Refund and Returns Policy

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Return and Refund Policy

Effective Date: October 22, 2025
Last Updated: October 22, 2025

At Flodeal Private Limited, we are committed to providing our international buyers with premium quality Indian granite products and exceptional customer service. This Return and Refund Policy outlines our procedures regarding full container load (FCL) shipments, quality guarantees, compensation procedures, and insurance requirements for international granite exports

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title_link=”off” link_target=”_self” content_align=”left” size=”2″ text_shadow=”no” text_shadow_blur=”0″ text_stroke=”no” text_stroke_size=”1″ text_overflow=”none” dimensions_medium=”” dimensions_small=”” gradient_font=”no” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ style_type=”default” animation_direction=”left” animation_color=”” animation_speed=”0.3″ animation_delay=”0″ logics=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky”]

Policy Overview

[/fusion_title][fusion_text columns=”” rule_size=”” margin_medium=”” margin_small=”” animation_direction=”left” animation_color=”” animation_speed=”0.3″ animation_delay=”0″ logics=”” disable_idd=”no” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky”]Flodeal Private Limited exports natural stone products including granite slabs, tiles, countertops, and monuments via full container load shipments to international markets. Due to the nature of bulk granite exports, the logistics complexity, and international shipping regulations, we maintain a no physical return policy for delivered goods. However, we stand behind our product quality and offer comprehensive compensation for legitimate quality issues.[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_wrap=”wrap” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” 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background_slider_slideshow_speed=”5000″ background_slider_animation=”fade” background_slider_direction=”up” background_slider_animation_speed=”800″ sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” absolute=”off” filter_type=”regular” filter_hover_element=”self” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ transform_type=”regular” transform_hover_element=”self” transform_scale_x=”1″ transform_scale_y=”1″ transform_translate_x=”0″ transform_translate_y=”0″ transform_rotate=”0″ transform_skew_x=”0″ transform_skew_y=”0″ transform_scale_x_hover=”1″ transform_scale_y_hover=”1″ transform_translate_x_hover=”0″ transform_translate_y_hover=”0″ transform_rotate_hover=”0″ transform_skew_x_hover=”0″ transform_skew_y_hover=”0″ transition_duration=”300″ transition_easing=”ease” scroll_motion_devices=”small-visibility,medium-visibility,large-visibility” animation_direction=”left” animation_speed=”0.3″ animation_delay=”0″ min_height=”” last=”true” link=”” border_position=”all” first=”true”][fusion_title title_type=”text” scroll_reveal_effect=”color_change” scroll_reveal_basis=”chars” scroll_reveal_behavior=”always” scroll_reveal_duration=”500″ scroll_reveal_stagger=”200″ scroll_reveal_delay=”0″ scroll_reveal_above_fold=”yes” marquee_direction=”left” marquee_mask_edges=”no” marquee_speed=”15000″ rotation_effect=”bounceIn” display_time=”1200″ highlight_effect=”circle” loop_animation=”once” highlight_animation_duration=”1500″ highlight_width=”9″ highlight_smudge_effect=”no” highlight_top_margin=”0″ title_link=”off” link_target=”_self” content_align=”left” size=”2″ text_shadow=”no” text_shadow_blur=”0″ text_stroke=”no” text_stroke_size=”1″ text_overflow=”none” gradient_font=”no” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ style_type=”default” animation_direction=”left” animation_speed=”0.3″ animation_delay=”0″ hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky”]No Return Policy for Full Container Loads[/fusion_title][fusion_text animation_direction=”left” animation_speed=”0.3″ animation_delay=”0″ disable_idd=”no” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky”]

Why Returns Are Not Accepted

Full Container Load Exports: Flodeal exclusively ships granite products in full container loads (20-foot and 40-foot containers). Once granite materials are shipped internationally and delivered to the destination port, physical returns are not feasible due to:

Prohibitive international shipping costs that exceed product value.
Complex customs clearance and re-import documentation requirements in both destination and origin countries
Risk of additional damage during return transportation
Perishability concerns with natural stone exposed to multiple handling cycles
Storage and logistics challenges at both buyer and seller locations Final Sale:

All granite products sold by Flodeal Private Limited are considered final sale upon delivery to the destination port specified in the sales contract.

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Quality Assurance and Pre-Shipment Inspection

[/fusion_title][fusion_text animation_direction=”left” animation_speed=”0.3″ animation_delay=”0″ disable_idd=”no” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky”]

Our Commitment to Quality

Flodeal implements rigorous quality control measures to ensure only premium-grade granite reaches international buyers:

Multi-Stage Inspection Process:

Raw material selection at quarry level.
Post-cutting dimensional verification Surface quality and finish inspection.
Pre-shipment photography and documentation.
Detailed packing list with product specifications.

Quality Documentation: Every container shipment includes:

Quality certificates
Dimensional inspection reports
Material testing results (water absorption, compressive strength)
Photographic evidence of loaded materials.
Complete packing list with product details.

