Refund & Returns Policy

Effective Date: 23 July 2025
Website: www.bioharvestcam.com
Company: BioHarvest (Cambodia) Co., Ltd.

1. Overview

Due to the nature of our business—supplying bulk industrial wood products—all transactions are governed by formal contracts and shipping documentation. However, we are committed to ensuring product quality and customer satisfaction. This policy outlines the conditions under which refunds or returns may be considered.

2. Eligibility for Refunds or Returns

We only accept refund or return requests under the following conditions:

  • Product Defects: The goods received are materially damaged, contaminated, or not in accordance with the agreed specifications.
  • Incorrect Shipment: You received the wrong product type, quantity, or grade not matching the confirmed order.
  • Export Damage (Documented): The goods were damaged in transit and this was clearly recorded on the Bill of Lading or delivery receipt upon arrival.

Note: Cosmetic issues (e.g., color tone variation, minor bark presence) do not qualify as defects unless they affect the performance or compliance of the product.

3. Exclusions

We do not offer refunds or returns for:

  • Buyer’s change of mind after order confirmation
  • Product degradation caused by improper storage after delivery
  • Delays caused by customs clearance or third-party logistics providers
  • Orders placed without a formal supply agreement or invoice reference

4. Return Process

To initiate a return or refund request, you must:

  1. Notify us within 7 days of receiving the shipment
  2. Provide:
    • Your company name and order/invoice number
    • Photos or video evidence of the issue
    • A signed inspection report (if applicable)
  3. Email all documentation to [email protected]

We will respond within 5 business days with a resolution or request for further information.

5. Refund Method

Approved refunds will be processed via:

  • Bank transfer (within 14 working days)
  • Or issued as a credit toward your next order, depending on the terms of your supply agreement

Refunds will be calculated based on the value of the unusable product only, not including freight charges unless otherwise agreed.

6. Return Logistics

In some cases, we may request the partial return of goods (e.g., samples for testing). Return shipping costs are the responsibility of the buyer unless otherwise stated in the supply agreement.

7. Contact Information

For all refund and return inquiries, please contact:

BioHarvest (Cambodia) Co., Ltd.
📧 Email: [email protected]
📞 Phone: +855-77-777-250
📍 Address: Time Square 3, 26GF, Sangkat Beoung Kok2, Khan Toul Kork, Phnom Penh, Cambodia 120408