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Shipping and Return Policy

Shopping, Shipping, Cancellation, Return, Refund, Warranty & Service Policy

This Shopping, Shipping, Cancellation, Return, Refund, Warranty & Service Policy (“Policy”) applies to all products purchased through the e-commerce platform operated by Sustainable Engineering and Farming Alliance Pvt Ltd (SEFA), including dairy-farm supplies, dairy equipment, milking machines, accessories, spare parts, consumables and other products offered through the website.

By placing an order through our website, the Customer acknowledges and agrees to the terms set out in this Policy.

1. Products and Product Information

We make reasonable efforts to ensure that product descriptions, specifications, images, dimensions and other information displayed on the website are accurate and up to date.

However, minor variations in colour, appearance, packaging, dimensions or specifications may occur due to:

  • Manufacturer updates;

  • Product revisions;

  • Packaging changes; or

  • Differences in screen or display settings.

Customers are responsible for reviewing the product description, specifications, quantity, compatibility and suitability of the product for their intended application before placing an order.

For technical products and machinery, including milking machines and related equipment, Customers are advised to contact our team before placing an order if they require clarification regarding specifications, installation requirements, compatibility or application.

2. Product Pricing

All prices displayed on the website are subject to change without prior notice.

The price applicable to an order shall be the price confirmed by the Company at the time the order is accepted.

Prices may be affected by factors including:

  • Manufacturer price revisions;

  • Applicable taxes and duties;

  • Exchange-rate fluctuations;

  • Freight costs; and

  • Other commercial factors, where applicable.

In the event of a typographical, technical or pricing error on the website, the Company reserves the right to correct the error and, where necessary, cancel the affected order.

If payment has already been received, the amount paid for the cancelled order will be refunded.

3. Order Acceptance

Placing an order on the website constitutes a request to purchase the selected product(s). An order shall be considered accepted only when confirmed by the Company.

The Company reserves the right to refuse or cancel an order due to:

  • Product unavailability;

  • Incorrect pricing or product information;

  • Inability to supply the requested quantity;

  • Suspected fraudulent or unauthorised transactions;

  • Delivery restrictions;

  • Customer providing incomplete or incorrect information; or

  • Any other legitimate operational or commercial reason.

Where an order is cancelled by the Company after payment has been received, the applicable amount paid by the Customer will be refunded.

4. Freight and Delivery Charges

A standard or flat-rate freight charge may apply to orders, as displayed or communicated at the time of purchase.

However, freight charges are not permanently fixed and may be revised from time to time depending on factors including:

  • Order quantity and volume;

  • Weight and dimensions;

  • Delivery location;

  • Type of product;

  • Courier, transporter or logistics charges;

  • Fuel and transportation costs;

  • Special handling requirements; and

  • Other logistics-related factors.

The freight charge applicable at the time of order confirmation shall prevail.

For bulk orders, heavy equipment, machinery, large-volume shipments or special delivery locations, the Company may communicate a separate freight charge before processing the order.

5. Delivery Timelines

We will make reasonable efforts to dispatch orders within the estimated period communicated to the Customer.

Delivery timelines are estimates and may vary depending on:

  • Product availability;

  • Manufacturer schedules;

  • Courier or transporter timelines;

  • Weather conditions;

  • Strikes;

  • Road conditions;

  • Government restrictions; or

  • Other circumstances beyond the Company’s reasonable control.

The Company shall not be liable for delays caused by third-party logistics providers or circumstances beyond the Company’s reasonable control.

6. Delivery Address

Customers are responsible for providing a complete and accurate:

  • Delivery address;

  • Contact number; and

  • Other information required for successful delivery.

Any additional transportation, re-delivery, storage or other charges arising due to an incorrect or incomplete address, failure to receive the shipment or unavailability of the Customer may be charged to the Customer.

7. Inspection at Delivery

Customers are strongly advised to inspect the shipment at the time of delivery.

Where the outer packaging appears to be:

  • Damaged;

  • Crushed;

  • Torn;

  • Wet;

  • Opened;

  • Tampered with; or

  • Otherwise compromised,

the Customer should immediately notify the delivery personnel and, wherever possible, record the condition of the shipment on the delivery receipt or Proof of Delivery (POD).

Where visible damage or tampering is noticed, Customers should take photographs and/or videos of:

  • The package;

  • Shipping label;

  • Outer packaging; and

  • Product, where possible,

before opening the package.

8. Transit Damage

Products are inspected and appropriately packed before dispatch.

