TomkolGlobal is committed to maintaining transparent and fair commercial relationships with our customers. This Refund & Cancellation Policy explains the general conditions applicable to cancellations, refunds, and related requests for orders placed with TomkolGlobal.
1. Order Cancellation
Cancellation requests must be submitted as soon as possible and may be considered before an order has entered processing, packaging, transportation, or shipment. Once an order has been processed or dispatched, cancellation may no longer be possible.
2. Refund Eligibility
Refunds are considered based on the circumstances of each transaction and the specific commercial terms agreed between TomkolGlobal and the customer. Where a refund is approved, the amount refunded may be subject to applicable deductions for costs already incurred, including processing, logistics, inspection, packaging, or other non-recoverable expenses.
3. Non-Refundable Costs
Certain expenses may be non-refundable where they have already been incurred on behalf of the customer. These may include transportation arrangements, inspection charges, documentation fees, packaging costs, payment processing charges, and other agreed third-party expenses.
4. Product-Related Issues
If a customer receives goods that materially differ from the agreed specifications, the customer should notify TomkolGlobal promptly and provide relevant details and supporting documentation. Where appropriate, we may investigate the matter and determine a suitable resolution in accordance with the applicable sales agreement.
5. Refund Processing
Approved refunds will generally be processed using the original payment method or another mutually agreed method. Processing times may vary depending on the payment provider, financial institution, currency, and transaction method.
6. Special Commercial Terms
Where a purchase order, quotation, invoice, sales agreement, or other written contract contains specific cancellation or refund terms, those terms will take precedence over this general policy.
7. Contact Us
For cancellation or refund enquiries, customers should contact TomkolGlobal using the official contact details provided on our website.