Legal

Refund & Claims Policy

Last updated: 29 September 2026

Torna Enterprises supplies fresh and frozen produce under commercial export contracts. This policy describes how claims and refunds are handled for B2B shipments. Website enquiries alone do not create a refund right.

Scope

Refunds, replacements or credit notes apply only to confirmed purchase orders or contracts that include agreed Incoterms, quality specs and claim windows. Consumer retail returns do not apply to this wholesale export business.

Quality claims

If a shipment arrives outside the agreed specification, notify us in writing with photos, lot or container references and receiver reports as soon as practicable, and within any claim period stated in the contract (or within 48 hours of discharge if none is stated, unless law requires longer).

Assessment

We review claims against the contracted grade, packing standard and shipping documents. Independent survey reports may be required for large claims. Outcomes may include credit, partial refund, replacement stock where feasible, or rejection of the claim if the goods met the contract.

Transit and force majeure

Risk and responsibility follow the agreed Incoterms. Delays or damage caused by carriers, ports, weather or government action are handled under those terms and any insurance arranged for the shipment.

Deposits and cancellations

Any advance payment terms, cancellation fees or restocking rules are set in the individual quotation or contract. Amounts already committed to packing, freight or farm procurement may be non-refundable.

How to raise a claim

Email info@tornaenterprises.com with your order reference, or call +91-8412029030 / +91-8605370016. We aim to acknowledge claims promptly and resolve them in good faith.