Return & Refund Policy

Last Updated: February 2026 | SunGlow Agrichem Pte. Ltd.

At SunGlow Agrichem, we stand behind the quality of our products. This policy outlines the conditions under which returns and refunds are accepted for our fertilizer and agrochemical products. By purchasing from us, you agree to the terms outlined below.

1. Conditions for Returns ACCEPTED

We accept returns under the following circumstances:

1.1 Product Quality Issues

• Manufacturing Defects: Products with proven defects in composition or formulation
• Packaging Damage: Damaged packaging leading to leakage, contamination, or spillage during transit
• Specification Deviation: Product specifications significantly deviate from the agreed technical parameters (e.g., N-P-K content, moisture levels, particle size)
• Contamination: Presence of foreign matter or impurities not consistent with product standards

1.2 Shipping Errors

• Wrong Product: Products received do not match the ordered variety, grade, or formula
• Quantity Discrepancy: Actual quantity delivered differs from the order by more than 2%
• Documentation Errors: Incorrect labeling or documentation preventing proper use or customs clearance

1.3 Notification Timeframe

Required documentation for claims:

• Clear photographic evidence of the issue (packaging, product condition, labels)
• Third-party inspection report from a recognized surveyor (for bulk shipments)
• Copy of the Bill of Lading and Delivery Order
• Detailed description of the discrepancy

2. Non-Returnable Items NOT ACCEPTED

We cannot accept returns for the following:

Category	Description	Reason
Customized Formulas	Products developed specifically for client’s unique soil conditions, crop requirements, or regional regulations	Cannot be resold; non-standard formulation
Opened/Used Products	Items where original seal is broken, packaging opened, or product partially used	Safety and contamination risks
Improper Storage	Deterioration caused by failure to follow storage instructions (moisture exposure, extreme temperatures, direct sunlight)	User responsibility
Expired Claims	Claims submitted after 5-day notification period or for products past shelf life	Policy timeframe exceeded
Regulatory Changes	Products rejected due to changes in local import regulations or licensing requirements	Buyer’s regulatory compliance responsibility

3. Return Process

4. Refund Process

4.1 Processing Time

4.2 Refund Methods

Method	Description	Timeline
Original Payment	Refund to original bank account via T/T or adjustment to L/C	10-14 business days
Credit Note	Refund amount issued as credit for future orders (by mutual agreement)	Immediate upon agreement
Product Replacement	Replacement shipment of correct/defect-free products	Per new production schedule

4.3 Partial Refunds

In certain cases, partial refunds may be issued:

• For minor quality deviations that do not affect product efficacy (e.g., slight color variation)
• For partial quantity discrepancies (refund only for missing quantity)
• For products with reduced shelf life (prorated based on remaining validity period)

5. Shipping Costs Responsibility

Scenario	SunGlow Pays	Client Pays
Product defects or quality issues	✓ Return freight + re-shipping	—
Shipping errors (wrong product/quantity)	✓ Return freight + re-shipping	—
Client order error or change of mind	—	✓ All round-trip freight
Import license/regulatory issues	—	✓ Freight + demurrage + fees
Improper storage by client	—	✓ All costs

6. Force Majeure

SunGlow shall not be liable for failure to fulfill return obligations due to circumstances beyond our reasonable control, including but not limited to: natural disasters, wars, government actions, pandemics, port closures, or logistics disruptions. In such cases, we will work with clients to find mutually acceptable solutions.

7. Contact Information