Refund and Returns Policy – TradeNova General Trading FZ LLC

REFUND POLICY

At [TRADENOVA GENERAL TRADING FZ LLC], we aim to maintain transparency and ensure that Cardholders are fully informed of their rights and responsibilities. This Refund Policy outlines the conditions under which customers may request refunds and the procedures that apply.

1. Eligibility for Refunds

Customers may request a refund under the following circumstances:

The product received is defective, damaged, expired, or malfunctioning.
The customer has received an incorrect item or a product different from what was ordered.
The order is not delivered within the stated delivery timeframe and no alternative solution is provided by us.
The order is cancelled by the merchant for operational or stock-related reasons.
A duplicate transaction has occurred due to a technical issue.
Any other valid reason permitted under applicable consumer protection regulations.

Refund requests must always include proof of purchase and be submitted within the time limits specified in this policy.

2. Refund Process

Once a refund request is received, our team will evaluate the claim and may require supporting documentation such as photos of the product, delivery receipt, or additional verification.

If approved, the refund will be processed in accordance with the payment rules and bank procedures.

Refunds will be done only through the Original Mode of Payment and will be processed within 10 to 45 days depending on the issuing bank of the credit card.

3. Customer Responsibilities

Once we receive and inspect the returned item (if applicable), we will notify you regarding approval or rejection of your refund.

Refunds will be done only through the Original Mode of Payment and will be processed within 10 to 45 days depending on the issuing bank of the credit card.

Customer Responsibilities

To ensure the refund request is processed smoothly, customers must:

Provide accurate order and payment details.
Submit all required documents (order confirmation, proof of purchase, photos if applicable).
Comply with return instructions if the product must be sent back.
Ensure the returned product meets the conditions in the Return Policy section below.

Failure to meet the above requirements may delay or prevent the approval of the refund.

RETURN POLICY

This Return Policy explains the conditions under which products may be returned and how customers should initiate the return process. Cardholders must read this policy carefully to understand their responsibilities.

1. Return Conditions

We accept returns under the following circumstances:

Within 7 days of receipt of the product.
The delivery packaging has not been opened, OR
The product is damaged, defective, or the wrong product was sent.

To be eligible for a return:

The product must be sealed, untampered, and in its original packaging.
All accessories, labels, and original contents must be included.
Products that have been opened, used, tampered with, or altered in any way cannot be returned unless the issue is related to a manufacturing or shipping defect.

2. Return Procedure

If a return is required:

Notify us immediately at [your email] within the 7-day return period.
Provide the order number, photos of the item, and the reason for return.
Once approved, return the product to us using a registered courier service and share the tracking number.
Upon receiving and inspecting the returned product, we will either:
- Send a replacement, or
- Provide a full refund if a replacement is not available.

Please note:

We reserve the right to refuse any returned shipment if the product shows signs of use, tampering, or removal from original packaging.
Shipping and handling fees are non-refundable, except where the return is due to our mistake.