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Pre-Shipment Approval (Optional)

Sample Approval: Buyers may request sample pieces via courier before placing large orders to verify color, finish, and quality standards.

Pre-Shipment Inspection Rights: Buyers have the right to arrange third-party inspection at Flodeal’s facilities before container loading. Inspection costs are borne by the buyer. Inspection must be scheduled at least 5 business days before the planned shipment date.

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Compensation Policy for Quality Issues

While Flodeal does not accept physical returns, we provide fair compensation for legitimate quality defects in delivered materials.

Eligible Quality Issues

Compensation may be provided for the following verifiable quality defects:

Manufacturing Defects:

Incorrect dimensions exceeding tolerance specifications (>3mm variance).
Wrong finish applied (polished instead of honed, etc.)
Significant color variation from approved samples
Surface defects including cracks, chips, or fissures not disclosed pre-shipment.
Incorrect granite type shipped versus purchase order

Quality Standards Not Met:

Water absorption rates exceeding specified standards.
Polish quality significantly below industry standards Edge finishing defects on countertops or monuments.
Thickness variations exceeding ±2mm tolerance.

Non-Eligible Issues

The following situations are not eligible for compensation as they represent natural stone characteristics or improper handling:

Natural Stone Characteristics:

Natural color variations inherent to granite (unless significantly different from approved samples).
Minor natural fissures or veining typical of the granite type.
Slight variations in pattern or mineral distribution.
Natural pitting within acceptable industry standards.

Post-Delivery Issues:

Damage caused by improper unloading at destination port.
Breakage during buyer’s transportation from port to warehouse or job site.
Installation errors or fabrication damage.
Staining or damage caused by improper storage or handling.
Claims filed more than 30 days after container arrival at destination port.

Compensation Claim Procedure

Step 1 – Immediate Notification (Within 7 Days):

Upon container receipt and inspection, buyers must notify Flodeal in writing within 7 calendar days of any quality concerns. Notification must be sent to: info@flodeal.com

Step 2 – Detailed Documentation (Within 15 Days):

Submit comprehensive documentation including:

Complete photographic evidence showing defects (minimum 5-10 clear photos per issue)
Video documentation of container unloading (if damage suspected)
Detailed description of quality issues with reference to purchase order specifications.
Quantity of affected materials (square meters or number of pieces)
Copy of packing list and quality certificates received with shipment.
Third-party inspection report (if available)

Step 3 – Flodeal Review (15-20 Business Days):

Flodeal’s quality assurance team will review all submitted documentation and may request additional information or clarification. In some cases, Flodeal may arrange an independent third-party inspection at the buyer’s location (costs borne by Flodeal).

Step 4 – Resolution Decision (Within 30 Days):

Upon completing the review, Flodeal will communicate one of the following resolutions:

Approved Claims:

Monetary Compensation: Credit note issued for the value of defective materials (calculated based on invoice price per square meter).
Replacement Materials: Complimentary replacement materials shipped in buyer’s next order (subject to availability and minimum order requirements).
Discount on Future Orders: Percentage discount applied to buyer’s subsequent purchase (typically 10-25% depending on claim severity).

Partially Approved Claims:

Proportional compensation based on the percentage of materials affected and severity of defects.

Denied Claims:

Detailed explanation provided if the claim does not meet eligibility criteria or lacks sufficient documentation.

Maximum Compensation Limits

Individual Claims:

Maximum compensation limited to 15% of the original container invoice value.

Multiple Claims:

Aggregate compensation for a single shipment cannot exceed 25% of the original invoice value.

Monetary Refunds:

Partial monetary refunds (if applicable) will be processed via international wire transfer within 45 days of claim approval.

Transportation Damage and Insurance Requirements

Flodeal strongly distinguishes between quality defects (manufacturer responsibility) and transportation damage (insurance matter).

Transportation Damage Coverage

During International Shipping:

Damage occurring during ocean freight from Indian ports to destination ports is not covered by Flodeal’s quality guarantee. Such damage falls under marine cargo insurance coverage.

Common Transportation Damages:

Container water damage due to sea conditions or container leaks.
Breakage caused by improper container loading by shipping line.
Damage from container accidents during port handling Weather-related damage during transit.
Theft or pilferage during international shipping.

Mandatory Insurance Requirements

Option 1: Insurance Arranged by Flodeal

Comprehensive Marine Cargo Insurance:

Flodeal can arrange comprehensive marine cargo insurance covering door-to-port transportation (factory in India to destination port). Insurance cost is calculated at 1.5-2% of invoice value and added to the final invoice.

Coverage Includes:

All risks during inland transportation in India.
Loading at Indian ports.
Ocean freight transit.
Unloading at destination port.
Storage at destination port (up to 15 days)

Insurance Claim Process:

If transportation damage occurs, buyers must:

Note damage on delivery receipt at destination port.
Obtain survey report from port authorities or shipping line.
Notify Flodeal immediately with photographic evidence.
Flodeal will coordinate with insurance company for claim processin.
Insurance settlement paid directly to buyer.

Option 2: Insurance Arranged by Buyer.

