This policy explains what happens when a sourcing request, product order, or service engagement is changed or cancelled.
You may request cancellation before Findra or a third-party partner has started work. Where no work or commitment has begun, we will normally refund the amount paid for the cancelled scope to the original payment method, subject to payment-provider timing and any clearly disclosed non-refundable charge.
Sourcing, negotiation, sampling, inspection, production, packaging, and logistics work may begin soon after approval. Once work has started, the related service fee and third-party costs may be non-refundable because the work or commitment cannot be reversed. If a cancellation is accepted, we will calculate the refund after deducting completed work, supplier commitments, inspection charges, shipping bookings, bank or payment fees, and other documented costs.
Tell us promptly if an order is damaged, materially different from the approved specification, incomplete, or not delivered. Include the order number, photographs, packaging condition, inspection evidence, and any carrier report. We will review the evidence and coordinate with the supplier, inspector, carrier, or insurer. The available remedy may depend on the approved specification, inspection scope, shipping terms, insurance, and the responsible third party.
Email contact@findra.com with your order number, payment reference, reason for the request, and supporting documents. We aim to acknowledge requests within five business days and will communicate the review outcome and any next steps. Approved refunds are sent to the original payment method; your bank or card provider controls the final posting time. This policy does not limit any non-waivable consumer rights that apply to you.
A refund may not be available for a change of mind after production or dispatch, inaccurate specifications or delivery details supplied by the customer, delays caused by customs or missing customer documents, products approved after sampling or inspection, ordinary differences within an agreed tolerance, or costs already paid to independent suppliers, carriers, inspectors, or authorities. Any exclusion is subject to applicable law and the terms of the accepted quotation.