Refund & Returns Policy

1. Marketplace Model

SriLankaExport.com is a B2B marketplace operated by Harker International (Pvt) Ltd (Reg. No. PV 00338032), Kandy, Sri Lanka. Transactions are conducted directly between buyers and Sri Lankan exporters (“Vendors”). Harker International facilitates the transaction infrastructure (listings, secure payment, documentation) but is not itself the seller or shipper of goods.

This Refund & Returns Policy explains the buyer-protection framework that applies on top of the direct buyer-vendor relationship. It does not replace your statutory rights under the law of your jurisdiction or any individual contract between you and a Vendor.

2. Buyer Protection Window

You may open a refund claim within 14 calendar days from confirmed delivery of the shipment (or 30 days from estimated delivery date if the shipment never arrived). Outside this window, claims may only be considered in cases of latent defect or fraud and are reviewed at our discretion.

3. Eligible Refund Cases

You are entitled to a full or partial refund in the following cases, supported by evidence:

• Non-shipment. The Vendor accepted the order and payment but did not ship within the agreed lead time, and has not responded within 7 days.
• Material misrepresentation. Goods received differ materially from the listing (e.g. wrong grade of Ceylon tea, non-organic when listed as organic, different HS classification).
• Certification failure. Required certifications (ISO, Organic, Halal, etc.) are missing, expired, or invalid on arrival.
• Short shipment. Quantity received is materially less than ordered (more than 2% variance for bulk commodities; exact count for finished goods).

Samples and small orders. You do not need to send the goods back to make a claim. Send the order number and clear photos of what you received. We review every claim against this policy and the listing, and we may ask for more evidence or decline a claim that does not qualify.

4. Non-Refundable Cases

• Buyer’s remorse after the Incoterm transfer point has occurred.
• Normal trade variances within specification (e.g. moisture variance ≤ 1% on dried goods, weight tolerance ≤ 2% on bulk).
• Custom-manufactured goods after production has started, where the buyer’s specifications were correctly executed.
• Force majeure events (cyclone, port closure, sanctions) that prevent delivery, goods may be reshipped or partially refunded at the Vendor’s discretion.
• Buyer-side import compliance failures (e.g. failure to obtain destination-country permits).
• Loss or damage in transit. Transit risk sits with whichever party the agreed Incoterm places it on, and a transit loss is pursued as an insurance or carrier claim, not through this refund window. Confirm in writing before shipment who insures the goods, on which Institute Cargo Clauses, and who is named on the certificate: carrier liability on its own is capped by contract at a small fraction of cargo value. We will help you pursue a claim. We are not the insurer and we do not underwrite transit loss.

5. How to Open a Claim

1. Contact the Vendor first. Use the messaging on the order page. Most disputes resolve directly within 48–72 hours.
2. If unresolved after 7 days, email info@harker.international with subject “Refund Claim, Order [number]”.
3. Submit evidence: commercial invoice, packing list, photos of goods (factory + receiving), email/chat log with the Vendor, lab analysis if applicable, signed delivery receipt.
4. Decision timeline: 10 business days from receipt of complete evidence.

See our full Dispute Resolution & Buyer Protection Policy for the formal three-tier process (direct → mediation → arbitration).

6. Card Chargebacks & Payment Disputes

If you open a chargeback with your card issuer instead of using this policy, we will provide the issuer with all transaction evidence (shipment tracking, Vendor communications, customs declarations) within 7 days. We strongly recommend you open a claim through us first, the resolution is usually faster and avoids holds on both your account and the Vendor’s.

If a chargeback is filed without legitimate cause, your buyer account may be suspended pending review.

7. Refund Method & Currency

Approved refunds are issued by bank transfer to the account used for the original payment (or, where a card gateway was used, a refund to that card). Refunds in foreign currency are issued at the FX rate prevailing on the refund date, not the order date. Harker International does not absorb FX volatility.

8. Returns Logistics

Physical returns are uncommon in bulk B2B trade because of shipping economics. Where return is required, the Vendor and buyer agree on logistics (Incoterm, return freight cost split) as part of the claim resolution. The platform does not coordinate physical returns directly.

9. Vendor Liability and Recourse

Where Harker International issues a refund on behalf of a Vendor that fails to perform, we may recover the refunded amount from the Vendor’s payout balance or, where the balance is insufficient, by separate billing. Repeated failures may result in the Vendor’s account being suspended or terminated under our Vendor Agreement.

10. Updates to This Policy

We may update this policy from time to time. Material changes will be announced on the homepage and emailed to registered buyers. The version in effect at the time of your order is the version that applies to that order.