Shipping, Cancellation, Return & Refund Policy

1. Bulk Enquiry & Shipping Discussion

When you submit a bulk enquiry, our team will contact you to understand your complete requirement before finalizing the supply and delivery details.

During the enquiry discussion, we may confirm:

• Your name and contact details
• Product required
• Required quantity
• Product size or grade
• Intended use or business requirement, where relevant
• Complete delivery address
• Pin code and delivery location
• Packaging or handling requirements, where applicable
• Shipping or transport requirements
• Expected delivery timeline
• Other information necessary to prepare the quotation

2. How Our Bulk Shipping Process Works

3. Delivery Address Confirmation

Before the supply is finalized, customers may be required to provide and confirm their complete delivery address.

This may include:

• Recipient name
• Mobile number
• Complete address
• City
• State
• Pin code
• Any useful delivery instructions

Customers are responsible for providing accurate delivery information and should carefully check the address before confirming the supply.

4. Shipping & Transportation Charges

For bulk requirements, shipping or transportation charges may vary depending on:

Any applicable shipping, transport or delivery charges will be discussed with the customer before the relevant supply is confirmed.

5. Payment After Enquiry & Confirmation

Payment is not required merely because you have submitted a bulk enquiry.

Payment-related details will be discussed after the enquiry and after our team has understood the product, quantity, delivery location and other applicable requirements.

The applicable price, shipping/transport charges, payment amount and payment method will be communicated before the relevant transaction is confirmed.

6. Sample Before Bulk Supply

Because many of our products are natural materials and bulk requirements can involve significant quantities, we recommend that customers consider requesting a sample before proceeding with a larger bulk requirement, especially when the product is new to the customer.

Sample availability, sample quantity, material cost and shipping/transport charges will be discussed separately with the customer.

Depending on the requested quantity and delivery location, the customer may be required to bear the applicable sample material and shipping/transport charges.

Customers who choose not to request a sample may still submit a bulk enquiry, but they should understand the product information and confirm their requirement carefully before proceeding.

7. Cancellation Policy

Because our bulk supply process may involve sourcing, preparation, processing, packaging and transport arrangements, cancellation must be communicated as early as possible.

To request cancellation, the customer should contact MSMS Rawat Bros directly by phone, WhatsApp or email and clearly provide the relevant enquiry/order details.

A cancellation request should not be considered confirmed merely because the customer has sent a message. Our team must acknowledge and confirm the cancellation request.

After Dispatch

Once the product has been dispatched, cancellation may no longer be accepted under the normal cancellation process.

Customers should therefore contact us immediately if they wish to cancel a confirmed requirement.

8. How to Request Cancellation

Cancellation requests should be communicated directly to our team through one of the following:

• Phone call
• WhatsApp message
• Email

Please provide, where available:

• Your name
• Mobile number
• Enquiry or order reference
• Product details
• Reason for cancellation

9. Return Policy

Our products may include natural gardening materials, pine bark, herbal raw materials and other naturally sourced materials. These materials can have natural variation in colour, texture, shape, size and appearance.

Customers are therefore encouraged to understand the product specification and, where practical, request a sample before proceeding with a larger bulk requirement.

However, if there is a genuine issue such as a significant mismatch with the product or specification that was agreed during the confirmed supply arrangement, the customer should contact us promptly so that the matter can be reviewed.

Any such issue should be reported with relevant order details and, where useful, photographs or other supporting information.

Any resolution will be considered according to the agreed product specifications, the circumstances of the issue and applicable law.

10. Refund Policy

Refunds are not automatically provided for every cancellation, return request or change of mind in a bulk enquiry.

Where a refund is applicable, the circumstances, amount, payment method and processing procedure will be discussed directly with the customer.

If a confirmed supply has already involved product preparation, sourcing, processing, packaging, shipping or other costs, the applicable refund position may depend on the stage of the transaction and the terms agreed with the customer.

11. Sample Evaluation & Bulk Confirmation

If a customer chooses to request and evaluate a sample, the sample should be considered an opportunity to understand the material before committing to a larger bulk requirement.

Where the customer has received a sample and has had an opportunity to evaluate the material, the customer should communicate any important concern or specification requirement with our team before confirming the bulk supply.

If a customer chooses not to request a sample, the customer should carefully discuss the product specification, size, grade, quantity and intended use with our team before confirming the bulk requirement.

12. Natural Product Variation

Many products supplied by MSMS Rawat Bros are natural or naturally sourced materials.

Reasonable variation may occur in:

• Colour
• Texture
• Shape
• Size
• Appearance
• Natural characteristics of the material

Such natural variation does not automatically constitute a defect where the supplied material generally corresponds to the agreed product description, size or grade.

13. Delivery Timelines & Delays

Delivery timelines for bulk requirements may vary depending on product preparation, quantity, destination, transport availability and other circumstances.

Delays may occasionally occur due to circumstances outside our direct control, including transport issues, weather, road conditions, operational disruptions or other unforeseen circumstances.

Where we become aware of a significant delivery issue, we may communicate the relevant information to the customer.

14. Customer Responsibility

Customers are responsible for providing correct and complete information during the enquiry and order-confirmation process.

• Correct name and contact number
• Correct delivery address
• Correct pin code
• Correct product and quantity requirement
• Correct size or grade requirement
• Relevant special delivery instructions
• Prompt communication regarding any change in requirement

Incorrect or incomplete information may affect dispatch, delivery time or transportation arrangements.

15. Information Shared for Logistics & Delivery

After an enquiry and when a supply is confirmed for dispatch, limited information may need to be shared with a logistics, transport or shipping provider.

This may include information reasonably required to complete delivery, such as:

• Recipient name
• Contact number
• Delivery address
• Basic shipment details

More information about handling personal information is provided in our Privacy Policy.

16. Please Discuss Important Requirements Before Confirmation

If you have a specific requirement regarding product size, grade, quantity, packaging, sample, delivery location, shipping method or intended use, please discuss it with our team before confirming the bulk supply.

This is especially important for large quantities or requirements where product characteristics are critical.

17. Changes to This Policy

MSMS Rawat Bros may update this Shipping, Cancellation, Return & Refund Policy from time to time to reflect changes in our business process, logistics arrangements, products or applicable requirements.

The updated version will be published on this page with a revised “Last Updated” date.