1. Policy Philosophy

NFORT Industries (OPC) Private Limited (“NFORT”, “we”, “us”) operates a business-to-business (B2B) wholesale platform. Because Orders are placed at bulk volume, this Policy is built around batch-level, inspection-based resolution rather than the individual-item return process typical of retail e-commerce. This Policy governs cancellations, quality-related claims, and refunds for Orders placed via www.nfortindustries.com or the Client Portal, and should be read together with our Terms & Conditions.

A refund is issued only where a genuine product quality issue is confirmed upon inspection by NFORT’s quality team. NFORT does not offer replacement units or credit notes as alternative resolutions; the sole resolution for a confirmed, eligible claim is a monetary refund as described in this Policy.

2. Order Cancellation

2.1 Cancellation Before Production/Dispatch

Orders may be cancelled free of charge, in full, at any time before NFORT has commenced production (for made-to-order/custom items) or dispatched the Goods (for ready-stock items). Cancellation requests should be submitted in writing via the Client Portal (Support Tickets) or by emailing support@nfortindustries.com, referencing the relevant Order/Quotation number.

2.2 Cancellation After Production Has Commenced

Once production has commenced on a custom or made-to-order Order, cancellation is subject to a charge covering costs already incurred by NFORT, including but not limited to: - Raw materials procured or consumed specifically for the Order. - Labour and production time already expended. - Any freight or logistics bookings already made on the Buyer’s behalf.

NFORT will provide the Buyer with an itemised breakdown of such costs before finalising a post-production cancellation.

2.3 Cancellation After Dispatch

Once Goods have been dispatched, the Order cannot be cancelled. If the Buyer refuses delivery or the shipment is returned for reasons not attributable to NFORT, the Buyer remains liable for the original Order value, freight costs incurred, and any return-freight or re-warehousing charges.

3. Quality Inspection Window

The Buyer is required to inspect all Goods immediately upon delivery and report any quality, quantity, or specification discrepancy within 48 hours of delivery. Claims raised after this window will not be eligible for review, except where the defect is of a latent nature that could not reasonably have been discovered during a diligent inspection within 48 hours (to be assessed by NFORT on a case-by-case basis).

4. Documentation Required for a Claim

To be considered, a claim must include: - The Order/Invoice number and batch reference (if applicable). - Clear photographic and/or video evidence of the alleged defect, damage, or discrepancy. - A written description of the issue, including the quantity affected out of the total quantity delivered. - For transitdamage claims, evidence collected at the point of delivery (e.g., photographs of damaged outer packaging, delivery receipt annotated with the carrier at the time of receipt).

Claims submitted without adequate supporting documentation may be returned to the Buyer with a request for additional evidence, which will extend the review timeline accordingly.

5. Grounds Eligible for a Refund

A refund will be considered only where NFORT’s quality team confirms one of the following, upon review of the evidence submitted:

• Manufacturing defect: the product does not conform to the agreed specification due to a fault in materials or workmanship.
• Incorrect item or quantity shipped: the Goods delivered do not match the confirmed Purchase Order in terms of product, specification, or quantity.
• Transit damage: the Goods were damaged during transit, as evidenced by documentation collected at the time of delivery.

6. Grounds Not Eligible for a Refund

The following are explicitly excluded from refund eligibility:

• Custom, made-to-order, or private-label Goods that conform to the Buyer’s approved specification, once accepted.
• Goods that have been used, installed, altered, combined with other materials, or improperly stored after delivery
• Claims raised after the 48-hour inspection window described in Section 3, except where Section 3’s latent-defect exception applies.
• Minor variation in colour, dimension, weight, or packaging that falls within standard manufacturing tolerance, as described in our Terms & Conditions.
• Buyer’s change of mind, incorrect ordering by the Buyer, or overestimation of required quantity.
• Goods damaged due to the Buyer’s own mishandling, improper storage, or misuse after delivery.

7. Claim Submission Process

1. Raise the claim: submit a support ticket via the Client Portal, or email support@nfortindustries.com, within 48 hours of delivery, including all documentation described in Section 4.
2. Acknowledgement: NFORT will acknowledge receipt of the claim and may request additional information or evidence if needed.
3. Quality review: NFORT’s quality team reviews the claim, evidence, and (where necessary) the retained production batch samples, within 3 business days of receiving complete documentation.
4. Outcome communication: the Buyer is informed in writing of the outcome — approved, partially approved (for a specific affected quantity within a larger Order), or declined, with reasoning provided.
5. Refund processing: for approved claims, the refund is processed as described in Section 8.

8. Refund Processing

8.1 Timeline

Approved refunds are processed within 10–15 business days of claim approval.

8.2 Method

Refunds are issued to the original payment method used for the Order, via Razorpay. Where the original payment method cannot accept a refund (e.g., a bank transfer requiring manual reversal), NFORT will coordinate an alternate refund method with the Buyer.

8.3 Scope of Refund

Where only a portion of a delivered batch is found defective, the refund will be calculated proportionally, based on the confirmed defective quantity relative to the total Order value, not the full Order value, unless the defect is determined to affect the entire batch.

9. Freight on Confirmed Defective/Incorrect Shipments

Where a claim is approved on the grounds of a confirmed manufacturing defect or an incorrect item/quantity shipped, NFORT bears the cost of return freight for the affected Goods, where a physical return is required as part of the resolution process. For claims resolved without a physical return (e.g., resolved via photographic evidence and a partial refund), no return freight applies.

10. Fraudulent or Repeated Unsubstantiated Claims

NFORT reserves the right to decline claims that appear fraudulent, exaggerated, or inconsistent with the evidence provided, and to review the Buyer’s account status (including Client Portal access and credit facility, if applicable) in cases of a pattern of unsubstantiated claims.

11. Dispute Escalation

If a Buyer disagrees with the outcome of a claim review, they may request a secondary review by writing to support@nfortindustries.com with additional evidence or clarification. If the matter remains unresolved, it will be handled in accordance with the Dispute Resolution and Governing Law provisions of our Terms & Conditions.

12. Contact for Return/Refund Queries

NFORT Industries (OPC) Private Limited Email: support@nfortindustries.com Phone: +91 92177 23949 Registered Office: B-165, Ground Floor, Madanpur Khadar Part-3, Sarita Vihar, South Delhi, New Delhi, Delhi, India — 110076