Return, Refund & Cancellation Policy

Last Updated: September 5, 2026

This Return, Refund & Cancellation Policy applies to agricultural products and commercial transactions undertaken or coordinated by Mercalix Business Solutions Pvt. Ltd. ("Mercalix", "Company", "we", "us" or "our").

Because Mercalix operates in agricultural product aggregation, trading and agency-based commercial transactions, return, rejection, cancellation and refund conditions may vary depending on the commodity, quantity, quality, delivery terms and specific transaction agreement.

1. Nature of Agricultural Products

Agricultural products are naturally variable.

Differences may occur in:

• Size
• Colour
• Moisture
• Weight
• Grade
• Quality
• Appearance
• Shelf life
• Other natural characteristics

Such natural variations do not automatically constitute grounds for return or refund where the product meets the agreed specifications.

2. Transaction-Specific Terms

The applicable purchase order, sales order, invoice, agreement or other transaction document shall govern where specific return, rejection, cancellation or refund conditions have been agreed.

3. Cancellation by Buyer

A buyer may request cancellation before dispatch, delivery or completion of a transaction, as applicable.

Acceptance of cancellation will depend on:

• Status of the transaction
• Whether products have already been procured
• Whether goods have been dispatched
• Transportation arrangements
• Costs already incurred
• Supplier commitments
• Agreed commercial terms

A confirmed transaction may not be cancelled without applicable approval where procurement or other commitments have already been made.

4. Cancellation by Supplier

A supplier is expected to honour confirmed supply commitments.

If a supplier fails to provide the agreed product or quantity, Mercalix may take commercially reasonable steps to arrange alternative supply or address the transaction in accordance with the applicable agreement.

5. Product Rejection

A buyer may raise a rejection or quality claim if the delivered product materially fails to meet the specifications expressly agreed between the parties.

Possible grounds may include:

• Material quality deviation
• Incorrect commodity
• Material quantity discrepancy
• Agreed grade not being met
• Significant damage
• Other material non-conformity

6. Inspection

Where inspection is applicable, the buyer should inspect the products within the agreed inspection period.

Visible damage, shortage or apparent quality issues should be reported as soon as reasonably possible after delivery.

7. Claims

Any return, rejection or refund claim should include:

• Order or transaction reference
• Product/commodity details
• Quantity
• Delivery date
• Description of the issue
• Photographs, where relevant
• Weighment records, where relevant
• Quality or inspection report, where relevant
• Other supporting documents

Mercalix may request additional information before evaluating a claim.

8. Quantity and Weighment Disputes

Where quantity is disputed, the parties may rely on:

• Agreed weighment records
• Weighbridge records
• Delivery documentation
• Invoice records
• Other mutually accepted evidence

Quantity-related claims should be raised promptly.

9. Quality Disputes

Where there is a material quality dispute, Mercalix may request:

• Independent inspection
• Laboratory testing
• Quality certification
• Market assessment
• Other reasonable supporting evidence

The cost of inspection or testing shall be handled according to the applicable commercial agreement.

10. Approved Returns

Products should not be returned without prior confirmation where approval is required.

Where a return is approved, responsibility for:

• Transportation
• Loading/unloading
• Handling
• Storage
• Inspection
• Other related costs

shall be determined according to the reason for return and the applicable transaction terms.

11. Refunds

Where a refund is approved, the amount will be determined after considering applicable commercial adjustments, including:

• Amount received
• Quantity accepted or rejected
• Applicable charges
• Transportation costs
• Handling or storage costs
• Taxes or statutory charges
• Other agreed deductions

Approved refunds will generally be processed through the original or an agreed payment/banking channel.

12. Non-Refundable Costs

Certain costs may not be refundable where they have already been incurred, including:

• Transportation charges
• Loading/unloading charges
• Market charges
• Inspection charges
• Handling charges
• Storage charges
• Processing charges
• Other agreed transaction costs

13. Duplicate or Incorrect Payments

If a buyer or other party makes a duplicate or incorrect payment, the party should notify Mercalix promptly.

Mercalix may verify the transaction and, where appropriate, process an adjustment or refund.

14. Refund Processing Time

Once a refund is approved, Mercalix will initiate the applicable refund process within a reasonable period.

The actual credit time may depend on the relevant bank, payment service provider or financial institution.

15. No Automatic Return Right

Unless expressly agreed in the applicable transaction documents, agricultural products do not carry an unconditional return or refund right.

Returns, rejections and refunds will be considered based on:

• Agreed product specifications
• Quality and quantity
• Transaction terms
• Delivery conditions
• Evidence supporting the claim
• Applicable law

16. Dispute Resolution

If a dispute arises regarding a return, rejection, cancellation or refund, the parties should first attempt to resolve the matter through good-faith commercial discussions.

Where a written agreement contains an arbitration or other dispute-resolution mechanism, that mechanism shall apply.

17. Contact Us

For return, refund or cancellation requests, please contact: