International Returns, Claims & Refund Policy

1. Scope

This Policy applies to international B2B wholesale, bulk, private-label, custom and related commercial orders supplied through Auvoria Exports.

2. B2B Nature of Transactions

International transactions are commercial purchases between businesses or commercial buyers. The standard B2C consumer return model does not automatically apply to these transactions.

Any transaction-specific return, replacement, warranty or claim arrangement stated in the quotation, Proforma Invoice, Purchase Order, order confirmation or written agreement will apply to that transaction.

3. When a Claim May Apply

Subject to verification, a claim may be considered where goods are materially affected by circumstances such as:

• Wrong product supplied
• Material quantity shortage attributable to Auvoria
• Material manufacturing defect
• Material damage occurring before the applicable transfer of risk
• Material non-conformity with the confirmed written specifications
• Another issue expressly covered by the applicable transaction terms

4. Claim Notification

The Buyer should notify Auvoria promptly after discovering an issue and should not unnecessarily delay inspection or claim submission.

Where the carrier or transaction documents specify a particular claim or notice period, that period should be followed.

Claims should be submitted in writing to exports@theauvoria.com with the relevant order, Proforma Invoice or Commercial Invoice reference.

5. Required Evidence

Depending on the issue, Auvoria may request:

• Photographs or videos of the products and packaging
• Outer-carton and shipping-label photographs
• Packing or delivery records
• Carrier tracking information
• Quantity reconciliation
• Product codes, SKU references or batch details
• Approved sample or written specifications, where applicable
• Any other reasonable information needed to assess the claim

6. Inspection & Verification

A claim is not automatically accepted when submitted. Auvoria may review the evidence, compare the shipment with the confirmed order and, where reasonably necessary, request inspection or additional information.

Where a carrier, insurer, customs authority or other third party is involved, the claim may also be subject to that party's procedures.

7. Transit Damage

The Buyer should inspect the shipment and packaging promptly upon delivery and document visible damage.

Where the applicable shipping arrangement places a carrier or insurer claim process on the Buyer, the Buyer should follow that process within the applicable deadline.

Responsibility for transit damage will be determined according to the agreed shipping terms, transfer-of-risk provisions and available evidence.

8. Wrong Product or Quantity

If the Buyer receives a product or quantity materially different from the confirmed order, the Buyer should notify Auvoria promptly with supporting evidence.

After verification, Auvoria may, depending on the circumstances and transaction terms, arrange a replacement, correction, credit or other commercially appropriate resolution.

9. Manufacturing Defects

Where a material manufacturing defect is established and the defect is attributable to Auvoria, an appropriate remedy may be considered under the applicable transaction terms.

Normal characteristics of handmade, artisan, printed, embroidered or textile products are not automatically treated as defects.

10. Quality Variations

Reasonable variations in colour, texture, weave, embroidery, print placement, finish or other characteristics may occur because of fabric batches, screen displays, artisanal processes or manufacturing methods.

A claim will be assessed based on the agreed product specifications and approved sample, where applicable, rather than an expectation of absolute visual identity across every piece.

11. Material Non-Conformity

Where products materially fail to match the confirmed written specifications or approved sample, the Buyer should provide evidence identifying the specific non-conformity.

Auvoria may assess the issue by reference to the order documents, agreed specifications, approved sample and manufacturing records where available.

12. Custom & Private-Label Orders

Custom and private-label products are produced or prepared specifically for the Buyer and may not be suitable for ordinary resale to another customer.

Accordingly, change-of-mind returns, discretionary cancellations or general return requests may not be accepted once customization, procurement or production has commenced, except where otherwise agreed or where a material defect or non-conformity is established.

13. Sample Approval

Where a Buyer approves a sample, specification, artwork, colour reference, embroidery design, label or other production reference, the approved material may be used as the relevant commercial reference for bulk production.

Minor production variations that do not materially affect the agreed specifications may not constitute grounds for rejection.

