B2B Order, Cancellation, Return and Refund Policy

SutraFin is a B2B commerce and technology platform (“Platform”) operated by SutraOS Technologies Private Limited (“Company”) that facilitates transactions between participating distributors/suppliers (“Seller”) and retailers, businesses or other persons purchasing goods for resale, trade or other commercial purposes (“Buyer”). This Policy sets out the general terms applicable to orders placed through the Platform, including order confirmation, cancellation, returns, claims and refunds.

The specific terms applicable to a particular order, including the Seller’s commercial terms and any product-specific conditions, shall also apply to such order. SutraFin may facilitate the relevant processes through the Platform, but the sale and supply of goods shall remain between the Seller and the Buyer.

1. Scope and Applicability

This Policy applies to B2B orders placed through SutraFin between participating Sellers and Buyers. The availability of cancellation, return or refund in respect of any order shall be subject to this Policy, the applicable Seller terms, the nature of the goods and applicable law.

2. Order Placement and Confirmation

An order placed by a Buyer through the Platform is subject to the availability of the products, applicable pricing, delivery feasibility, Seller confirmation and other applicable commercial conditions.

An order will be considered confirmed only when the Seller accepts the order through the applicable Platform workflow or otherwise confirms the order. In case a product is unavailable, incorrectly listed or cannot be fulfilled due to operational, commercial, legal or regulatory reasons, the order may be declined or cancelled, in whole or in part, and the Buyer will be notified accordingly.

3. Cancellation of Orders

4. Returns and Eligible Claims

A Buyer may request a return where the goods delivered are incorrect, damaged, expired, deficient in quantity, materially different from the order placed, or otherwise qualify for return under the applicable Seller terms.

Subject to applicable law and the applicable Seller terms, eligible returns may include:

• incorrect product, variant, specification or pack supplied;
• shortage or excess quantity;
• material damage to the goods existing at or before delivery;
• expired goods;
• goods subject to a valid recall or safety-related issue; or
• any other return expressly permitted under the Seller’s commercial or return policy.

All return requests are subject to verification of the order, the goods supplied and the information or supporting documents provided by the Buyer.

5. Non-Returnable Goods

Subject to applicable law and the applicable Seller terms, certain goods may not be eligible for return, including:

• perishable goods or goods with a limited shelf life;
• temperature-sensitive goods or goods requiring controlled storage;
• goods that have been opened, used or consumed;
• goods that have been tampered with or have a broken seal;
• hygiene-sensitive goods or goods that are not suitable for resale after delivery; or
• goods that have been damaged, altered or deteriorated after delivery due to reasons attributable to the Buyer.

A change in the Buyer’s requirements, a change of mind or an inability to resell the goods will not, by itself, make the goods eligible for return where return is not permitted under the applicable Seller terms.

The above restrictions will not apply where the goods supplied are incorrect, expired, unsafe, materially defective or otherwise not in accordance with the accepted order, to the extent that a return or other remedy is required under applicable law.

6. Claim Window and Supporting Information

A Buyer should raise any claim relating to a return, shortage, damage, incorrect or mismatched goods, or any other eligible issue within 7 days from the date of delivery, unless a different period is specified under the applicable Seller terms or required under applicable law.

The Buyer may be required to provide the order number, details of the affected product and quantity, the reason for the claim and reasonable supporting information, such as photographs, delivery records, invoice or packaging details, as applicable.

Claims raised after the applicable period may not be accepted, except where otherwise required under applicable law or permitted under the applicable Seller terms.

7. Return and Claim Resolution

Upon receiving a claim, the Seller, as applicable, may review the relevant order details and supporting information and may request additional information or evidence from the Buyer.

Where a claim is accepted, the resolution may, depending on the nature of the issue and the applicable Seller terms, include:

• replacement of the affected goods;
• return or collection of the goods;
• refund of the applicable amount;
• issuance of a credit note;
• adjustment against the applicable invoice or a subsequent transaction; or
• any other resolution agreed between the Buyer and Seller.

Where the return of goods is required, the Buyer must make the goods available for collection or return in accordance with the instructions provided through the Platform or by the Seller.

8. Refunds

Where a refund is approved, the refundable amount will be determined based on the relevant order, the goods concerned and the applicable Seller terms.

Refunds will generally be processed to the original payment method, unless another method is applicable under the relevant payment or settlement arrangements.

An approved refund will ordinarily be processed within 7 days from the date of approval. The time taken for the refund to be credited may vary depending on Seller processing and reconciliation, banking systems, payment service providers and other factors beyond the Platform’s reasonable control.

For orders placed on credit or other deferred payment terms, the applicable amount may be settled through an invoice adjustment, credit note or other appropriate commercial adjustment instead of a direct monetary refund.

9. Role of the Platform

The Platform provides the technology and functionality through which Buyers and Sellers may place, process and manage orders and submit or track cancellation, return and refund requests.

The Platform does not sell, manufacture, supply or take title to the goods offered by Sellers. The Seller remains responsible for the goods supplied and for obligations arising from the sale, including product quality, quantity, conformity, applicable licences, invoicing, returns and refunds, subject to applicable law and the terms applicable to the relevant transaction.

10. Support and Dispute Resolution

Any order, cancellation, return or refund-related issue may be raised through Platform Support at support@sutraos.in.

The Platform may facilitate communication between the Buyer and Seller and may request such information or supporting documents as may reasonably be required to review and resolve the matter.

Any dispute that remains unresolved will be dealt with in accordance with the dispute resolution mechanism set out in the Platform’s Terms and Conditions and applicable law.

11. Amendments to this Policy

The Platform may modify or update this Policy from time to time to reflect changes in the Platform, business practices, applicable law, regulatory requirements or operational processes.

Any updated version of this Policy will be published on the Platform and will be effective from the date specified therein. Unless otherwise required under applicable law, the version of the Policy applicable to an order will be the version in effect when the order was confirmed.