Buyer’s Insurance:

International buyers may arrange their own marine cargo insurance through their preferred insurance providers. Buyers opting for self-insurance must:

Provide proof of insurance coverage to Flodeal before shipment.
Ensure coverage amount equals or exceeds 110% of invoice value.
Understand that Flodeal is not responsible for transportation damage claims.
Handle all claim procedures directly with their insurance provider.

No Insurance (Not Recommended):

Buyers choosing to ship without insurance accept full responsibility for any transportation damage. Flodeal strongly advises against uninsured shipments given the high value and fragile nature of granite products.

Damage Inspection Upon Arrival

Critical Inspection Timeline:

Buyers must inspect containers immediately upon arrival at the destination port:
Within 24 hours: Visual external container inspection for damage signs
During Unloading: Document the unloading process with photos/video
Within 7 days: Complete internal inspection of all materials
Damage Notation: Mark any visible damage on carrier’s delivery receipt before signing

Failure to Inspect:

Claims filed more than 7 days after container arrival may be denied by insurance providers or deemed ineligible by Flodeal for quality compensation consideration.

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Order Cancellation Policy

Before Production Begins

Cancellation Accepted: Orders may be cancelled without penalty if:

Cancellation requested within 48 hours of purchase order confirmation
Production has not yet commenced
Materials have not been reserved from quarry inventory

Cancellation Fee: 5% administrative fee applied to cover documentation and reservation costs.

After Production Begins

No Cancellation: Once production begins (cutting, polishing, or custom fabrication), orders cannot be cancelled. Buyers remain obligated to complete the purchase and arrange shipment.

Exceptions: Force majeure events (natural disasters, war, government restrictions) may warrant cancellation consideration on a case-by-case basis.

After Shipment

No Cancellation: Once containers are loaded and shipped from Indian ports, orders cannot be cancelled under any circumstances. Buyers must accept delivery and handle any concerns through the quality compensation policy.

Exchanges and Replacements

No Direct Exchanges:
Due to international shipping logistics and costs, Flodeal does not offer direct product exchanges on delivered materials.

Replacement as Compensation:
For approved quality claims, replacement materials may be provided as compensation in the buyer’s next container order (minimum order quantities apply).

Future Order Credits:
Buyers receiving credit notes for quality issues may apply these credits toward future purchases with Flodeal within 12 months of issuance.

Custom and Made-to-Order Products

Special Orders:
Custom-cut countertops, monuments with CNC detailing, and special dimension orders are produced specifically per buyer specifications. These products are:

Non-returnable: Under all circumstances
Non-refundable: Except for verified manufacturing defects
Require Approval: Buyers must approve detailed shop drawings before production begins
Final Sale: Once approved and produced, buyers accept full responsibility

Approval Process:
Custom orders require buyer sign-off on:

Detailed dimensional drawings
Material selection and color approval
Edge profile and finish specifications
CNC carving or engraving designs (if applicable)

Changes requested after production begins may incur additional charges or be declined if already completed.

Contact Information for Claims and Inquiries

Quality Claims and Compensation:
Email: info@flodeal.com
Subject Line: “Quality Claim – Container [Your Container Number]”

Insurance Claims Assistance:
Email: logistics@flodeal.com
Subject Line: “Transportation Damage – Container [Your Container Number]”

General Policy Inquiries:
Email: info@flodeal.com
Phone: +91 [Your Contact Number]

Response Time:
Flodeal commits to acknowledging all claim notifications within 2-3 business days and providing regular updates throughout the review process.

Governing Law and Dispute Resolution

This Return and Refund Policy is governed by Indian law and international trade regulations. Any disputes arising from quality claims, compensation, or policy interpretation shall be resolved through:

Step 1: Good faith negotiation between buyer and Flodeal management
Step 2: Mediation through mutually agreed third-party mediator
Step 3: Arbitration in Bangalore, Karnataka, India under Indian Arbitration and Conciliation Act

Language: All communications, documentation, and proceedings shall be conducted in English.

Policy Updates and Modifications

Flodeal Private Limited reserves the right to update this Return and Refund Policy periodically to reflect changes in business practices, international regulations, or quality procedures. Updated policies will be posted on our website with revised “Last Updated” dates.

Applicability: Policy in effect at the time of purchase order confirmation governs that specific transaction.

Agreement and Acknowledgment

By placing an order with Flodeal Private Limited, international buyers acknowledge that they have:

Read and understood this Return and Refund Policy in its entirety
Accepted that physical returns are not possible for full container loads
Agreed to follow prescribed claim procedures for quality issues
Understood insurance requirements for transportation damage protection
Accepted final sale terms for all custom and made-to-order products

For Questions or Clarifications:
Contact our international sales team at exports@flodeal.com. We’re committed to transparency, quality, and building lasting partnerships with our global buyers.

This policy balances protecting Flodeal’s business interests while providing fair compensation mechanisms for legitimate quality issues, clearly distinguishing between manufacturing defects (company responsibility) and transportation damage (insurance matter).

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