At JM AGRI Philippines, we are dedicated to providing the highest quality JM Rice - Premium Jasmine and ensuring the complete satisfaction of our valued dealers and consumers. This Refund Policy outlines the conditions and procedures for requesting a refund or replacement for products purchased directly from JM AGRI Philippines or through our authorized dealers within the country. 1. Conditions for Refund or Replacement JM AGRI Philippines will consider requests for refund or replacement under the following conditions: Product Quality Issues (Applicable to both Dealers & Consumers): The product does not meet our stated quality standards (e.g., presence of foreign matter, off-odor, pest infestation, abnormal discoloration, or incorrect moisture content). Quality issues must be significant and affect the usability or safety of the product. Quantity Discrepancy (Applicable to Dealers only): The quantity of product received is significantly less than the quantity ordered and invoiced, exceeding an agreed-upon tolerance (e.g., +/- 0.5% or 1%) specified in your Dealer Agreement. Damage During Domestic Transit (Applicable to Dealers & Consumers): The product packaging is visibly damaged upon delivery, leading to product compromise (e.g., torn bags, spillage) during transportation from our warehouse to your location. This must be noted upon receipt. Incorrect Product Delivered (Applicable to both Dealers & Consumers): You received a different rice product type or brand than what was ordered. 2. Exclusions Refunds or replacements will not be provided under the following circumstances: Damage or Quality Deterioration Due to Improper Storage: If product quality issues arise from improper handling or storage at the dealer's/consumer's premises (e.g., exposure to moisture, heat, or pest infestation after delivery). Expired Product Due to Improper Stock Rotation or Usage: If the product expires because it was not sold, consumed, or used within its shelf life due to the dealer's/consumer's inventory management or usage patterns. Claims Made After Claim Period: Requests submitted beyond the stipulated timeframe (see Section 3). Market Price Fluctuations: No refunds or adjustments will be made due to changes in market prices after the product has been purchased. Normal Wear and Tear: Minor imperfections in packaging that do not compromise product quality or integrity. 3. Claim Procedure & Timeframe To initiate a refund or replacement request, please follow these steps: Notify JM AGRI Philippines Immediately: For Consumers: Notify your purchasing dealer or contact JM AGRI Philippines directly within 48 hours of receiving the product. For Dealers: Notify JM AGRI Philippines in writing (via email) within 3 business days of receiving the shipment at your warehouse. The notification must clearly state the nature of the claim, the affected product quantity, and the Batch/Lot Number (found on the packaging). Provide Supporting Evidence: Submit clear photographic or video evidence of the alleged quality issue, damage, or discrepancy. For quantity claims, provide relevant receiving reports and weighing evidence where applicable. Product Return/Inspection: Depending on the nature and severity of the claim, JM AGRI Philippines may request that the affected product be returned for inspection or arrange for a representative to inspect the product at your location. Review and Resolution: JM AGRI Philippines will review the claim and evidence within 5-7 business days of receiving all necessary documentation. We will then communicate our decision and proposed resolution (e.g., full or partial refund, product replacement, credit note). 4. Refund & Replacement Process Refunds: If a refund is approved, the amount will be processed within 10-15 business days after the resolution is agreed upon. Refunds will typically be issued via bank transfer or other mutually agreed payment methods. Replacements: If a replacement is approved, JM AGRI Philippines will arrange for a new shipment of the equivalent product at our cost (for justified claims). The timeline for replacement will depend on inventory availability and delivery schedules. Return of Goods: If the return of affected goods is required, detailed instructions for pickup or return shipping will be provided by JM AGRI Philippines.