Last Updated: 15 July 2026

This Return, Replacement & Refund Policy ("Policy") applies to all purchases made through samssupplies.in ("the Website") from Sams Enterprises ("we," "us," "our"). As a B2B wholesale supplier serving HoReCa, corporate, and institutional clients, our return process is designed around bulk orders and business procurement — please read this Policy carefully before placing an order.

1. General Conditions

• Return, replacement, or refund requests must be raised within a day of the delivery date.
• Requests must be submitted in writing (email/WhatsApp/order portal) along with the order/invoice number and supporting evidence — photos or videos of the product, packaging, and any visible defect or discrepancy.
• Products must be unused, in their original packaging, and in resalable condition, unless the claim is for a manufacturing defect, damage in transit, or an incorrect item delivered.
• Given the bulk/wholesale nature of orders, all requests are reviewed on a case-by-case basis.

2. Eligible Cases for Return/Replacement

You may request a return, replacement, or refund if:

• The product received is damaged or defective
• The product delivered is different from what was ordered (wrong item, size, or variant)
• The quantity delivered does not match the invoiced/confirmed quantity (shortage)
• The product was delivered in a condition unfit for use (e.g., damaged packaging affecting product integrity)

3. Non-Returnable Items

The following are generally not eligible for return, replacement, or refund, except where the issue is due to a manufacturing defect or delivery error on our part:

• Perishable goods (food items, dry fruits, and similar consumables)
• Custom-made, personalized, or made-to-order items
• Products where original packaging/seal has been opened or used, where such packaging is integral to hygiene or safety (e.g., personal care/consumable items)
• Products explicitly marked as "non-returnable" at the time of order confirmation

4. Shortage or Damage in Transit

For bulk orders, please inspect the shipment at the time of delivery wherever possible. If a shortage or transit damage is identified:

• Report it to us within a day of delivery, along with photos of the packaging and delivery challan
• Do not discard damaged packaging or products until the claim is resolved, as this may be required for logistics partner verification

5. Return Process

1. Raise a request via email/WhatsApp/order portal with your invoice number and supporting evidence.
2. Our team will review the request and may seek additional information or images.
3. If approved, we will arrange for pickup of the returned goods (where applicable) or confirm the next steps for replacement/refund.
4. Approved replacements will be dispatched within 5 business days of pickup/confirmation.

6. Refunds

• For orders paid via bank transfer/credit terms, refunds will be adjusted against the next invoice or processed as per mutually agreed terms.
• Shipping or logistics charges (if any) are non-refundable, unless the return is due to our error (wrong/defective item).

7. Institutional & GEM/Kendriya Bhandar Orders

Returns, replacements, and refunds for orders placed through Government e-Marketplace (GEM), Kendriya Bhandar, or other institutional procurement channels will be governed by the applicable policy of that respective platform, which shall take precedence over this Policy in case of conflict.

8. Cancellations

• Orders can be cancelled before dispatch by contacting us directly; once dispatched, cancellation will be treated as a return request under this Policy.
• For institutional/bulk orders confirmed against a purchase order, cancellation may be subject to the terms agreed at the time of order confirmation.

9. Contact Us

For any return, replacement, or refund requests, please contact:

Email: contactsamsent@gmail.com

Phone: +91 - 9650119790

10. Changes to This Policy

We reserve the right to update this Policy at any time. The updated version will be posted on this page with a revised "Last Updated" date.