Refund & Returns Policy

Quality complaint window

Quality complaints must be raised within 48 hours of arrival at the destination port, supported by:

• Photographs of the affected goods at break-bulk
• Photographs of the reefer container temperature log (if sea reefer)
• Customs / surveyor's clearance report
• Quantity affected (cartons / bags / bales)

Complaints raised after 48 hours are not adjudicated. This window aligns with standard PFVA, KCCI, and PFA trade norms for perishable Pakistani agricultural exports.

Adjudication

On receipt of a valid complaint, we will:

1. Acknowledge within 24 hours
2. Request additional evidence or commission a joint third-party survey (cost-shared) within 5 business days
3. Adjudicate within 14 business days of complete evidence

Outcomes:

• Credit note — applied to your next consignment, valued at the cost of the affected portion
• Replacement — equivalent volume shipped on the next available vessel, freight at-cost
• Refund — by bank transfer, valued at the FOB cost of the affected portion

Exclusions

We do not adjudicate complaints arising from:

• Buyer-side cold-chain failure (verified by reefer container temperature log)
• Buyer-side delayed clearance (over 5 days at destination port)
• Buyer-side retail or storage temperature outside the recommended range
• Customs holds or document issues attributable to the buyer's broker
• Force majeure events (port closures, weather, vessel breakdowns)

Fertilizer / seed / feed retail

For our domestic fertilizer, seed, and feed retail customers in Pakistan: returns are accepted within 7 days of purchase if the seal is intact and the bag is undamaged. Counterfeit-detection complaints (any bag without anti-counterfeit seal, batch number, or manufacture date) are handled immediately — we will replace the bag at no cost while we investigate the supply chain.

Contact

For complaints, email info@zarkaaragri.com with "Quality Complaint — [Consignment Number]" in the subject line, or WhatsApp +92 300 9555810.