Refund & Returns Policy

1. Policy Scope

This policy applies to fruits and agricultural products purchased from 2PL Enterprise Sole Co.,Ltd. It should be read together with our Terms & Conditions and the documents agreed for your order.

Specific inspection procedures, claim periods, specifications and delivery terms accepted by both parties apply to the relevant transaction, subject to mandatory rights under applicable law.

2. Order Changes & Cancellations

Contact us as soon as possible if you need to change or cancel an order. Available options depend on the order status and whether sourcing, processing, packing or shipment has begun.

• Before order acceptance: you may withdraw your request. If payment has been received for an order that is not accepted, it will be refunded.
• After order acceptance: cancellation or changes will be assessed against the agreed order terms and work already undertaken.
• After dispatch: shipment interception or return may not be practical, particularly for perishable goods. Please contact us to discuss the available options.

Any cancellation deductions must have a contractual and lawful basis and will be explained to you. Deposits are not automatically non-refundable under this policy.

3. Fresh & Frozen Products

Fresh fruit and frozen products are sensitive to time, temperature and handling. A physical return may be unsuitable once goods have been dispatched or delivered.

Change-of-mind returns are not generally offered for perishable products unless agreed in writing or required by applicable law. This does not exclude claims for goods that are damaged, incorrect, unsafe or otherwise fail to meet the agreed requirements.

Agricultural produce may naturally vary in appearance. Claims will be assessed against the specifications agreed for the order, including any agreed tolerances.

4. Damaged, Incorrect or Non-Conforming Goods

Please contact us if your shipment involves:

• Incorrect products or missing items.
• Quantity or weight discrepancies beyond agreed tolerances.
• Visible damage or compromised packaging.
• Product quality or condition that does not meet the agreed specifications.
• Suspected temperature-control problems affecting fresh or frozen products.

We will assess the information available, the product requirements and the agreed allocation of transport responsibilities. A product being perishable does not by itself remove your right to raise a claim.

5. How to Report an Issue

Inspect goods promptly upon receipt and notify us as soon as you discover a problem. Follow any inspection and notification arrangements agreed for your shipment.

1. Contact our team: call 02079999959 and provide your order or invoice reference.
2. Describe the issue: identify the product, affected quantity, delivery date and nature of the problem.
3. Keep supporting records: retain photographs, packaging labels, batch details, delivery documents and temperature records where available. Our team will confirm how to provide these.
4. Preserve the goods safely: where practical, keep affected products separate under appropriate storage conditions pending further instructions.

Do not consume, distribute or resell products you reasonably suspect are unsafe. Product safety and lawful disposal take priority over preserving evidence.

6. Return Arrangements

Please contact us before sending products back. Our team will discuss whether return, inspection at destination or another arrangement is appropriate.

Where a return is needed, we will confirm the return address, packaging, transport conditions, required documents and responsibility for the costs before the goods are sent.

For international shipments, do not arrange a cross-border return without first coordinating the necessary customs and product-entry requirements. Do not assume that our company address is the authorized return destination.

A physical return may not be required where the goods are perishable or return transport is unsuitable. This will be considered as part of the claim review.

7. Available Resolutions

Depending on the issue, the applicable agreement and your legal rights, a resolution may include:

• Delivery of missing goods.
• Replacement of affected products, where available.
• An agreed price reduction or partial refund.
• A full refund where appropriate or legally required.
• A credit note, where you agree to this option.

Remedies will reflect the nature and extent of the problem. A credit note or replacement will not be imposed in place of a refund where applicable law gives you a right to a refund.

8. Refund Processing

Once a refund is confirmed or determined to be due, we will notify you of the amount and expected processing date. Any mandatory legal deadline will take precedence.

Refunds will normally be made through the original payment method where available. If that is not possible, we will agree on an appropriate alternative and verify the payment details.

The time for funds to appear depends on the bank or payment provider. Any proposed deduction must be disclosed, explained and permitted by the applicable agreement and law.

If a confirmed refund has not arrived by the expected date, contact us with your order reference so we can help trace the payment.

9. Shipping, Customs & Third-Party Costs

Responsibility for original freight, return transport, insurance, duties, taxes and customs charges depends on the cause of the issue, agreed delivery terms and applicable law.

Where a carrier or insurer is involved, retain relevant delivery records and notify us promptly. A carrier investigation does not automatically remove any responsibility we have under the sales agreement or applicable law.

Customs rejection or clearance delays will be reviewed against the agreed product specifications, documentation and responsibilities of each party. This policy does not automatically assign every customs-related loss to the buyer.

10. Your Legal Rights

Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded. Mandatory rights take precedence over conflicting wording in this policy or the order documents.

Updates to this policy will be published on this page. They do not change an existing accepted order unless both parties agree or applicable law requires otherwise.