Last Updated: September 2026
RMZE Global Supply (“RMZE”, “we”, “us”, or “our”) aims to supply products accurately and in accordance with the confirmed order, quotation, invoice, purchase order, or other applicable commercial terms.
This Return & Refund Policy explains the general conditions applicable to product returns, replacements, refunds, and related requests.
This policy may apply to Retail, Wholesale, Bulk, B2B, Dealer, Distributor, Institutional, Government/Tender, OEM/Private Label, and Export Orders, subject to the specific terms of the transaction and applicable law.
1. General Return & Refund Principle
Returns, replacements, and refunds are considered according to:
- Product condition
- Reason for the return
- Confirmed order specifications
- Product category
- Order type
- Applicable transaction-specific terms
- Shipping and delivery circumstances
- Applicable law
Nothing in this policy is intended to exclude or restrict any mandatory statutory or consumer rights that cannot legally be excluded.
2. Eligible Return Situations
Subject to applicable terms and law, RMZE may consider a return, replacement, correction, or refund where a product is:
- Defective
- Damaged in transit
- Incorrectly supplied
- Materially different from the confirmed order
- Missing essential components that were included in the confirmed order
- Otherwise eligible under the applicable transaction terms
The specific remedy will depend on the circumstances.
3. Product Damage During Transit
If a package appears visibly damaged at the time of delivery, the customer should, where reasonably possible:
- Inform the delivery personnel/carrier
- Note the damage
- Take photographs and/or video
- Preserve the original packaging
- Preserve shipping labels and documents
- Contact RMZE promptly
This information may be required for investigation or carrier claims.
Failure to preserve available evidence may make investigation more difficult, but RMZE will consider each matter based on its circumstances and applicable law.
4. Defective Products
If a customer believes a product is defective, the customer should contact RMZE promptly after discovering the issue.
RMZE may request:
- Order number
- Invoice
- Product photographs
- Video showing the issue
- Product details
- Packaging photographs
- Other information reasonably necessary for verification
After review, RMZE may offer an appropriate remedy such as:
- Replacement
- Repair, where applicable
- Refund
- Partial refund, where appropriate
- Other reasonable resolution
The applicable remedy will depend on the nature and circumstances of the issue.
5. Wrong or Incorrect Product
If RMZE supplies a product materially different from the confirmed order, the customer should contact RMZE promptly.
After verification, RMZE may arrange an appropriate resolution, which may include replacement, return, correction, or refund as applicable.
Customers should not return products without first contacting RMZE and receiving return instructions where such instructions are required.
6. Missing or Incomplete Items
If an order is missing an item, accessory, component, or quantity that was included in the confirmed order, the customer should notify RMZE promptly.
RMZE may investigate the packing and shipment records and, where appropriate, arrange:
- Missing-item shipment
- Replacement
- Correction
- Refund
- Other appropriate resolution
7. Change of Mind / Preference-Based Returns
Returns based solely on a customer’s change of mind, preference, colour preference, size preference, product selection mistake, or similar reason may not automatically be accepted.
Eligibility for such returns may depend on:
- Product category
- Condition of the product
- Order type
- Return terms communicated before purchase
- Applicable law
For business, bulk, customized, OEM, private-label, and specially procured orders, returns based solely on change of mind will generally be subject to the separately agreed commercial terms, to the extent legally permissible.
8. Product Condition for Approved Returns
Where a return is approved, the product may generally need to be returned:
- In appropriate condition
- With relevant accessories
- With original packaging where reasonably required
- With invoice/order details
- Without unauthorized modification or damage
Products returned in a condition materially different from the condition in which they were supplied may be subject to further review.
This does not affect mandatory rights relating to defective or incorrectly supplied goods.
9. Return Request Process
To request a return, replacement, or refund, the customer should contact RMZE through the official contact details provided on the website.
The request should generally include:
- Customer name
- Order/invoice number
- Product name
- Reason for request
- Photographs/videos where relevant
- Description of the issue
- Other supporting information reasonably requested by RMZE
RMZE may review the request before authorizing a return.
10. Return Authorization
Customers should not automatically ship products back to RMZE without receiving applicable return instructions.
