Cancellation, Returns and Claims Policy

1. Overview

Ferro alloys and minerals are made or sourced to the order. This policy explains how cancellation and claims work. A signed contract may set different terms for a specific order.

2. Cancelling an order

• Before we start production or booking: tell us in writing and we will confirm. Any advance paid, less actual costs already incurred, is refunded.
• After production, packing or shipment has started: the order cannot be cancelled without our written agreement. The buyer bears the costs we have incurred.

3. Returns

Goods that match the agreed grade, size, quantity and packing are not accepted for return or refund. Goods are taken back only where a claim under this policy is upheld.

4. Quality, quantity and damage claims

Send a written claim to srkferro43@gmail.com as soon as you find the problem, and within 7 days of the goods being delivered at the destination named in the order, with:

• Order and invoice number and the delivery receipt.
• Photos and a description of the problem.
• A test report from a recognised laboratory on a sample drawn jointly or as agreed, for chemistry claims.
• Any damage note made at delivery.

Keep the goods in the condition you found them in until we have inspected or agreed a way forward.

5. How we handle a claim

We acknowledge the claim, review the evidence and may test a retained sample. If we find the goods do not match the agreed specification, we will, at our choice and as agreed with you: replace the goods, credit the affected value, or refund it. Natural variation within the agreed range is not a defect.

6. Refund timing

Approved refunds are paid to the original payer by bank transfer after the claim is settled, in the time we confirm in writing.

7. Limits

Claims reported after the period above, goods that have been used, mixed or altered, or damage caused after risk passed to the buyer, are not covered. Our liability is limited as set out in the Terms and Conditions.