1. Overview

Fortune Sourcings, the trading brand of Fortune Imports and Exports (India), provides customized international sourcing solutions, procuring furniture, interiors, industrial materials, and related products from verified manufacturers. Due to the custom, made-to-order, and bulk nature of most orders, our return, refund, and cancellation policies differ from standard retail e-commerce. This policy outlines the conditions under which clients may request returns, refunds, or cancellations, and is subject to any specific terms agreed in a signed Master Service Agreement, which shall prevail in the event of any inconsistency.

2. Return & Replacement Eligibility

A return or replacement request will only be considered in the following cases:

Incorrect Product Received: Product does not match the confirmed purchase order (e.g., model, color, quantity).

Major Manufacturing Defect: Significant defect affecting usability that cannot be repaired locally.

Transport Damage: Goods damaged during shipment must be reported within 48 hours of delivery with photos/videos for claim processing.

2.1 Non-returnable Items

Customized or made-to-order items (furniture, décor, lighting, industrial equipment).

Clearance or discounted products.

Goods damaged due to mishandling, improper installation, or third-party logistics.

Items inspected and accepted at the factory or upon receipt of the inspection report by the client or their representative.

3. Refund Conditions

Refunds are processed only for eligible cases after inspection and supplier verification. Refund value is limited to the product value, excluding logistics, taxes, and handling charges, and excluding Fortune Sourcings' non-refundable service fee (see Section 5). Refunds are typically processed within 30–45 working days via bank transfer after confirmation. For partial shipments, only the affected portion may be refunded or replaced.

4. Order Cancellation

Before Production: Orders may be cancelled within 48 hours of advance payment, subject to written approval, and provided production or raw material procurement has not already commenced.

After Production Begins: Cancellation is generally not allowed once supplier production has started or raw materials have been procured, regardless of the stage of completion. If cancellation is permitted post-production at Fortune Sourcings' discretion, a deduction of supplier penalty, handling charges, and administrative fees will apply.

Important: Once production has begun or goods have shipped, no cancellation, return, or full refund will be available except in cases of major factory error or shipment damage as set out in Section 2.

5. Service Fees

Fortune Sourcings' service fee, once Services have commenced, is non-refundable irrespective of subsequent order cancellation, delay, or termination, for any reason not attributable to Fortune Sourcings' fraud, gross negligence, or wilful misconduct.

6. Quality Inspection

All goods are inspected at the factory level before shipment according to Fortune Sourcings' internal QC standards. Clients may request video inspections or third-party QC audits prior to shipment, at additional cost. Once goods are shipped and the inspection report has been approved by the Client (expressly or by conduct), Fortune Sourcings is not liable for minor variations beyond agreed tolerance levels.

7. Dispute Resolution

All parties agree to attempt an amicable resolution first. Unresolved disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, by a sole arbitrator, with the seat and venue of arbitration at Siliguri, West Bengal, India. The courts at Siliguri, West Bengal shall have exclusive jurisdiction for interim relief and enforcement of any arbitral award. For Nepal, Bhutan, or China transactions, local laws apply as per trade agreements.

8. Contact for Returns, Refunds & Cancellations

Fortune Imports and Exports (India) · hello@fortunesourcings.com · +91 96929 69221 · Monday–Saturday, 10:00 AM – 6:00 PM IST.