Where a return is approved, RMZE may provide instructions regarding:
- Return address
- Shipping method
- Packaging
- Documentation
- Return authorization
- Other applicable requirements
Unauthorized returns may experience delays in processing.
11. Return Shipping Costs
Responsibility for return shipping costs may depend on the reason for the return.
Where the return is attributable to an error by RMZE or an eligible product defect, RMZE may arrange or reimburse reasonable return shipping costs where appropriate and legally required.
Where a return is requested for a customer preference, change of mind, incorrect selection, or other customer-attributable reason, applicable return shipping costs may be borne by the customer where legally permissible.
For bulk, B2B, institutional, government, OEM/private-label, and export orders, shipping responsibility may be governed by the applicable quotation, contract, purchase order, Incoterms, or other written terms.
12. Refund Processing
Where a refund is approved or legally required, RMZE will process the applicable refund according to the circumstances and applicable law.
Refunds may generally be made through the original payment method where reasonably possible.
The time required for funds to appear in the customer’s account may depend on the bank, card issuer, payment gateway, or other payment provider.
13. Refund Amount
The amount refunded will depend on the applicable circumstances and transaction terms.
Where applicable, the refund may take into account:
- Amount actually paid
- Eligible product amount
- Applicable shipping charges
- Return shipping
- Approved deductions
- Taxes or statutory treatment
- Other transaction-specific terms
Any deduction will be made only where permitted by applicable law and applicable transaction terms.
14. Replacement Instead of Refund
Where a product is defective, damaged, incorrect, or otherwise eligible for remedy, RMZE may, depending on the circumstances, offer a replacement instead of a refund where legally permissible and appropriate.
Replacement availability may depend on:
- Product availability
- Product category
- Nature of the defect
- Manufacturing or procurement status
- Shipping feasibility
15. Wholesale & Bulk Orders
Wholesale and bulk orders may be subject to different return and refund conditions because such orders may involve:
- Large quantities
- Special pricing
- Special procurement
- Dedicated production
- Custom packaging
- Advance procurement
- Freight arrangements
Applicable return, replacement, cancellation, and refund terms may be specified in the quotation, proforma invoice, purchase order, or commercial agreement.
16. Dealer & Distributor Orders
Dealer and distributor orders may be subject to separately agreed commercial terms.
Returns, replacements, credit adjustments, defective-product claims, and other matters may be handled according to the applicable distributor/dealer agreement or transaction-specific terms.
17. Institutional Orders
Orders for schools, colleges, universities, sports academies, institutions, corporations, and other organizations may be governed by the applicable quotation, purchase order, contract, or institutional agreement.
Where specific return or replacement terms have been agreed in writing, those terms will apply to the extent legally valid.
18. Government, PSU, Defence & Tender Orders
Government, PSU, defence, police, institutional, and tender orders may be governed by the applicable:
- Tender conditions
- Purchase order
- Contract
- Work order
- Procurement rules
- GeM/order terms where applicable
- Inspection requirements
- Other government/institutional terms
Where such valid transaction-specific terms differ from this general policy, the specific terms shall prevail to the extent legally valid.
19. OEM, Private Label & Customized Products
OEM, private-label, customized, specially branded, made-to-order, or specially manufactured products may not be eligible for ordinary change-of-mind returns because they may have been produced or procured specifically for the customer.
However, issues involving defective products, incorrect specifications, manufacturing problems, or other legally protected situations will be reviewed according to the applicable transaction terms and law.
Where customization or production has commenced, cancellation and refund treatment may be subject to the agreed commercial terms.
20. Made-to-Order & Specially Procured Products
Products manufactured, sourced, imported, or procured specifically against a customer’s confirmed requirements may be subject to special return and cancellation conditions.
The applicable conditions may be communicated before order confirmation.
Nothing in this section limits any mandatory rights available under applicable law.
21. Export & International Orders
International orders may be subject to additional return and refund considerations because of:
- International freight
- Customs clearance
- Import duties
- Taxes
- Customs documentation
- Destination-country regulations
- Return transportation
- International logistics costs
Return arrangements for export orders may therefore be governed by the applicable quotation, export agreement, Incoterms, purchase order, or other written terms.
Any mandatory rights applicable to the transaction remain unaffected.
22. Customs Duties & Taxes on Returns
For international returns, customs duties, taxes, clearance fees, brokerage charges, return freight, or other charges may arise.
