Cancellations, Returns, Replacements and Refunds

This Policy governs cancellations, quality claims and remedies for Burbn B2B Orders. The Supplier is responsible for supplying the contracted goods. Burbn administers the process and honours its express obligations under the Buyer Protection Policy. The Approved Order Record may provide more favourable remedies or a permitted, expressly agreed inspection arrangement.

1. Commercial purchasing and minimum protections

B2B goods are purchased for business needs and may involve bulk quantities, custom manufacture or agreed specifications. There is no automatic change-of-mind return unless the Supplier or Order expressly offers one or applicable law requires it.

That limitation does not apply to non-delivery, wrong goods, material non-conformity, undisclosed defects, counterfeit goods, an agreed return promise or a non-excludable legal right. “Customised,” “wholesale,” “imported” and “no returns” do not excuse those obligations.

The version accepted for the Order governs that Order. A later policy change, packaging insert or invoice footnote cannot retrospectively reduce a remedy.

2. Cancellation before a binding Order

A draft, cart or RFQ may be withdrawn without a goods cancellation charge before a binding Order is formed. A separately authorised sample, inspection or other service already performed may remain payable according to its own agreement.

If money was collected for an Order that was never accepted, initiate its return within two Business Days after the non-acceptance is confirmed. A transaction that remains uncertain must be reconciled promptly; it must not be left pending indefinitely to avoid returning funds.

3. Cancellation after acceptance: ready-stock goods

Request cancellation as soon as possible through the Order or support. A request is not completed until its status is confirmed. The Supplier should stop avoidable work and carrier handover while a timely request is assessed.

Before dispatch, cancellation should ordinarily be accepted for standard ready-stock goods, subject only to lawful, previously disclosed and evidenced unavoidable costs already incurred for that Order. A blanket forfeiture of the whole price is not the default. Reusable stock and avoidable shipping are not non-recoverable costs.

After actual dispatch, cancellation may require interception or return and will be assessed with the applicable return terms. A Supplier must not falsely mark goods dispatched to defeat a request. If the Supplier caused the cancellation through non-performance, the Buyer must not be charged a convenience-cancellation fee.

4. Cancellation of custom production or procurement

For made-to-order goods, OEM branding, special materials, custom tooling or specially procured stock, the Order must state when commitment begins, the approved milestones and how cancellation costs are calculated.

If the Buyer cancels for convenience after authorising irreversible work, the Supplier may claim the reasonable, unavoidable, documented costs permitted by the Order and law. It must stop further avoidable work and deduct the value of unused reusable materials, resale proceeds, costs saved and amounts already recovered. Do not deduct expected profit for work not performed unless a separately enforceable agreement and law permit it.

Provide an itemised cost statement and supporting evidence. Deliver or make available paid-for tooling or work where the ownership agreement requires. If the Supplier fails to meet the approved specification or cannot supply lawfully, it cannot use this clause to charge the Buyer for its own breach.

5. Supplier cancellation and failure to supply

A Supplier must notify the Buyer promptly if it cannot fulfil an accepted Order. Stock shortages, avoidable procurement failures and an increase in Supplier cost do not authorise a forced substitute or additional price.

The Buyer may accept a clearly documented revised proposal or cancel the affected portion and receive the amounts due. In the case of Supplier non-performance, refundable amounts include the affected goods price and related taxes and service or delivery amounts paid for performance that will not be provided, subject to the allocation in section 13.

For delay, the Shipping Policy permits a claim after the latest agreed delivery date and ordinarily cancellation of the unfulfilled part after a further 14 calendar days. Confirmed loss, express refusal to supply, unlawful goods or impossibility may justify earlier action.

6. Inspection and reporting windows

Each separately delivered consignment has its own actual receipt date. An estimated delivery date does not start the quality-inspection period before the goods arrive. A disputed delivery scan is assessed on evidence rather than automatically fixing the deadline.

Reasonable extensions will be considered for platform outages, exceptional disruption, concealed defects, delayed access to necessary inspection, misleading instructions or other circumstances that prevented a timely report. State the reason and provide available evidence. These administrative windows do not shorten a statutory limitation period or waive a valid contractual warranty.

