RETURN AND EXCHANGE POLICY

FILO HEVIS
Return & Exchange Policy - B2B / Wholesale
Effective: June 2026 | b2b@filohevis.com | +91 99999 78924, Wazirpur Industrial Area, Delhi - 110052 
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This policy applies exclusively to authorised wholesale buyers, distributors, and trade partners operating under an active Vendor Agreement or Purchase Order with Filo Hevis.
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POLICY AT A GLANCE

1. ELIGIBLE REASONS FOR RETURN
Returns are accepted only under the following conditions. All other requests - including change of mind, overstock, or wrong size ordered by the buyer - are not eligible.
• Manufacturing / Stitching Defects - Broken or skipped stitching, collar or cuff defects, print smudging, bleeding or misalignment, cut-make defects - any defect clearly attributable to manufacturing.
• Below-Specification Fabric Quality - Where fabric received is measurably below the quality agreed upon or shown in the pre-approved sample - including significantly lower GSM, visible weaving flaws or pilling.
• Fabric / Specification Deviation - Where actual fabric composition or construction substantially differs from the agreed specification - e.g., incorrect GSM, wrong weave/finish delivered or cotton percentage significantly lower than stated.
• Wrong Product Delivered Incorrect style, SKU, colour, or size assortment against the confirmed Purchase Order.
• Short Shipment - Quantity received is less than invoiced, verified against the signed Proof of Delivery.
• Industry Standard Defect Allowance - In textile manufacturing, up to 2% defective units per bulk order is considered acceptable. Return claims will be entertained only when defects exceed this threshold. 
• Exception - The 2% threshold does not apply in cases of fabric specification deviation or wrong product delivered - claims for these will be entertained regardless of quantity.
Not Eligible: Colour variation within ±5 Delta E of approved standard | Customised, embroidered, or brand-labelled units | Goods on confirmed special-price "as-is" agreements | Goods showing signs of washing, alteration, or use after delivery | Items not flagged during pre-dispatch inspection where buyer was given inspection opportunity
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2. RETURN WINDOW
7 calendar days from the date of delivery at your premises.
No requests entertained after this window. If a genuine extension is needed, written approval from Filo Hevis must be obtained before the deadline expires - not after.
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3. DOCUMENTATION - MANDATORY
No claim will be processed without all of the following. Incomplete submissions are closed without further notice.
Unboxing Video - Non-Negotiable
• Must begin with the carton in fully sealed/taped condition
• Single, uninterrupted recording showing: all sides of carton → opening → unpacking → defect clearly visible
• For bulk consignments: one complete unboxing video per representative carton in the lot
• Format: MP4 or MOV | Minimum 720p | Acceptable via WhatsApp or email
Photographs
• All sides of outer carton showing arrival condition
• Shipping label with Order ID / Invoice Number clearly visible
• Each defective piece laid flat, defect clearly visible
• Close-up of the specific defect
• Hang tag and care label showing style code, size, and colour
• Invoice placed alongside the goods
• For bulk returns: images of minimum 10% of units being returned
Documents
• Copy of original GST Tax Invoice / Purchase Order
• Signed Proof of Delivery (POD)
• Return request submitted on official company letterhead or from registered email ID on file - verbal or unofficial requests not accepted
• Vendor ID and PO number mandatory in all correspondence
• Batch/lot number of the defective goods (if available on packaging)
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4. MINIMUM RETURN QUANTITY
• Order above 50 units → minimum 10 units per SKU
• Order under 50 units → minimum 5 units per SKU
• Manufacturing defects → no minimum threshold, even 1 unit is eligible
• For non-defect claims, minimum return quantity may apply as mutually agreed; no minimum applies for wrong product, short shipment, or manufacturing defect claims
• Returns must be submitted set-wise (e.g., S, M, L, XL complete set)
Partial returns from a single Purchase Order are permitted, provided the above thresholds are met. Partial returns do not affect the status of the remaining order.
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5. RETURN PROCESS - STEP BY STEP
• Step 1: Inspect on Arrival - Inspect cartons and goods before signing the POD. If visible damage or discrepancy is found, note it clearly on the delivery receipt in the presence of the delivery person and refuse or conditionally accept the shipment. Goods signed for without noting damage may not be eligible for transit damage claims. If the delivery agent does not provide a receipt, report this immediately to our team.
