Returns & Exchanges
Effective Date: 28-01-2026
1. Definitions
1.1 “Company” – Vivan Maritime Global Services Limited, responsible for supplying Goods and processing returns and exchanges.
1.2 “Customer” – Any corporate entity entering into a B2B purchase agreement with the Company.
1.3 “Goods” – Spices, agricultural products, or other commodities supplied under contract.
1.4 “Return” – The process by which Goods are sent back to the Company for inspection, replacement, or credit.
1.5 “Exchange” – Replacement of Goods with identical or equivalent Goods.
1.6 “Non-Conformance” – Any Goods that fail to meet the agreed-upon specifications, quality, or quantity.
1.7 “Risk” – Legal and financial responsibility for Goods in transit, including returns.
1.8 “UK GDPR” – United Kingdom General Data Protection Regulation, as retained under UK law.
1.9 “Force Majeure Event” – Circumstances beyond the Company’s reasonable control affecting returns or exchanges.
1.10 “B2B Transaction” – Commercial activities between the Company and the Customer.
2. Introduction
Vivan Maritime Global Services Limited is committed to ensuring quality and satisfaction in all B2B transactions. This Returns & Exchanges Policy:
Establishes clear procedures for the return and exchange of Goods
Protects both parties’ rights and obligations under English law
Aligns with UK GDPR in handling personal and transactional data
Provides B2B customers with a structured framework for resolving non-conformance or shipping issues
3. Scope and Applicability
3.1 B2B Transactions
This Policy governs all corporate customer purchases, including:
Domestic and international shipments
Bulk and custom orders of spices
3.2 Exclusions
Consumer transactions are excluded
Returns outside the Company’s logistics network must comply with this Policy only if formally incorporated
3.3 Contractual Incorporation
This Policy is incorporated by reference into all purchase agreements, invoices, and delivery terms, unless expressly amended in writing.
4. Return & Exchange Eligibility
4.1 Eligible Returns
Goods may be returned only if:
They are defective, damaged, or non-conforming
Returned within timelines specified in Schedule A
Original documentation and approvals are provided
4.2 Eligible Exchanges
Exchanges may occur where:
Equivalent replacement Goods are available
Customer provides valid documentation and approval
Returned Goods comply with packaging and hygiene standards
4.3 Partial Returns
Partial returns of shipment quantities may be accepted at the Company’s discretion.
5. Non-Returnable Goods
5.1 Perishable Goods
Certain spices or products with limited shelf life are non-returnable once delivered
Exceptions apply only in cases of proven damage or non-conformance
5.2 Custom or Bulk Orders
Custom blends or bulk-packaged Goods cannot be returned unless defective
5.3 Legal Restrictions
Goods restricted under food safety, import, or export regulations cannot be returned without explicit Company approval
6. Notification of Claims
6.1 Timing
Claims for returns or exchanges must be submitted within 48–72 hours of delivery
Late claims may be rejected
6.2 Method
Written notification via email or registered communication
Include description, evidence, and purchase reference
6.3 Company Acknowledgment
Company will confirm receipt and next steps within 24 hours
7. Inspection and Verification
7.1 Verification Process
Company inspects returned Goods for damage, contamination, or non-conformance
Independent verification may be conducted for large orders
7.2 Acceptance Criteria
Goods must comply with quality, quantity, and hygiene standards
Non-compliant returns may be rejected or partially credited
7.3 Documentation
Photos, certificates of analysis, or shipment records may be required
8. Returns Procedures
8.1 Pre-Approval
Customer must obtain return authorization before shipment
Authorization includes instructions on carrier, address, and packaging
8.2 Shipping Instructions
Company provides approved logistics partners (Schedule D)
Customer bears risk during return transit unless otherwise agreed
8.3 Receipt & Inspection
Returned Goods are inspected immediately
Inspection results communicated within 5 business days
8.4 Resolution
Approved returns may be refunded, credited, or replaced per Section 10
9. Exchange Procedures
9.1 Approval
Exchange requests require prior approval and valid documentation
9.2 Replacement Goods
Company ships replacement Goods within agreed timelines
Risk transfers to Customer upon delivery according to applicable Incoterms®
9.3 Costs
Company covers shipping of replacements only for defective or non-conforming Goods
Customer bears shipping costs for voluntary exchanges
10. Refund Procedures
10.1 Credit vs Refund
Refunds issued to original payment method
Alternatively, Customer may receive account credit for future purchases
10.2 Timing
Refunds processed within 14 business days of returned Goods approval
10.3 Adjustments
Shipping costs, taxes, or duties may be deducted if not reimbursable
11. Shipping & Risk of Returns
11.1 Risk During Return Transit
Customer bears risk for Goods during transit unless Company specifies otherwise
Insurance for return shipment is recommended
11.2 Carrier Selection
Use of Company-approved carriers required
Unauthorized carriers may void return approval
11.3 Title Transfer
Title in returned Goods reverts to Company only upon receipt and inspection
12. Packaging Requirements
12.1 Hygiene and Safety
Returned Goods must be repackaged securely
Packaging must comply with food safety standards
12.2 Documentation
Return shipping labels, invoices, and authorization numbers must be included
12.3 Non-Compliant Packaging
Returns with damaged or improper packaging may be rejected
13. Quality and Compliance Standards
Returned Goods must meet contractual quality and specification requirements
Company reserves the right to refuse returns of contaminated or mishandled Goods
Compliance with UK food safety, import, and export laws is mandatory
14. Force Majeure
Returns may be delayed due to circumstances beyond Company’s control (natural disasters, strikes, port congestion)
Delivery windows extended proportionally
Termination of return obligations possible after 90 days
15. Liability and Indemnification
Liability limited to the invoiced value of returned Goods
No liability for indirect, consequential, or loss-of-profit claims
Customer indemnifies Company against misuse or breach of shipping regulations
16. Data Protection and UK GDPR Compliance
Returns & Exchanges data processed solely for inspection, shipping, and resolution
Personal and corporate data protected under UK GDPR
Shared with carriers or processors under contractual obligations (Schedule E)
17. Confidentiality
Customer and Company must maintain confidentiality of transactional, quality, and shipping information
Survives termination for 5 years
18. Termination of Returns Agreements
Termination for breach, repeated non-compliance, or prolonged Force Majeure
Outstanding claims resolved per inspection and approval
19. Governing Law and Jurisdiction
England & Wales law applies
Exclusive jurisdiction of England & Wales courts
20. Dispute Resolution
Negotiation, then mediation prior to litigation
Litigation only in England & Wales courts
21. Amendments
Company may amend policy with notice
Continued use of services or returns constitutes acceptance
22. Schedules
Schedule A: Timelines for Returns and Exchanges
Claims within 48–72 hours
Approval and inspection within 5 business days
Refund/credit/exchange within 14 business days
Schedule B: Documentation Required for Claims
Invoices, shipping labels, certificates of analysis, photos
Return authorization numbers
Schedule C: Non-Conformance Standards for Spices
Moisture content, aroma, purity, packaging integrity
Contamination, pest, or quality deviations
Schedule D: Shipping, Risk & Insurance Responsibilities
Approved carriers
Customer risk during return transit
Insurance requirements and claims procedure
Schedule E: Data Protection in Returns & Exchanges
GDPR-compliant processing
Processor agreements for carriers and logistics partners
Retention and secure disposal of personal and transactional data