14. Unauthorized Returns

Buyers should not return goods without prior written authorization or agreed return instructions.

Unsolicited returns may be delayed, refused or held pending identification and instructions, particularly where customs or carrier procedures require specific documentation.

15. Return Shipping

Where a return is approved, the responsible party for return freight will depend on the reason for the return, applicable transaction terms, transfer of risk and the outcome of the claim assessment.

Return customs, duties, taxes, brokerage and other charges may also apply and will be allocated according to the applicable transaction terms and circumstances.

16. Replacement

Where a claim is accepted and replacement is commercially appropriate, Auvoria may arrange replacement goods subject to product availability, production requirements and applicable shipping arrangements.

Replacement timing may differ from the original order timeline where goods need to be newly produced or customized.

17. Refunds

Where a refund is approved, the refund amount and method will be communicated to the Buyer after claim verification.

Refunds are not automatic for ordinary change-of-mind requests, resale difficulties, market conditions, customer preferences or destination-side import problems that are the Buyer's responsibility.

18. Refund Amount

The amount of any approved refund may depend on the affected products, the nature of the accepted claim, applicable transaction terms and any agreed deductions or recoverable costs.

Shipping, customs, duties, taxes, payment-provider charges or other third-party costs may not be refundable where they were not recoverable by Auvoria or are attributable to Buyer-side circumstances.

19. Refund Processing

Approved refunds will be initiated within a commercially reasonable period after verification and approval are completed.

The time for funds to reach the Buyer may depend on banks, payment providers, intermediary institutions and currency conversion.

Where practicable, refunds may be processed through the original payment source, subject to banking and payment-provider requirements.

20. Cancellation

Cancellation requests should be submitted in writing as early as possible.

Once sourcing, procurement, customization, production, packaging or other committed work has begun, cancellation may be restricted and any refund may be subject to the applicable transaction terms.

21. Buyer-Caused Issues

Auvoria may not be responsible for claims arising primarily from:

• Incorrect product selection or specifications supplied by the Buyer
• Incorrect artwork, measurements, labels or branding information approved by the Buyer
• Improper storage, handling, washing, use or resale after delivery
• Failure to complete customs clearance
• Refusal to accept delivery
• Unpaid destination charges
• Incorrect or incomplete delivery information
• Unauthorized alterations or modifications

22. Customs, Refused or Undeliverable Shipments

If goods are returned, held, abandoned or refused because the Buyer failed to complete import clearance, pay applicable destination charges, provide required information or comply with local import requirements, the resulting costs may be the Buyer's responsibility.

Any refund or credit in such circumstances will be considered under the applicable transaction terms after relevant costs are determined.

23. Fraudulent or Misleading Claims

Auvoria may investigate claims and may request reasonable supporting evidence.

Where there is evidence of intentional misrepresentation, duplicate claims, fabricated evidence, unauthorized alteration or other fraudulent conduct, Auvoria may reject the claim and take appropriate contractual or legal action.

24. Limitations

This Policy does not create a warranty beyond any warranty or product commitment expressly agreed in the applicable transaction documents.

Nothing in this Policy is intended to exclude rights or remedies that cannot lawfully be excluded under applicable law.

25. Dispute Escalation

If the Buyer disagrees with a claim assessment, the Buyer should first contact Auvoria in writing with the order reference, disputed issue and supporting documents.

The parties may then attempt to resolve the matter through commercial discussion in accordance with the dispute-resolution provisions applicable to the transaction.

26. Parallel Business Entities

Auvoria Exports operates through two parallel business entities:

Neither entity is represented as the parent, subsidiary, branch or legal representative of the other. Depending on the transaction, either entity may participate in sourcing, supply, contracting, invoicing or export-related activities.

The applicable entity will be clearly identified in the relevant quotation, Proforma Invoice, Commercial Invoice and other transaction documents.

27. Contact