Returns and refunds

Last updated: 12 October 2026

This page summarises how cancellations, claims and refunds work for buyers of Aravali Exports. It restates our Terms of Sale and Quotation, which apply if there is any difference. Words such as Quote, Order and Proforma Invoice have the meaning given there.

Nothing is charged on this website

This website takes no payment. A quote request is an enquiry, not an Order. You pay only after you accept a Proforma Invoice, and only into the bank account named on it. Every Quote states the price, the currency and the Incoterm (FOB at Mundra or Chennai), and says which taxes, duties and charges are for your account.

Cancelling

Until you accept our Proforma Invoice or a Signed Contract in writing, nothing binds either side, and you can walk away at no cost.

After you accept, you can still cancel in writing until we tell you that we have bought or reserved the stone for your Order. We refund any deposit, less bank charges and any costs already paid for your Order at your request. Once we have bought or reserved the stone, the Order cannot be cancelled: if you refuse to go ahead, we may keep the deposit and recover our reasonable loss beyond it. Clause 3 of the Terms of Sale sets out the details.

Natural variation is not a defect

Natural stone varies in colour, shade, veining and texture from block to block and from lot to lot. Samples, photos, catalogue images and illustrations show the type, not the exact piece, whether or not you have seen a sample in person. If you need a close match, ask before we quote; we only guarantee a match the Quote confirms. Variation within the normal range is not a defect and not a reason to reject goods or withhold payment. Before packing we send you photos of your actual slabs or a representative lot. If you approve them, or do not object within 3 working days, they are accepted for colour and appearance.

Damage at sea or after loading

We sell FOB. Once the goods are on board the vessel at the Indian port, the risk is yours. Claim transit damage from the carrier or your cargo insurer. We give you the documents and information we hold to help.

Shortages, wrong goods and defects

1. Check the goods on arrival. Note any visible damage or shortage on the delivery receipt and photograph it before unloading further.
2. Tell us in writing, with photos and the container and crate numbers, within 15 days of the goods reaching the destination port for shortages and visible defects, and within 30 days of that date for defects that could not reasonably be seen on arrival.
3. Keep the goods concerned unused and available for inspection.

If you do not tell us within these periods, the goods are treated as accepted.

What we do about a valid claim

We will, at our choice, replace or make good the goods concerned, or credit or refund the price paid for them. That is our full liability for the claim, as set out in the Terms of Sale. Refunds are paid to the account the payment came from, in the currency of the Order.

If an Order cannot be shipped

If events beyond our control delay an Order for more than 60 days, either side can cancel the unshipped part without liability. Any advance paid for unshipped goods is refunded, less costs already incurred with your approval. If we have to cancel because of sanctions or a legal restriction, we refund any advance for goods not shipped, less costs already incurred.

How to make a claim

Email info@aravaliexports.in with your Order reference, photos and a short description. We acknowledge within 2 working days.