Responsibility for such charges will depend on the agreed commercial terms, Incoterms, circumstances of the return, and applicable law.
Customers should contact RMZE before returning an international shipment.
23. Non-Returnable / Restricted Situations
Subject to applicable law, returns may not be accepted in circumstances such as:
- Unauthorized returns
- Products materially damaged after delivery due to customer handling
- Products modified or altered without authorization
- Products damaged through misuse or improper installation
- Products returned without required information where verification is not reasonably possible
- Customized or specially manufactured products where no eligible defect or contractual issue exists
- Certain hygiene-sensitive or consumable products where applicable
- Products specifically identified as non-returnable before purchase, where legally permissible
These conditions do not override mandatory consumer or statutory rights.
24. Inspection & Verification
RMZE may inspect or verify a returned product before determining the final resolution.
Verification may include:
- Product inspection
- Serial/model verification
- Packaging inspection
- Manufacturing/quality review
- Order comparison
- Photographic/video evidence
- Shipping records
- Carrier records
The purpose of verification is to determine whether the reported issue corresponds with the order and the applicable return conditions.
25. False, Fraudulent or Abusive Claims
RMZE may investigate claims where there are reasonable grounds to suspect:
- Fraud
- Product substitution
- Intentional damage
- False information
- Repeated abusive returns
- Unauthorized use
- Manipulation of return evidence
Where fraud or abuse is reasonably established, RMZE may decline the claim or take appropriate action subject to applicable law.
26. Return & Refund Communication
RMZE may communicate with customers regarding return or refund matters through:
- Telephone
- Website/account communication
- Other authorized business communication channels
Customers should provide accurate contact information to facilitate resolution.
27. Relationship With Payment & Cancellation Policies
This Return & Refund Policy should be read together with RMZE’s:
- Terms & Conditions
- Payment Policy
- Shipping Policy
- Cancellation Policy
- Privacy Policy
Where a specific transaction has separate written terms, those terms may apply to the extent legally valid.
28. Order-Specific Terms
For wholesale, bulk, institutional, government, tender, OEM/private-label, and export transactions, return and refund terms may be specifically agreed through:
- Quotation
- Proforma Invoice
- Purchase Order
- Contract
- Tender Document
- Export Agreement
- OEM/Private Label Agreement
- Other mutually accepted written terms
Where valid transaction-specific terms conflict with this general policy, the specific written terms shall prevail to the extent of the conflict and applicable law.
29. No Waiver of Mandatory Legal Rights
Nothing in this Return & Refund Policy is intended to remove, restrict, or waive any consumer, statutory, contractual, or other legal right that cannot legally be excluded.
Where applicable law provides a mandatory remedy, RMZE will comply with the applicable legal requirement.
30. Governing Law & Exclusive Jurisdiction
This Return & Refund Policy shall be governed by the applicable laws of India.
To the extent permitted by applicable law, and where the courts at Meerut, Uttar Pradesh have jurisdiction over the relevant dispute, the competent courts at Meerut, Uttar Pradesh, India shall have exclusive jurisdiction over disputes arising out of or relating to returns, refunds, replacements, product claims, or other matters covered by this policy.
Nothing in this clause is intended to restrict or exclude any mandatory statutory jurisdiction, consumer remedy, regulatory authority, tribunal, government procurement mechanism, or other forum whose jurisdiction cannot legally be excluded or contractually restricted.
For transactions governed by a separate written agreement containing valid dispute-resolution or jurisdiction provisions, those transaction-specific provisions may apply.
31. Policy Updates
RMZE may update this Return & Refund Policy from time to time to reflect changes in:
- Business operations
- Product categories
- Return procedures
- Payment systems
- Shipping arrangements
- Legal requirements
- Regulatory requirements
The latest version will be published on this website with the applicable Last Updated date.
32. Contact RMZE
For return, replacement, refund, defective-product, damaged-shipment, or order-related assistance, customers should contact RMZE through the official contact details provided on the website.
Please include the relevant order/invoice information to help us process the request efficiently.
For Retail, Wholesale, Bulk, Dealer, Distributor, Institutional, Government Tender, OEM/Private Label & Export Requirements — Contact RMZE.