• Step 2: Capture Evidence - Record the unboxing video and photographs within 24 hours of receipt. Delayed evidence weakens the claim.
• Step 3: Raise the Request - Email b2b@filohevis.com or contact your Key Account Manager within 7 days. Include your PO number, Vendor ID, reason for return, and all mandatory documentation. All communication must be in writing - calls alone are not sufficient.
• Step 4: Acknowledgement & RMA - We acknowledge within 5 working days. If the claim is prima facie valid, a Return Merchandise Authorisation (RMA) number is issued. Do not return goods without an RMA - they will be refused at our facility and returned at the buyer's cost.
• Step 5: Return Shipment - Goods must be shipped back by the buyer at their own cost to the Filo Hevis facility address provided at the time of RMA issuance. Goods must be packed securely in original or equivalent carton, SKU-wise with proper labelling, RMA number marked clearly on the outside. Goods must be dispatched within 48 hours of RMA issuance. Mixed or unsorted returns will be rejected.
• Step 6: Inspection - Returned goods inspected within 48 working hours of receipt at our facility. If returned goods do not match the RMA details in style, quantity, or condition, the claim will not be approved.
• Step 7: Resolution - Decision communicated within 5 working days of inspection. Resolution issued per Section 7 below.
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6. EXCHANGES
Exchanges are permitted only for size or colour discrepancies caused at Filo Hevis's end, subject to stock availability and prior written approval.
Exchange Handling Charges: Exchange handling charges, if applicable, will be communicated at the time of RMA approval.
Exchange is permitted only once per defect claim per SKU. If the replacement goods are also found defective, a refund or credit note will be issued instead of a second exchange.
Unboxing video and photographs are mandatory for all exchange claims - same requirements as returns.
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7. REFUNDS
Once returned goods pass inspection and the claim is approved:
• Credit Note - issued within 10-15 working days of inspection confirmation, adjustable against future purchases. Valid for 90 days from date of issue. This is the preferred mode for active wholesale relationships.
• Return Processing Fee - Return processing fee, if applicable, will be communicated at the time of RMA approval. 
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8. WHAT DISQUALIFIES A CLAIM
• Request raised after 7 days from delivery.
• Unboxing video missing, edited, or not starting with a sealed carton.
• Defect percentage within the 2% standard manufacturing allowance (except fabric deviation or wrong product).
• Returned goods do not match RMA details in style, quantity, or condition.
• Goods show signs of washing, alteration, or commercial use after delivery.
• Request submitted from unregistered email ID or without Vendor ID / PO reference.
• No response to Filo Hevis follow-up within 5 working days.
• Claim found to be false, exaggerated, or part of a pattern of misuse - Filo Hevis reserves the right to suspend return privileges for such accounts.
• Goods not packed per return guidelines, causing damage during reverse transit.
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9. OTHER TERMS
Pre-Dispatch Inspection: Where Filo Hevis offers a pre-dispatch quality check opportunity, claims for visible/surface defects will not be entertained if the buyer or their representative declined or did not utilise this opportunity.
Manufacturing Variation: A variation of up to 5-10% in colour, texture, or pattern is inherent to textile production and does not constitute grounds for return.
Communication: All return-related communication must be in writing via registered email. Phone calls, WhatsApp messages, or verbal instructions do not constitute a formal return request.
Disputes & Escalation: Disputes regarding return/exchange decisions must be raised in writing within 7 working days of receiving the rejection notice. Final decision rests with Filo Hevis's Quality and Vendor Management team. If unresolved, disputes may be escalated to senior management by writing to support@filohevis.com with subject line: ESCALATION - [Your PO Number].
Governing Law & Jurisdiction: All disputes arising from B2B or wholesale transactions, including those related to return, exchange, or cancellation, shall be subject to the exclusive jurisdiction of the courts located in Delhi, India. The parties agree to attempt resolution through good-faith negotiation before initiating formal legal proceedings.
Policy Updates: Filo Hevis reserves the right to update this policy. Registered trade partners will be notified of material changes. Continued business after notification constitutes acceptance.
Force Majeure: Filo Hevis is not liable for delays in return/exchange processing caused by circumstances beyond its reasonable control, including natural disasters, strikes, or logistics disruptions.
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Warm Regards;
Team Filo Hevis - Menswear | Wholesale | B2B