Refund policy

RRP-01 | Scope
This Return and Refund Policy applies primarily to B2B samples, standard products, OEM / Private Label products and
WALRAM brand cooperation. It does not create a general consumer-style change-of-mind or unconditional return right.
RRP-02 | Written authorisation required
Do not return any product without prior written return authorisation and return instructions from an authorised representative.
Unauthorised returns may be rejected, delayed or returned at the sender's cost, subject to applicable law and the transaction
documents.
RRP-03 | Samples
Samples are normally charged. Sample charges, shipping and any testing arrangements are confirmed for the project. A sample
is not automatically refundable because the customer decides not to proceed. Verified non-conformity or another approved
exception will be assessed under the applicable written terms.
RRP-04 | Standard products
For standard, non-custom products, returns for a non-quality reason are not automatically accepted. A request may be
considered case by case only before return shipment and only after written authorisation, taking account of condition, packaging,
traceability, resaleability, timing, freight, duties and other costs.
RRP-05 | OEM and customised products
Products made, labelled, packaged, configured or procured for an OEM / Private Label or other customised project are generally
not eligible for return, cancellation or refund for a non-quality reason after the relevant materials or production have been
committed. This does not limit an approved claim for verified non-conformity, manufacturing defect or failure to match the
accepted written specification.
RRP-06 | Quality issues and warranty claims
The standard product warranty period is three (3) years, subject to the applicable product and transaction documents. A quality
or warranty claim must identify the affected SKU, quantity, serial / lot information where available, failure symptoms, use
conditions and supporting evidence. The warranty start point, exclusions, testing method and claim process follow the accepted
quotation, order, contract or written confirmation.
RRP-07 | Customer-confirmed specification or artwork
If products conform to the specification, capacity, interface, packaging, label, artwork or other details approved by the customer,
an error in the customer's confirmation is generally not a supplier quality defect. Any rework, replacement or accommodation is
subject to feasibility, cost and authorised written agreement. If we supplied goods that do not match the accepted written
specification, the issue will be assessed as a potential non-conformity.
RRP-08 | Transit damage, loss or shortage
Transit damage, loss or shortage must be documented promptly with the outer packaging, labels, quantity, product condition and
carrier records preserved. Responsibility and remedy depend on the agreed shipping arrangement, insurance, risk-transfer point,
carrier terms and transaction documents. Do not discard packaging or release the carrier from inspection before instructions are
received where practical.
RRP-09 | Notice periods
Visible shortage, wrong item or transit damage notice: [TO BE CONFIRMED BY HENRY AND LEGAL REVIEW]
Other apparent non-conformity notice: [TO BE CONFIRMED BY HENRY AND LEGAL REVIEW]
Repair / replacement request process within the three-year warranty: [TO BE CONFIRMED BY HENRY AND LEGAL REVIEW]
A specific accepted quotation, order or contract may state different valid periods.
RRP-10 | Evidence required 
A request should include the order or invoice reference, SKU, quantity, serial / lot details where applicable, description of the
issue, photos or video, test method and result, packaging condition, delivery records and any other reasonably requested
evidence. Sample units may be required for analysis. Evidence requirements must be proportionate and lawful.
RRP-11 | Evaluation
We may review records, request additional information, inspect returned units or arrange reasonable technical evaluation before
confirming responsibility or a remedy. An initial acknowledgement or request for samples does not constitute admission of liability
or approval of a refund.
RRP-12 | Available remedies
Depending on the verified issue, affected quantity, feasibility and transaction documents, an authorised remedy may include
technical support, rework, repair, replacement, replenishment, credit, partial refund, refund or another written commercial
solution. A refund is not the automatic or exclusive remedy.
RRP-13 | Return freight, duties and related costs
Responsibility for return freight, redelivery, insurance, duties, taxes, testing and handling costs depends on the verified cause,
agreed trade terms and written transaction documents. No uniform global cost allocation is promised on the website.
RRP-14 | Refund processing
Any approved refund will be processed through an authorised method and subject to the approved amount, currency, bank or
platform process and applicable transaction documents. Timing, deductions and fees must be confirmed in writing. Do not send
new bank details through an unsecured general form.
RRP-15 | Mandatory rights
Nothing in this policy limits rights or remedies that cannot lawfully be excluded. If an approved transaction is legally treated as a
consumer sale in a particular jurisdiction, mandatory consumer rights may override inconsistent B2B terms.
RRP-16 | Contact for a claim
Submit a claim through [APPROVED AFTER-SALES / CLAIM CHANNEL: TO BE CONFIRMED]. Include only the information
necessary to assess the claim. The public claim channel and internal escalation route must be approved before publication.