Refund & Procurement Policy
Clear expectations on samples, deposits, and dispute resolution for our sourcing service.
Last updated: July 2026
1. Sourcing Service Fees
Sourcing service fees compensate our team for supplier research, verification, sample coordination, and QC support. These fees are non-refundable once work has commenced on your brief.
2. Samples
Samples are charged at cost by the supplier plus shipping to the UK. Some suppliers refund the sample cost when a bulk order is placed — this is disclosed on a per-supplier basis at the time of enquiry. Approved samples become the client's reference standard for bulk production.
3. Deposits & Bulk Orders
Bulk production typically requires a deposit (commonly 30–50%) with the balance due before shipping. Deposits are transferred to the supplier and are not refundable once production has begun, except in the case of confirmed supplier default.
4. Quality Disputes
If the goods received do not match the approved sample or the agreed specification, Ecom GSS will assist you in raising the dispute with the supplier and negotiating remediation — repair, replacement, partial refund, or discount on a future order. Photographic and video evidence must be provided within 7 days of goods being received.
5. Shipping Delays
Shipping timelines are estimates provided by the supplier or freight forwarder. Ecom GSS is not liable for delays caused by customs, weather, port congestion, or force majeure events beyond our control.
6. Cancellations
You may cancel a sourcing engagement at any time before production commences. Any supplier payments already made will follow the supplier's own refund terms.
7. Contact
For any refund or procurement question, email alyounsiabdelkarim@gmail.com.