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Shipping & Returns Policy
Understanding how shipping, delivery, returns, and refunds work on AltonexGlobal — responsibilities, Incoterms, and documentation.
Table of Contents
01
Introduction
Important: AltonexGlobal is a B2B intermediary. We do not manufacture, store, ship, or handle any goods. All shipping arrangements are between buyer and seller.
This policy covers shipping standards, documentation, returns, and refunds. Read alongside Buyer Agreement, Seller Agreement, and Trade Assurance.
02
Shipping Responsibility
Before completing any order, buyer and seller must agree on:
- Shipping method (air, sea, road, courier)
- Shipping cost and who bears it
- Applicable Incoterms
- Estimated delivery window
- Insurance coverage
03
Supported Incoterms
| Term | Full Name | Seller Covers | Buyer Covers |
|---|---|---|---|
| FOB | Free On Board | Goods to port + loading | Freight from port, insurance, import |
| CIF | Cost, Insurance & Freight | Freight + insurance to destination port | Import duties, inland delivery |
| EXW | Ex Works | Goods at seller’s premises | All transport, export, import |
| DDP | Delivered Duty Paid | All costs including duties to buyer’s location | Unloading only |
04
Required Documentation
- Commercial Invoice — all shipments
- Packing List — all shipments
- Bill of Lading / Airway Bill — sea/air freight
- Certificate of Origin — international shipments
- Safety Data Sheet (SDS) — required for all lubricants and chemicals
- Export License — controlled goods
For lubricants, oils, and chemicals: SDS is not optional. Suppliers must provide compliant SDS before shipment.
05
Delivery Timeframes
| Region | Sea Freight | Air Freight |
|---|---|---|
| GCC & Middle East | 3-10 business days | 1-3 business days |
| Asia Pacific | 10-25 business days | 3-7 business days |
| Europe & Americas | 20-40 business days | 4-10 business days |
| Africa & Other | 15-45 business days | 5-12 business days |
Confirm lead times with supplier before ordering.
06
Lost or Damaged Goods
- Document at Receipt: Photograph all damage upon delivery. Note discrepancies on carrier receipt.
- Notify Within 48 Hours: Contact seller via platform messaging with evidence.
- File Carrier Claim: Submit claim with carrier/insurer.
- Platform Dispute: If seller doesn’t respond in 3 days, file Trade Assurance dispute.
07
Returns Policy
Returns Accepted
- Wrong product delivered
- Product doesn’t meet agreed specs
- Goods damaged before/during delivery
- Product not delivered within agreed timeframe
NOT Eligible
- Change of mind
- Goods opened/used by buyer
- Customs or import tax disputes
- Claims after 30 days of delivery
08
Return Process
- Contact Seller: Via AltonexGlobal messaging system
- Await Response: 3 business days for seller response
- Open Dispute: If unresolved, file Trade Assurance dispute
- AltonexGlobal Review: 5-10 business days evidence review
- Resolution: Replacement, full refund, or partial refund
09
Refund Timeline
| Method | Timeline | Notes |
|---|---|---|
| Stripe (Card) | 5-10 business days | Subject to card issuer |
| PayPal | 3-5 business days | To PayPal balance |
| Bank Wire | 7-14 business days | Fees may apply |
| Escrow Release | 3-5 business days | After dispute decision |
10
Customs & Import Duties
Buyer is solely responsible for customs clearance, import duties, taxes, and regulatory compliance in their destination country. AltonexGlobal does not act as customs broker or import agent.
11
Contact & Support
Resources: Trade Assurance | Buyer Agreement | FAQs | Contact Us
Need Help With a Shipment or Return?
ALTONEX Global Trading F.Z.E | Ajman Free Zone, UAE | CR: 52340
✆ +971 6 558 3073 📱 +971 50 554 7270
✉ info@altonexglobal.com | Sun-Thu 9AM-6PM GST