Overview
I-AHMAD & SONS (SMC-PRIVATE) LIMITED supplies against confirmed purchase orders, tenders, RFQs and accepted quotations. Because most orders are institutional, tender or bulk supply rather than shelf retail, returns, refunds and cancellations are governed primarily by the terms stated in the accepted quotation, purchase order or contract for that specific order. Where no such terms are stated, the policy below applies.
Order cancellations
An order may be cancelled free of charge before it has been confirmed with our supplier or placed into production or procurement. Once we have confirmed the order with our supplier, placed a purchase order upstream, or begun sourcing, cancellation may be subject to the costs already committed on your behalf. Please email info@iasons.com with your order number as soon as possible if you need to cancel.
Damaged, defective or incorrect goods
If goods arrive damaged, defective, or do not match the confirmed specification, brand, quantity or model on your accepted quotation or purchase order, please contact info@iasons.com with your order number, photos of the item and packaging, and a description of the issue. We will confirm receipt, review the claim against the accepted order specification, and confirm the resolution — replacement, repair, credit or refund — in writing.
Notice period: please report any damage, defect or discrepancy as soon as it is discovered on delivery, and in any case within the inspection period agreed for your order. [Internal note for I-AHMAD & SONS: confirm the standard notice period — for example 7 days for retail parcels versus the inspection window stated in institutional/tender contracts — so this can be stated as a fixed number of days rather than left general.]
Non-returnable items
The following are not eligible for return once dispatched, except where defective or not as ordered:
- Items custom-made, private-labelled, custom-branded or produced to a buyer-specific specification
- Consumables, hygiene items, pharmaceuticals and perishable goods
- Items ordered against a tender, framework agreement or purchase order where the buyer’s own terms and conditions govern returns
- Goods that have been used, installed or altered after delivery
Refunds
Approved refunds are returned using the same method received where practical — for bank transfer, cross cheque/pay order or cash-on-delivery payments, by bank transfer to the account you paid from or nominate. Please allow time for your bank to process the transfer after we confirm the refund. Any bank charges for the return transfer are for the paying party’s account unless the fault is ours.
Return shipping
Where a return is approved because goods were damaged, defective or not as ordered, we arrange or reimburse reasonable return shipping. Where a return is approved for another reason, return shipping is the customer’s responsibility unless otherwise agreed in writing.
Institutional, tender and framework orders
For orders placed under a tender, RFQ, ITB, framework agreement or purchase order issued by a UN agency, NGO, government department or corporate buyer, the acceptance, inspection, rejection and remedy provisions of that specific tender or contract take precedence over this general policy.
Contact us
For any question about a return, refund or cancellation, email info@iasons.com or call 0315-7925001, quoting your order number.