01. Exclusive Cause for Refund
Refund requests will only be accepted when the error in supply is directly and demonstrably attributable to Huron Smith Oil. By way of example, errors attributable to HSO include:
- The shipment of a Product different from the one requested by the Customer in the confirmed order.
- The delivery of a quantity lower than that invoiced, provided the difference is verified.
- The receipt of a Product that, being factory sealed, presents manufacturing defects or internal breakage evident without needing to open the original packaging.
In no case will returns be accepted for changes of mind by the Customer, errors made by the Customer during the purchase or negotiation process, incompatibility with the Customer’s equipment or systems not previously informed, or any other cause not attributable to HSO.
02. Essential Conditions for Return
For a refund to be processed, the Products must meet all of the following conditions:
- Be in the same condition in which they were delivered, without having been used, opened or manipulated.
- Retain all factory seals, security seals and original closure systems intact, without signs of tampering or alteration.
- Remain in their complete original packaging, including labels, manuals, certificates and any annexed documentation.
- Not have been exposed to extreme temperatures, humidity, cross-contamination or other conditions that could have compromised the integrity, quality or safety of the Product.
- In the case of samples, not have been extracted from the original packaging or subjected to analysis, tests or manipulations of any kind.
Failure to comply with any of these conditions will entitle HSO to reject the return, with no refund obligation.
02 bis. Claims for Bulk Product
For hydrocarbons, fuels, lubricants or other bulk products transported in cargoes, tankers, tanks, barges, vessels or other non-packaged means, claims shall not depend on seals or original packaging. Disputes shall be resolved according to the applicable contract, agreed Incoterm, quality certificates, quantity measurements, retained samples, commercial tolerances and inspection or testing results. HSO may require independent inspection by a recognized entity, such as SGS or another entity agreed by the parties, laboratory analysis, chain-of-custody documentation, loading/discharge records and evidence of contamination, shortage, off-spec condition or other non-conformity. Remedies may include commercial adjustment, replacement, credit, partial refund or rejection of the claim, as contractually appropriate.
03. Request Procedure
- For packaged products, samples or conditioned goods, the Customer must notify the error to HSO within forty-eight (48) business hours from receipt, unless the specific contract establishes a different timeframe.
- For bulk product or defects requiring laboratory testing, notice must be given within the timeframe established in the contract, inspection certificate, Incoterm or applicable commercial practice; in the absence of an express timeframe, notice must be given as soon as reasonably possible after the discrepancy is known and initial technical evidence is available.
- This communication must clearly indicate: the order number, delivery date, reference of the affected Product and a detailed description of the detected error, attaching photographs of the outer packaging, intact seals and, if visible, the defect or discrepancy.
- HSO will acknowledge receipt within twenty-four (24) business hours and, if applicable, will issue a return authorization along with precise instructions for the return of the goods. The Customer must not return any Product without having previously received such written authorization.
- Once the Product is received at our warehouses and compliance with all established conditions is verified, HSO will communicate the final decision to the Customer within a period not exceeding five (5) business days. If the refund is approved, it will be processed through the same payment method used for the purchase and will be reflected in the Customer’s account within five (5) to ten (10) business days, depending on the financial institution.
04. Exclusions
No refund will be granted in the following cases:
- Products whose factory seal or security seal has been broken, tampered with or is missing.
- Products that have been totally or partially consumed, mixed or used.
- Order errors arising from an incorrect selection by the Customer during the purchase or negotiation process on the platform.
- Damage caused during transport, unless HSO has directly contracted and managed the goods insurance and the damage is attributable to it under the terms of the agreed Incoterm.
- Perishable products, when the expiration of their shelf life is not attributable to improper storage by HSO.
05. Commercial Nature and Mandatory Legal Rights
This Refund Policy applies to B2B commercial transactions between professionals. No consumer withdrawal right or consumer-specific remedy is recognized unless a mandatory and non-waivable rule applies. Nothing in this policy shall limit rights or liabilities that cannot be excluded under applicable law.
06. Refund Contact
- Email: contact@hsotrading.com
Phone: +1 (866) 954-5938
Postal Address: 204 Hays St, Batesville, Mississippi, 38606, USA