Black Jaguar Exim
Return & Refund Policy
Our return and refund process is designed to protect product safety, packaging integrity, batch traceability and regulatory compliance for healthcare and pharmaceutical supplies.
*After eligible refund approval.
Due to the sensitive nature of pharmaceutical, surgical, Ayurveda, herbal and healthcare products, returns are subject to product condition, evidence, safety checks and verification.
01 General Return Eligibility
A return, replacement or refund request may be reviewed where the delivered product does not meet the confirmed order or arrives with a verified issue.
Every request is reviewed individually and remains subject to verification by Black Jaguar Exim.
02 Non-Returnable Products
For safety, hygiene, traceability and regulatory reasons, certain goods may not be returnable after delivery unless they were damaged, incorrect, expired or defective when received.
03 Return Request Timeline
Customers must report damaged, incorrect, missing, expired or defective goods within 48 hours of delivery.
Claims raised after this period may not be accepted because product condition, storage and handling can no longer be reliably verified.
For bulk, business or export orders, any separately agreed inspection or claim period in a quotation, invoice, purchase agreement or shipping document shall apply.
04 Products Not Eligible for Refund
A refund may not be approved where:
- The request is made after the permitted reporting period.
- The product was correctly supplied but is no longer required.
- The product has been opened, used, consumed or altered.
- The customer failed to store the product correctly.
- The product was damaged after delivery.
- Delivery failed due to an incorrect address or refusal.
- Import clearance failed due to customer-side requirements.
- The product was customised or specially procured.
- Separate bulk, institutional or export terms apply.
05 Evidence Required for a Claim
To help us review a return, refund or replacement request, customers should submit complete supporting information.
Customer name and contact details
Order or invoice number
Product name and affected quantity
Reason for the claim
Photos of parcel and products
Batch and expiry details
Damage or tampering evidence
Unboxing video, where available
Claims may be rejected if evidence is insufficient or the product has been opened, used, altered, mishandled or stored incorrectly after delivery.
06 Damaged Products
If a product arrives visibly damaged due to transit or handling, customers should avoid using it and notify us immediately with supporting evidence.
Following verification, we may offer:
Customers should retain the shipping package and affected products until the claim has been reviewed and return or disposal instructions have been provided.
07 Incorrect Products or Missing Items
Incorrect Product
Where a product differs from the confirmed order, notify us within the claim period. Do not open, use or alter the incorrectly delivered item.
Missing Product
Where items are missing, share parcel photographs, received product details and invoice or packing information immediately after opening the parcel.
Once verified, we may arrange delivery of the correct or missing item, issue a credit note or provide an eligible refund.
08 Expired or Quality-Concern Products
Please contact us immediately with photographs and batch information. We may request return of the affected item for investigation, record keeping or supplier/manufacturing review.
Replacement or refund shall be provided only after appropriate verification of the reported concern.
09 Return Shipping Procedure
Where a return is approved, we will communicate:
Unauthorised returns may not be accepted or processed.
10 Return Shipping Charges
Company Responsibility
Where a return is approved because of verified incorrect dispatch, delivery damage attributable to shipping arrangements or expired product supplied, reasonable return or replacement shipping costs may be borne by us.
Customer Responsibility
Where a return arises due to customer error, incorrect information, refusal of delivery, incomplete import documents or causes not attributable to us, related costs may be charged or deducted.
11 Refund Processing
Eligible refunds are generally processed after approval, subject to banking, payment gateway or international remittance processing timelines.
Refunds will ordinarily be made through the original payment method or another approved business payment method where appropriate.
Refunds may exclude applicable non-refundable costs:
12 Replacement Instead of Refund
Depending on product category, issue type, product availability and customer preference, we may offer a replacement product instead of a refund.
Replacement products may be dispatched only after the reported issue has been verified and any necessary return or inspection procedure has been completed.
13 International and Export Orders
International and export orders may involve additional regulatory, customs, storage and handling requirements.
- Returns may not be possible after goods clear export or destination customs.
- Refund eligibility may depend on shipping documents, customs inspection and product condition.
- Duties, taxes, storage, destruction, clearance and return freight may be the buyer's responsibility unless agreed otherwise.
- Separate commercial agreement terms apply where issued for bulk or export transactions.
14 Order Cancellation Before Dispatch
Customers may request cancellation before dispatch by contacting us immediately.
Cancellation may not be approved where:
- Goods have already been dispatched.
- The order has been packed for shipment.
- Special documentation has been prepared.
- Products were manufactured, customised or specially procured.
- Export or regulatory processing has commenced.
- Costs have already been incurred.
Any approved refund on cancellation may be subject to deduction of actual costs already incurred.
15 How to Raise a Claim
Contact us within the applicable claim period.
Provide invoice details, photos and product information.
Our team reviews eligibility and product condition.
Eligible replacement, credit or refund is processed.
16 Contact for Returns and Refunds
To raise a return, refund, replacement or damaged-product request, please share your order or invoice details with:
Black Jaguar Exim
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Need help with a damaged or incorrect product?
Contact our team with your invoice details and supporting photographs for claim review and resolution assistance.
