Delivery, Cancellation, Returns & Warranty Policy

At SupplyVan, we work with trusted suppliers and vendors to ensure efficient order fulfillment and dependable service. Please read the following policy carefully before placing your order.

1. Delivery of Orders

SupplyVan partners with suppliers and vendors who maintain stock of their products for prompt dispatch and delivery.

If the revised delivery timeline is acceptable to you, we will continue processing the order. If it is not acceptable, you may cancel the order and request a refund.

Approved refunds will be processed through the original payment method within 7 to 15 working days from the date of refund approval, subject to banking and payment gateway timelines.

We continuously work with our vendors to reduce delivery lead times and improve service levels. Updates may also be shared on our website and social media channels.

2. Partial Shipment Policy

Where applicable, SupplyVan may dispatch available items in your order separately from items that are delayed, backordered, or sourced from different supplier locations.

• Partial shipments may be made to reduce your waiting time and improve fulfillment efficiency.
• You will only be charged the delivery fee shown at checkout unless otherwise communicated and agreed in advance.
• In case any item in the order becomes unavailable after order placement, SupplyVan may cancel that item and process a refund for the unavailable item only.
• The remaining available items in the order may still be delivered unless you request cancellation before dispatch.

3. Order Cancellation

• Orders may be cancelled without penalty before dispatch.
• Once an order has been dispatched, shipped, or handed over for delivery, cancellation may not be possible.
• If an order or part of an order is cancelled and approved for refund, the refund will be processed to the original payment method within 7 to 15 working days.

4. Returns & Replacement Policy

We make every effort to provide accurate product descriptions, specifications, and images on our website. Since substantial effort is involved in compiling and publishing this information, customers are requested to verify product suitability before placing an order.

General Return Policy

Returns are generally not accepted for the following reasons:

• Change of mind
• Incorrect selection by the customer
• Compatibility issues not caused by incorrect product listing
• Products ordered specifically against customer requirements, indent orders, bulk orders, or special procurement items

Eligible Return / Replacement Cases

A return or replacement request may be accepted only in the following cases, provided the issue is reported within 3 days of delivery:

• Manufacturing defect
• Wrong product delivered
• Product received in damaged condition

Conditions for Return Approval

• The request must be raised within 3 days from the date of delivery.
• The item must be unused and kept in its original packaging.
• All accessories, manuals, labels, inserts, and original contents supplied with the product must be returned.
• SupplyVan reserves the right to inspect the returned item before approving replacement or refund.

Restocking Fee

A 20% restocking fee will apply on approved returns where the return is not due to:

• SupplyVan delivering the wrong product, or
• A verified manufacturing defect, or
• A product received damaged due to delivery handling and reported within the required timeline.

5. Return Process

To initiate a return or replacement request, please log in to your account dashboard and submit a Return Request within the eligible period.

• Provide your order details.
• Provide clear images and/or videos where applicable.
• Wait for confirmation from our customer support team before returning any item.

Return timelines, pickup arrangements, or return shipping instructions will be communicated after review of the request.

6. Return Shipping Costs

• If the return is due to a SupplyVan error, we may reimburse return shipping costs up to a reasonable maximum amount determined by us.
• If the return is not due to a SupplyVan error, return shipping charges will be borne by the customer and may be deducted from the refund.
• If you choose to ship the item yourself, you will be responsible for courier charges at the time of shipment.
• Applicable return shipping charges based on standard shipping rates will be communicated during the return approval process.

7. Refund Policy

Refunds, where approved, will be processed only after the returned item is received and inspected by SupplyVan or the relevant supplier/vendor, as applicable.

• Refunds will be made through the original mode of payment.
• Refund processing timeline is typically 7 to 15 working days from the date of approval.
• Banking, card issuer, or payment gateway delays are outside SupplyVan’s control.

8. Warranty Issues

In the event that your purchase malfunctions within the explicitly stated warranty period, please email us at cs@supplyvan.com with:

• Your order details
• Images and/or videos of the issue
• A clear description of the problem

Our team will review the case and assist with repair or replacement, subject to the applicable manufacturer warranty terms. The decision to repair, replace, or otherwise resolve the issue shall remain at SupplyVan’s discretion and/or the manufacturer’s service policy.

9. Product Images, Descriptions & Availability

• Product images displayed on the website are for illustration purposes only. Actual product packaging, color, labeling, or design may vary.
• SupplyVan strives to ensure product details are accurate; however, typographical errors, pricing errors, specification changes, or stock inaccuracies may occur.
• SupplyVan reserves the right to correct any errors and to cancel orders arising from such errors, with a full refund where applicable.
• All orders are subject to stock availability and order acceptance.

10. Non-Returnable Products

Certain product categories may not be eligible for return, replacement, or refund unless they are damaged, defective, or incorrectly supplied.

• Electrical items once installed or used
• Consumables
• Chemicals, paints, sealants, adhesives, and similar products
• Hygiene, cleaning, or personal-use items
• Custom-made, special-order, non-stock, bulk, or indent items

11. Force Majeure

SupplyVan shall not be liable for any delay, failure, or inability to perform its obligations under any order, delivery, or service arrangement where such delay or failure is caused directly or indirectly by events beyond its reasonable control.

These events may include, without limitation:

• Natural disasters, floods, fires, storms, earthquakes, or other acts of God
• War, invasion, armed conflict, terrorism, civil unrest, riots, or political disturbances
• Pandemics, epidemics, government restrictions, sanctions, or regulatory actions
• Port congestion, customs delays, transport disruption, courier interruption, or supply chain shortages
• Power outages, telecommunications failure, cyber incidents, or system disruptions
• Strikes, labor disputes, or vendor/supplier shutdowns

In such cases, SupplyVan shall be entitled to a reasonable extension of time for performance and shall not be liable for compensation, damages, penalties, or losses arising from such delays or non-performance.

12. Limitation of Liability

To the maximum extent permitted by applicable law, SupplyVan’s liability in connection with any product purchased through the website shall be limited to the amount paid by the customer for the relevant product.

SupplyVan shall not be liable for any indirect, incidental, consequential, special, or business losses including but not limited to loss of profit, loss of use, project delays, or third-party claims arising from use of the product or delivery delays.

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