Refund & Returns Policy

1. Scope

This Refund & Returns Policy applies to all wholesale orders placed with FMCG Trading UAB. Because we operate exclusively in the B2B wholesale channel, our returns process is structured around carrier liability, transit damage, and supply conformity — not consumer-style change of mind.

2. When Returns Are Accepted

We accept returns or issue corrective remedies only in the following cases:

• Documented transit damage noted on the carrier delivery note at the moment of receipt.
• Wrong product or wrong SKU dispatched compared to the written order confirmation.
• Manufacturing defect verifiable by batch number and supported by photographic / analytical evidence.
• Quantity shortfall versus the packing list, supported by photographic evidence and the signed bill of lading.

3. Claim Window

• Visible damage / shortage: 48 hours from delivery.
• Hidden defect or batch issue: 5 business days from delivery.
• Claims raised after these windows are deemed waived.

4. Claim Process

1. Email trade@fmcg-trading.eu with subject “Claim — [Order #]”.
2. Attach: order confirmation, signed delivery note, packing list, photographs of pallet, outer carton, and inner units, and (if applicable) batch number.
3. Do not move or dispose of the goods until our trading desk has reviewed the claim.
4. We will respond within 3 business days with a remedy proposal.

5. Remedies

Approved claims are resolved via one of the following, at the discretion of FMCG Trading UAB:

• Replacement on your next dispatch (preferred).
• Corporate credit note against future invoices.
• Full or partial refund to the originating bank account.

6. Exclusions

We cannot accept returns for: change of mind, market price movements, downstream end-customer refusals not caused by a defect, products opened, repacked, or relabelled at the buyer’s warehouse, or items stored in conditions outside the manufacturer’s recommended range.

7. Carrier Claims

For deliveries on EXW / FCA / FCL terms, transit damage is the responsibility of the buyer’s freight forwarder. We will provide all supporting documentation (commercial invoice, packing list, photographs from loading) to support your carrier claim.

8. Contact

All claims and questions: trade@fmcg-trading.eu · FMCG Trading UAB · Tartu mnt 6, 10145 Tallinn, Estonia.