation provided by the buyer, or storage after delivery.
7. Contact
To raise a claim, email hello@branchx.in with your order reference, or contact your account manager.