Refund policy

Last Updated: January 1, 2026

This Policy forms an integral part of the Terms of Service of Industrial Index and must be read in conjunction with them. In case of conflict, the Terms of Service shall prevail.

────────────────────────

1. Relationship with the Terms of Service

This Policy is incorporated by reference into the Terms of Service.

By using the Site or engaging Industrial Index services, you acknowledge and accept:

  • the B2B nature of operations (see Terms of Service – Section: Online Store Terms / Nature of Services)

  • the role of Industrial Index as sourcing and import coordination provider

  • the customer’s role as Importer of Record

────────────────────────

2. Business-to-Business Framework

Industrial Index operates exclusively in a business-to-business (B2B) context.

No consumer retail activity is performed.
Consumer withdrawal rights applicable to distance selling regulations do not apply.

All transactions are commercial and structured under individually defined terms.

────────────────────────

3. Nature of Orders

As described in the Terms of Service (Section: Products or Services):

  • Products are sourced upon request

  • Products may be manufactured or configured to order

  • Industrial Index does not operate as a stock-holding retailer

Once commercial terms are agreed and confirmed in writing, and production or procurement has commenced, the order becomes binding.

Cancellations after confirmation are not guaranteed and depend on supplier acceptance and incurred costs.

────────────────────────

4. No General Right of Return

Industrial Index does not provide a general return policy.

Because goods are:

  • sourced or manufactured on demand

  • shipped directly to the customer as Importer of Record

  • imported in the customer’s name

there is no automatic right of return.

Any return, replacement, or financial adjustment:

  • is evaluated case-by-case

  • depends on contractual terms agreed before order

  • depends on supplier policies

  • depends on the agreed Incoterm

────────────────────────

5. Customer as Importer of Record

As defined in the Terms of Service (Section: Nature of Services / Allocation of Responsibilities):

The customer acts as Importer of Record and is legally responsible for:

  • customs clearance

  • payment of duties and import VAT

  • regulatory compliance upon import

Industrial Index does not assume customs liability unless explicitly agreed in writing under a separate advisory engagement.

────────────────────────

6. Transit Risk and Incoterms

Risk allocation is determined exclusively by the agreed Incoterm (FOB, CIF, DAP, or others).

Upon delivery:

  • Visible damage must be noted on the transport document at delivery.

  • Photographic evidence must be collected immediately.

  • Written notification must be submitted within 48 hours.

Failure to properly document delivery damage may prevent recovery from the carrier or insurer.

Industrial Index may assist in coordination but does not assume carrier liability.

────────────────────────

7. Manufacturing Defects and Non-Conformity

If a defect or technical non-conformity is identified:

  • Written notice must be provided within 14 days of delivery.

  • Supporting documentation (photos, videos, technical report) must be submitted.

  • Goods must not be altered or modified before review.

Resolution options may include:

  • Technical clarification

  • Spare parts supply

  • Replacement of components

  • Commercial adjustment

Final resolution depends on supplier evaluation and pre-agreed contractual terms.

Industrial Index coordinates the process but does not independently manufacture goods and cannot guarantee automatic replacement or refund.

────────────────────────

8. Regulatory and Compliance Limitations

Regulatory orientation provided by Industrial Index is informational and structural in nature.

Unless explicitly defined in a separate advisory agreement:

  • Industrial Index does not provide legal representation

  • Industrial Index does not issue certifications

  • Industrial Index does not assume regulatory liability

The customer remains responsible for final compliance within its jurisdiction.

See Terms of Service – Limitation of Liability.

────────────────────────

9. Refund Policy

Refunds are not automatic.

Any refund or compensation:

  • must be contractually supported

  • must be approved by the manufacturer or responsible party

  • is subject to documented evidence

Industrial Index does not issue unilateral refunds unless required under an expressly agreed written arrangement.

────────────────────────

10. Limitation of Liability

Liability is governed by the Terms of Service (Section: Exclusion of Warranties; Limitation of Liability).

Industrial Index:

  • does not guarantee uninterrupted logistics

  • does not guarantee customs clearance outcomes

  • is not liable for indirect, incidental, or consequential damages

Liability, where applicable, is limited to the coordination services provided and to the extent permitted by law.

────────────────────────

11. Force Majeure

As stated in the Terms of Service (Force Majeure Section), Industrial Index is not liable for delays or failure to perform caused by events beyond reasonable control, including:

  • port congestion

  • geopolitical disruptions

  • customs inspections

  • regulatory changes

  • transport network interruptions

────────────────────────

12. Claims Procedure

All claims must be submitted in writing and include:

  • Order reference

  • Product reference

  • Delivery date

  • Detailed description of issue

  • Supporting documentation

Claims must be sent to:
industrialindex@outlook.com

Incomplete submissions may delay evaluation.

────────────────────────

PRINCIPLE

If it is not written, it does not exist.
If it is not documented, it cannot be evaluated.

Industrial Index operates through controlled procedures, not assumptions.