1. General Principles

Panchtatvam Global Solutions Private Limited facilitates trade in physical goods across multiple categories. Returns are accepted only under specific conditions as outlined in this policy. All return requests must be submitted in writing and are subject to our review and approval.

2. Eligible Return Conditions

Returns may be accepted in the following circumstances:

• Wrong goods delivered: Goods delivered are materially different from the specification in the purchase order or contract
• Quality defects: Goods fail to meet the agreed quality specifications or applicable standards
• Damaged in transit: Goods received in damaged condition (subject to proper documentation at time of delivery)
• Short shipment: Quantity delivered is less than invoiced (partial return/credit note)
• Contamination: Food or agro products found to be contaminated or unfit for consumption upon inspection

3. Non-Returnable Goods

The following goods are generally not eligible for return:

• Perishable goods (fresh produce, food items) once accepted at destination
• Custom-manufactured or specially fabricated goods
• Goods that have been used, processed, or altered
• Goods returned without prior written authorisation from us
• Goods where the return window has expired
• Bullion, precious metals, and jewellery (subject to specific contract terms)
• Software, digital products, and licensed materials

4. Return Window

• Domestic shipments: Return request must be raised within 7 days of delivery
• International shipments: Return request must be raised within 14 days of delivery at destination port
• Quality defects (latent): Within the warranty period specified in the contract, or 30 days from delivery if no warranty period is specified

Returns requested outside these windows will not be accepted unless otherwise agreed in writing.

5. Return Procedure

1. Notify us: Email [email protected] within the return window with subject "Return Request – [Order Reference]"
2. Provide documentation: Include photographs of the goods, packaging, delivery receipt, invoice, and a detailed description of the issue
3. Await authorisation: Do not return goods without a Return Merchandise Authorisation (RMA) number from us
4. Pack securely: Return goods in original or equivalent packaging with the RMA number clearly marked
5. Arrange return shipment: Return logistics will be arranged as agreed — we will advise whether we arrange collection or you ship to us
6. Inspection: Returned goods will be inspected upon receipt. We will notify you of the outcome within 7 business days

6. Return Shipping Costs

• If the return is due to our error (wrong goods, quality defect): We bear the return shipping cost
• If the return is due to buyer's error or change of mind: Buyer bears the return shipping cost
• For international returns, customs duties and taxes on the return shipment are the responsibility of the party arranging the return, unless otherwise agreed

7. Resolution Options

Upon acceptance of a valid return, we will offer one of the following resolutions:

• Replacement: Replacement goods of the same specification shipped at our cost
• Credit note: Credit applied to your account for future orders
• Refund: Refund of the invoice value for the returned goods (see our Refund Policy for timelines)

The resolution offered will depend on the nature of the issue, availability of replacement goods, and mutual agreement.

8. Inspection and Disputes

If there is a dispute regarding the condition of returned goods, both parties may agree to appoint an independent third-party inspector. The cost of inspection will be borne by the party found to be at fault.

9. Contact