7. Grounds for a quality claim

Examples include material differences from the accepted description, dimensions, material, model or performance; wrong quantities or assortment; transit damage for which the Supplier bears risk; expired or wrongly dated goods; missing components; counterfeit or unauthorised branded goods; and missing certificates or approvals that were required for the agreed supply.

An expressly accepted tolerance, disclosed cosmetic difference or disclosed defect is assessed against the accepted specification. A vague disclaimer such as “actual product may vary” does not permit a material substitution. A defect caused solely by the Buyer's later misuse, unauthorised modification or unsuitable storage is not a Supplier-fault claim, but the conclusion must be supported.

8. Evidence and handling of the affected stock

Provide the Order ID, affected quantity, delivery date, a clear description and the remedy requested. Useful evidence includes photographs, packaging and labels, serial or batch numbers, weighing records, an agreed sample, inspection reports and relevant messages.

An unboxing video may help establish condition on receipt. It is not the exclusive evidence route, and absence of a video does not automatically defeat a valid claim. A service-centre certificate or laboratory report may be reasonably requested where needed for a technical issue; the cost and necessity must be addressed fairly.

Segregate disputed stock and preserve packaging where reasonably available. Do not resell goods claimed to be unsafe or counterfeit. Reasonable opening, testing or sampling to discover a defect does not by itself make a claim ineligible. Any additional damage caused by unnecessary use is considered separately.

9. Assessment and response

The Supplier should provide a substantive response within three Business Days of receiving the claim, including relevant evidence and a proposed remedy. Burbn may intervene earlier for urgent risk and may assess the claim when the Supplier does not respond within the stated period.

The assessment must identify the accepted specification, evidence, affected units, responsible party and proposed outcome. It must not rely solely on a generic “quality check failed” label. Where an expert test is needed, record its scope, independence, cost, timetable and who pays if the claim is substantiated.

Do not close a timely claim simply because an interface option was unavailable, a Supplier account was suspended or a required return pickup was delayed by the responsible party. Email to support can preserve the original reporting date.

10. Available remedies

Depending on the nature of the breach and applicable rights, remedies may include supply of missing units, a conforming replacement, agreed repair, a proportionate price reduction, return and refund, or refund without physical return where return is unlawful, unsafe or disproportionate.

A Buyer need not accept store credit, a different product or indefinite repair attempts instead of a refund to which it is entitled. An agreed replacement must identify the delivery date and meet the specification. Unless another reasonable period is expressly agreed, a conforming replacement should be delivered within 15 calendar days after approval; otherwise the Buyer may request the applicable refund.

Where only identifiable units are affected, remedy those units and allocate shared charges fairly. If the defect affects a common batch, makes the assortment unusable or undermines the agreed purpose of the entire lot, a wider lot remedy may be appropriate on the evidence. Do not automatically require every unit to fail before assessing a batch claim.

11. Authorised return procedure

Provide usable return instructions ordinarily within two Business Days after return approval. They must state the recipient, address, method, cost bearer, required documentation and any safety or international-shipping requirements.

The Buyer should tender the return within seven calendar days after receiving usable instructions and any necessary label or pickup arrangement, unless a different reasonable date is recorded. A delay caused by an unavailable pickup or defective instructions does not count as Buyer delay.

Return the affected goods and reasonably available accessories. Original packaging is helpful, but its absence is not an automatic defence to a claim for goods that arrived defective. A deduction requires evidence of actual additional loss caused by missing accessories or avoidable damage, and must not duplicate the original defect.

Use the authorised tracked route. If the Supplier or Burbn arranges collection, the Buyer is not responsible for a subsequent loss after proper handover, unless caused by its own improper packing or other proven breach. A Buyer choosing an unapproved route assumes avoidable additional costs and risks to the extent caused by that choice; the underlying claim still requires fair assessment.

12. International, hazardous and electronic returns

For imported Supplier-fault goods, the resolution must specify an accessible lawful return address, a funded re-export process or an appropriate non-return remedy. The Buyer must not be required to pay an undisclosed international return cost to obtain a valid remedy.

