1. Introduction

At Trimoss (OPC) Private Limited, we are committed to providing high-quality glass mosaics to our clients and customers. This policy outlines our procedures for returns and refunds for both our B2B (business-to-business) clients and D2C (direct-to-consumer) customers, acknowledging the complexities of international trade and the nature of our products.

2. General Conditions

This policy applies to all products purchased directly from Trimoss. All returns must be authorized in advance by our customer service team to ensure a smooth process and proper tracking. To initiate a return, please contact us at contact@trimoss.com.

3. Policy for B2B (Business-to-Business) Clients

A. Non-Conforming or Damaged Goods

We take great care in packaging and shipping our products, but in the rare event that your order arrives damaged or contains non-conforming goods (e.g., incorrect color, quantity, or quality), please notify us immediately (within 24 hours).

• Notification Window: You must report any damage or non-conformity within 7 business days of receiving your shipment.
• Required Documentation: To process your claim, you must provide clear photographic evidence of the damage or non-conformity.
• Resolution: After reviewing the evidence, we will offer a resolution, which may include a partial refund, a replacement shipment, or a credit towards a future order.

B. Return of Unwanted Goods

Due to the nature of B2B orders and our export-oriented model, we generally do not accept returns for unwanted goods. We may make exceptions on a case-by-case basis (if the product is still in its original, unopened packaging and can be readily resold) and will be subject to a restocking fee of 25% of the total order value.

C. International Returns (B2B)

• Return Authorization: All international B2B returns must be pre-authorized by Trimoss.
• Customs and Duties: The client is responsible for all customs duties, taxes, and shipping costs associated with the return shipment, unless the return is due to an error on our part (e.g., shipping the wrong product).
• Documentation: Clients must provide all necessary documentation for customs clearance to facilitate a smooth return process.

4. Policy for D2C (Direct-to-Consumer) Customers

A. Returns Window

We offer a return period of 7 days from the date of delivery. To be eligible for a return, the product must be in its original, unused condition and in its original packaging.

B. How to Initiate a Return

To start a return, please follow these steps:

1. Contact us at contact@trimoss.com with your order number and the reason for the return.
2. Our team will provide you with a Return Authorization Number (RAN) and detailed instructions on how to ship the item back to us.
3. The customer is responsible for the cost of return shipping. We recommend using a shipping method with tracking and insurance, as we are not responsible for lost or damaged return shipments (failure to use tracking and insurance may result in no refund if the item is lost or damaged during return transit.)

C. Refunds and Exchanges

• Refunds: Once we receive and inspect your returned item, we will notify you of the status. If the return is approved, a refund will be processed to your original method of payment within 7-14 business days after approval.
• Exchanges: If you would like to exchange your product for a different item, please contact us. We will provide instructions on how to return the original product and will process your new order once the return is approved.

D. Damaged or Defective Items (D2C)

If you receive a damaged or defective product, please contact us immediately (within 7 days of delivery) at contact@trimoss.com with your order number and clear photographs of the damage. We will cover all return shipping costs and provide a full refund or a replacement at no additional cost to you.

E. International Returns (D2C)

• Return Shipping Costs: The customer is responsible for all costs associated with international return shipping.
• Customs, Duties, and Taxes: We are not responsible for any customs duties, taxes, or fees incurred during the return process. Any such charges will be deducted from your refund amount.
• Non-Returnable Items: Final sale items, custom-made mosaics, or products that have been used or installed are not eligible for a refund.

5. Customer Service

If you have any questions about this policy, please do not hesitate to contact our customer service team at contact@trimoss.com.