This policy sets out how Westford Tradelink Private Limited handles order cancellations, claims, returns and refunds for goods supplied by us. Any specific terms in a signed contract, purchase order or order confirmation take priority over this policy.
1. Cancellation by the Buyer
- Orders may be cancelled in writing before the goods are dispatched or procured for the buyer.
- If goods have already been procured, imported, customised or packed for the order, the buyer may be charged any costs incurred, including freight, duties and supplier cancellation charges.
- Orders for imported, custom-sourced or made-to-order goods generally cannot be cancelled once confirmed.
2. Cancellation by Westford
We may cancel an order, in whole or in part, because of stock unavailability, supplier failure, pricing errors, regulatory restrictions or non-payment. Any advance received for cancelled goods will be refunded in full.
3. Claims for Shortage, Damage or Wrong Supply
- Visible damage or shortage must be noted on the delivery document (LR/POD) at the time of delivery.
- Written claims must be made within 48 hours of delivery for shortage and transit damage, and within 7 days of delivery for manufacturing defects or wrong supply.
- Claims must include the invoice number, photographs or video, and the delivery document.
4. Accepted Returns
Returns are accepted only with our prior written approval (Return Authorisation). Goods must be unused, in their original packaging and resaleable condition, except where defective. Goods returned without approval may be refused.
5. Non-Returnable Goods
- Goods sold on an “as is”, clearance or final-sale basis.
- Custom-sourced, imported-to-order or made-to-order goods, unless defective.
- Perishable, consumable or hygiene-sensitive goods once delivered.
- Goods damaged by improper handling, storage or use after delivery.
6. Resolution and Refunds
Once a claim is verified, we will, at our option, replace the goods, issue a credit note, or refund the value of the affected goods. Refunds are made by bank transfer to the buyer's account within 7–10 working days of approval. GST adjustments are made by credit note as required by law.
7. Retail Customers
Retail customers may return eligible products within 7 days of delivery if they are damaged, defective or not as ordered, under the conditions above. This does not affect any rights you have under the Consumer Protection Act, 2019.
8. Contact
To cancel an order or raise a claim, email contact@westford.website, quoting your order or invoice number.