Once the shipment is handed over to a courier, transporter or logistics provider, the shipment is subject to the handling and transportation conditions of that logistics provider.

If a product is damaged during transit, the Customer must notify the Company within 48 hours of delivery and provide:

  • Photographs;

  • Videos;

  • Order details;

  • Delivery documents;

  • Packaging photographs; and

  • Any other information reasonably required to assess the claim.

The Company will review the claim and, where appropriate, raise the matter with the relevant courier, transporter or logistics provider.

Any replacement, repair, refund or other resolution for transit damage shall be subject to verification of the damage and the applicable terms of the logistics provider and/or insurance, where applicable.

The Company does not guarantee an automatic refund or replacement solely on the basis of a transit-damage claim.

The Company will, however, make reasonable efforts to assist the Customer in resolving genuine transit-damage claims.

9. No Return / No Exchange Policy

Due to the specialised nature of dairy-farming products and equipment, all confirmed and delivered orders are non-returnable and non-exchangeable, except in the circumstances specifically provided for in this Policy.

Returns or exchanges will not be accepted due to:

  • Change of mind;

  • Product no longer being required;

  • Incorrect product selected by the Customer;

  • Incorrect quantity ordered;

  • Customer ordering an unsuitable product;

  • Failure to check product specifications before ordering;

  • Product being incompatible with the Customer’s existing equipment or installation;

  • Difference in colour, appearance or packaging where the product remains functionally compliant; or

  • Any other reason not attributable to the Company.

Customers are therefore requested to carefully verify product specifications, compatibility, quantity and suitability before placing an order.

10. Wrong Product or Incorrect Quantity Supplied

If the Company supplies a product materially different from the product ordered, or supplies an incorrect quantity due to an error attributable to the Company, the Customer must notify the Company within 48 hours of delivery.

After verification, the Company may arrange for:

  • Replacement of the incorrect product;

  • Supply of the missing quantity; or

  • Another appropriate resolution agreed with the Customer.

The Company may require photographs, videos, packaging details, invoice and other relevant information before approving the claim.

11. Manufacturing Defects

A manufacturing defect existing prior to dispatch is not considered a normal return or change-of-mind return.

Where a product is covered by a manufacturer’s warranty, the warranty terms applicable to that product shall govern the resolution of the defect.

Depending on the product and applicable warranty terms, the resolution may include:

  • Repair;

  • Replacement of defective parts;

  • Replacement of the product;

  • Technical support; or

  • Any other remedy offered under the applicable warranty.

The Company reserves the right to inspect and verify any alleged defect before approving a claim.

12. Milking Machines and Other Equipment

For milking machines, milking systems, pumps, motors, vacuum equipment, electronic equipment and other machinery or technical products, the following additional conditions apply.

12.1 Installation

Where installation is required, installation should be carried out by the Company’s authorised personnel, authorised service provider or appropriately qualified personnel, as applicable.

Installation by an unauthorised person, improper installation, modification or alteration may affect warranty coverage.

12.2 Site Readiness

The Customer is responsible for ensuring that the installation site has the required:

  • Electrical connections;

  • Water supply;

  • Drainage;

  • Space;

  • Ventilation;

  • Flooring;

  • Structural arrangements; and

  • Other site requirements specified for the equipment.

Any delay or additional cost arising because the site is not ready may be borne by the Customer.

12.3 Commissioning

Where commissioning is included in the order, commissioning shall be carried out subject to site readiness and availability of the Customer’s authorised representative.

Completion of installation or commissioning does not create a general right to return the equipment.

12.4 Equipment Performance

Equipment performance depends on factors including:

  • Installation;

  • Electrical supply;

  • Water quality;

  • Operating conditions;

  • Maintenance;

  • Operator practices; and

  • Compliance with manufacturer instructions.

The Company shall not be responsible for performance issues resulting from factors outside the Company’s control.

13. Warranty

Where a product carries a manufacturer’s or Company’s warranty, the applicable warranty period and conditions will be communicated with the product or specified in the relevant product documentation.

Warranty generally covers manufacturing defects under normal intended use.

Unless specifically stated otherwise, warranty does not cover damage or failure arising from:

  • Improper installation;

  • Incorrect operation;

  • Negligence or misuse;

  • Unauthorised modification or repair;

  • Normal wear and tear;

  • Consumable parts;

  • Damage caused by voltage fluctuations or unsuitable electrical supply;

  • Water, moisture, corrosion or environmental conditions;

  • Improper cleaning or maintenance;

  • Accidental damage;

  • Damage during subsequent transportation arranged by the Customer; or

  • Use contrary to manufacturer instructions.

