Which orders this covers
This draft describes how a business buyer could raise a problem with an Exsel order. A quote or order confirmation must identify its seller, destination and applicable terms. The existing shop's 14-day return wording and three-working-day damage notice have not been adopted for Exsel AI Inc.; their validity and effect on mandatory rights need review.
Inspecting delivery
The recipient should check the external package condition, count parcels against delivery records and, when practicable, compare items, quantities and identifiers with the order. Note visible damage with the carrier where possible. Keep packaging, labels and photographs until a claim is assessed. This helps investigation and does not waive rights that cannot be waived.
How to open a claim
Contact https://shop.exsel.ai/contact-us/ with the order reference, delivery date, affected product identifier, quantity, description of the problem and requested outcome. Include photos or documents relevant to damage, wrong items, missing units or a failed delivery. Exsel should acknowledge receipt, give a claim reference and ask for any essential missing evidence. Do not include unrelated personal data in attachments.
Damage, shortages and wrong goods
Different problems need different evidence. Damage may require package and product photos; a shortage may require packing documents and parcel weights; a wrong item may require the label, GTIN and invoice. Exsel should distinguish a seller error from carrier loss and should not make a buyer pay return transport for a confirmed seller error unless lawful and expressly agreed.
Non-delivery and carrier investigation
A tracking event alone may not resolve a non-delivery report. Exsel should check the agreed delivery address, proof of delivery, carrier trace and any authorised safe-place instruction. The buyer should report a missing shipment promptly and cooperate with reasonable investigation. The order-specific contract should identify which party bears transit risk.
Product defects, authenticity and compliance
A suspected defect or counterfeit should be quarantined where safety or evidence may be affected. Share batch, serial, GTIN, packaging and supplier information as available. Exsel should consider product safety reporting and recall obligations separately from a routine return. A buyer's inability to list a genuine product on a marketplace is not automatically proof of a defect or brand authorisation.
Change-of-mind returns
Business purchases may have different cancellation rights from consumer purchases. No blanket right or exclusion is imposed by this draft. The final Exsel policy must state whether voluntary change-of-mind returns are offered, for which products and destinations, within what period, and who pays handling and carriage. Any non-returnable category must be stated before order acceptance.
Return authorisation and transport
Before sending goods back, request written instructions identifying the address, reference number, packing requirements, carrier, insurance and cost allocation. An agreed inspection or collection may be more suitable for bulky, dangerous or high-value goods. Exsel should not reject a valid legal claim solely because a parcel lacked an internal reference if it can be identified reasonably.
Assessment and decision
Exsel should tell the buyer what evidence was considered and whether the claim is accepted, partly accepted or declined. If extra evidence is necessary, give a reasonable response period and explain its purpose. A declined claim should include a reason and contact for escalation. The final policy needs realistic service times based on the actual support operation.
Remedies, refunds and credit notes
Depending on the contract and law, a remedy may be replacement, repair, price adjustment, credit or refund. The agreed payment route and accounting treatment should be used; no cash wallet or finance-provider process is assumed. The final policy must state the refund trigger, method and expected time after approval and any tax or shipping adjustment.
No loss of mandatory rights
Claims deadlines, proof requirements and exclusions must be checked against the law of the transaction. This draft does not remove remedies that cannot legally be excluded. The buyer should keep the order confirmation and claim correspondence so the applicable version can be identified.