Refund Policy
Global Framework
Cross Reef operates as a premium international trade facilitator dealing in food, essential, and industrial commodities. This Refund Policy governs the terms under which claims for returns or financial adjustments are managed globally. While we adhere to international commercial standards, please note that certain jurisdictions, including the EU, GCC, and Oceania, may provide statutory rights that override aspects of this policy. Customers are encouraged to review this document in conjunction with our master Terms & Conditions to understand their rights and obligations during international procurement and logistics phases.
Claims and Eligibility
To uphold the integrity of global supply chains, eligibility for a refund or replacement is strictly limited to items that are documented as defective, damaged during transit, or significantly not as described upon arrival. Given the nature of industrial and food commodities, customers must submit a formal claim with supporting evidence—such as photographic proof or independent inspection reports—within 7 calendar days of delivery. Perishable goods and customized industrial orders are excluded from standard returns unless a fundamental breach of quality specifications is proven. All items must remain in their original packaging to be considered for an inspection.
Remedy and Logistics Procedures
Approved claims may be resolved through a replacement, credit note, or original payment refund. Return shipping costs and any incurred customs duties remain the responsibility of the buyer unless otherwise agreed. Refunds are processed in the original transaction currency, subject to bank processing times and applicable administrative fees. For assistance or to initiate a claim, please contact the Cross Reef support team via the details provided in our website footer.