The specific warranty terms applicable to the particular product shall prevail.

14. Spare Parts and Consumables

Spare parts, consumables, hygiene products, rubber components, liners, tubes, seals and similar products may be subject to separate warranty or usage conditions.

Such products are generally non-returnable and non-exchangeable once opened, installed or used, except where:

  • A verified manufacturing defect is established; or

  • Incorrect supply by the Company is established.

15. Cancellation of Orders

A Customer may request cancellation of an order before dispatch by contacting the Company.

Cancellation requests are not automatically accepted and are subject to confirmation by the Company.

Once an order has been dispatched, cancellation may not be possible.

For specially procured products, customised products, bulk orders or equipment ordered specifically for a Customer, cancellation may not be permitted after order confirmation.

Where cancellation is approved, any applicable refund will be processed after deduction of costs already incurred by the Company, where applicable.

16. Refunds

Refunds will only be made where specifically approved under this Policy or otherwise agreed by the Company.

Where a refund is approved, it will generally be processed through the original payment method, where technically feasible.

The time required for the refund to appear in the Customer’s account depends on the payment gateway, bank or financial institution.

Freight and other logistics charges are generally non-refundable unless the refund is due to an error attributable to the Company.

17. Refusal of Delivery

Customers should not refuse delivery solely because they have changed their mind or no longer require the product.

Where a shipment is refused without a valid reason attributable to the Company, the Customer may be responsible for applicable:

  • Return freight charges;

  • Re-delivery charges;

  • Handling charges; and

  • Other applicable logistics costs.

The Company reserves the right to deduct such costs from any amount otherwise refundable.

18. Unclaimed or Undelivered Shipments

If a shipment is returned to the Company because the Customer:

  • Refuses delivery;

  • Is unavailable to receive the shipment;

  • Provides an incorrect address;

  • Does not respond to the courier/transporter; or

  • Fails to collect the shipment,

the Company may charge applicable:

  • Return freight charges;

  • Storage charges;

  • Handling charges;

  • Re-dispatch charges; and

  • Other applicable logistics costs.

Re-dispatch will be subject to payment of applicable additional charges.

19. Customer Responsibility for Product Suitability

The Customer is responsible for determining whether a product is suitable for its:

  • Intended application;

  • Farm setup;

  • Existing equipment;

  • Installation requirements; and

  • Operating conditions.

Where technical advice is required, Customers should obtain clarification from the Company before placing the order.

Any recommendation provided by the Company is based on the information provided by the Customer and does not relieve the Customer of the responsibility to verify the suitability of the product.

20. Force Majeure

The Company shall not be liable for failure or delay in fulfilling an order caused by circumstances beyond its reasonable control, including:

  • Natural disasters;

  • Floods;

  • Fire;

  • Strikes;

  • Transportation disruptions;

  • Government restrictions;

  • War;

  • Civil disturbances;

  • Epidemics;

  • Supply-chain disruptions;

  • Manufacturer delays; or

  • Other similar circumstances beyond the Company’s reasonable control.

21. Policy Amendments

The Company reserves the right to modify, amend or update this Policy from time to time.

The revised Policy will be published on the website and will apply to orders placed after the effective date of the revised Policy.

22. Governing Law and Jurisdiction

This Policy shall be governed by and interpreted in accordance with the applicable laws of India.

Any disputes arising in connection with purchases made through the website shall be subject to the jurisdiction of the courts at Delhi, unless otherwise required by applicable law.

23. Contact Us

For order-related queries, technical assistance, delivery issues, warranty claims or other customer support, please contact:

Sustainable Engineering and Farming Alliance Pvt Ltd

Email: support@groupsefa.com
Phone: +91 92050 59414
Address: Plot No. 7, KH 16/17, Shivani Enclave, Raju Ext., Kakrola, Dwarka, New Delhi – 110078

Customer Acknowledgement

By placing an order through our website, the Customer confirms that they have:

  • Reviewed the product description and specifications;

  • Confirmed the required quantity;

  • Considered the suitability of the product for their intended application;

  • Understood the Company’s No Return / No Exchange Policy;

  • Understood the applicable freight and delivery conditions; and

  • Agreed to the terms of this Shopping, Shipping, Cancellation, Return, Refund, Warranty & Service Policy.

Effective Date: [●]

Last Updated: [●]