Do not send damaged batteries, hazardous materials, contaminated goods or suspected counterfeit goods through an ordinary courier without lawful instructions. Quarantine and authorised disposal may replace return where appropriate. Preserve sufficient evidence and follow applicable authority directions.

Before returning a device, preserve relevant fault evidence, back up and remove personal or business data, and remove access locks where reasonably possible. If the fault prevents a reset, notify the receiving party and agree secure handling. Do not send passwords or banking credentials. A technical inability to reset a defective device should not automatically eliminate the remedy.

13. Refund calculation and cost allocation

For a substantiated Supplier-fault claim, the refundable amount ordinarily includes the price actually paid for affected goods after allocated discounts; tax charged on those goods; the reasonable attributable share of original delivery or handling charges; and authorised return freight or necessary return processing allocated to the Supplier.

No notional freight is deducted from a refund merely because the original shipping was free. Do not retroactively reprice unaffected units at a higher quantity tier solely because some units were validly rejected. A partial refund must state the quantity, unit basis and allocation of shared charges.

For an agreed convenience return, the previously disclosed reasonable return freight or restocking charge may apply. No default restocking fee is created by this Policy. A fee cannot be applied to conceal Supplier fault.

Government duties or taxes paid directly to an authority may require a separate statutory refund or credit procedure. The parties must cooperate with supporting documents. Those direct authority payments are not automatically refundable through Burbn's payment system; any claim for Supplier-caused loss remains assessable under contract and law. The same distinction applies to independent bank interest, finance charges and currency-conversion costs, unless expressly covered or legally recoverable.

14. Inspection of returned goods and approval

The receiving Supplier must inspect returned goods within three Business Days after receipt and either confirm the remedy or provide a specific, evidenced objection. A necessary specialist test may justify a documented extension with a stated completion date; it must not leave the refund open-ended.

If return tracking or other reliable evidence establishes proper receipt and the Supplier fails to inspect or respond, Burbn may determine the claim from the available record. A Supplier's refusal to accept an authorised return is not an automatic reason to deny the Buyer a refund.

For a partial-value deduction, state the particular damage or missing component, evidence, amount and calculation. Give the Buyer an opportunity to contest it. A deduction cannot remove the value of the very defect being remedied.

15. Refund initiation and bank credit

Initiate an approved refund within two Business Days after approval and satisfaction of any valid return condition. Once a qualifying Buyer Protection claim has been approved, the Supplier's delayed reimbursement does not postpone the Buyer's refund.

Return the money to the original payment method where possible. Use a verified lawful alternative when that method cannot receive funds. Cash-paid amounts are not forced into store credit. For mixed payment, restore each component to its original form where appropriate, with a clear statement.

After initiation, the expected provider credit time is generally five to ten Business Days, subject to the actual method and any mandatory shorter deadline. Provide a refund reference and assistance if it is delayed. A confirmed payment failure follows the separate reversal route in the Payments Policy.

16. Warranty claims and repeated failures

An agreed longer warranty continues after the ordinary inspection period. The Supplier must identify the relevant provider and offer a workable claim route. A repaired or replacement unit must be fit for the promised purpose and conform to the original agreement.

Repeated failure, inability to provide parts or an impractical service route may justify a refund or other remedy under the contract and law. This Policy does not impose a universal warranty duration on every product; the warranty promised for the specific Order and non-excludable rights control.

17. Abuse, review and mandatory rights

Knowingly false evidence, substituted goods, duplicate recovery or deliberate damage may result in rejection, proportionate recovery and account action. A high claim count, a mistaken claim or a good-faith disagreement is not by itself proof of fraud.

Either party may seek internal review within 30 calendar days of the decision, with new evidence or an identified assessment error. Legal and statutory remedies remain available; the internal deadline does not shorten them. The Grievance Policy sets the escalation route and relevant statutory deadlines.

The common Terms preserve applicable consumer, contract, sale-of-goods, MSME and other mandatory rights. Questions or claims may be sent to support@scrolling.in or raised at https://b2b.scrolling.in/support.