CANCELLATION, REFUND & DISPUTE POLICY

Our business model is built on 100% transparency. This policy details how we handle cancellations, refunds, and disputes, consistent with our role as your Sourcing Agent, not a retail seller.

1. Can I Cancel My Sourcing Mandate?
Yes, but timing is critical.

• Cancellation BEFORE we pay the Supplier: If you contact us before we have transferred funds to the Supplier, we can cancel the mandate. In this case, we will refund the provision of funds for the Product and Shipping, MINUS our non-refundable Service Fee, which compensates us for the analysis and administrative work already performed.

• Cancellation AFTER we pay the Supplier: Once the order has been placed and paid for, the process is irreversible. The funds have been committed on your behalf, and cancellations or refunds are no longer possible.

2. Why is the "Service Fee" Never Refundable?
Our Service Fee is not a markup on a product; it is payment for a professional service already rendered. This service includes supplier vetting, communication management, international payment processing, and operational risk-taking. This work starts the moment you confirm your order. Therefore, once paid, it is fully earned and cannot be refunded.

3. What If the Product is Defective, Damaged, or Not What I Expected? Can I Return It?
This is the most important distinction between us and a standard e-commerce store.

• No Returns Are Possible: Because we are not the seller and hold no inventory, we cannot legally or physically accept product returns. The product is never our property.

• Who is Responsible? The legal responsibility for product conformity lies with the Supplier. Your sales contract is with them.

• How We Can Help: While our mandate officially ends with the shipment, we offer a post-mandate courtesy support service. Upon your request, we can assist you in communicating with the Supplier to file a claim and negotiate a solution (e.g., a partial refund, a replacement part). However, this is an assistance service only, and we do not, under any circumstances, guarantee a successful outcome.

4. What if I Don't Receive My Package, or It's Late?

• Who is Responsible? Responsibility for transportation lies entirely with the Carrier (e.g., FedEx, DHL, UPS). Once we provide a tracking number, the package is in their hands.

• What Should I Do? The first step is to check the tracking status. If there are issues, a claim must be filed directly with the Carrier. We can assist you with this process, but we are not liable for shipping delays, losses, or damages.

5. Our Firm Anti-Chargeback Stance
By engaging our services, you agree not to file a payment dispute or chargeback for issues related to product quality or shipping performance. Such matters are outside our contractual responsibility. A chargeback filed for these reasons will be treated as a breach of our Sourcing Service Agreement and may be pursued legally.