Returns & Refunds

01What this policy covers

Deadlines here are short and they matter. Tell us about a shortage or transit damage within 7 days of delivery, and about a quality problem within 30 days of delivery and before the yarn is processed.

This policy explains what to do when something is wrong with a yarn shipment: it arrived short, it arrived damaged, or it does not meet the specification we agreed. It forms part of our Terms & Conditions and applies to business customers.

This website takes no payments. There is no checkout, no basket and no card processing anywhere on it, so there is nothing here to refund. Refunds under this policy relate to yarn supplied under a separate order and are settled against that order.

There is no cooling-off right. Distance-selling and cooling-off rules protect consumers. We sell to businesses, on made-or-sourced-to-order terms, so those rights do not apply. If you are buying as an individual rather than for a business, tell us before ordering — different rules may apply to you and we will confirm them in writing.

02Check the shipment on arrival

Please inspect every consignment as soon as it reaches you, before it goes into store and well before it goes into production. Specifically:

• count the bags or cartons against the packing list and the bill of lading;
• check the lot and batch numbers on the labels against the documents we sent you, and keep those labels;
• look for water staining, crushing, tearing, or a broken seal on the container or packaging;
• run your own count, shade and quality checks on a representative sample from more than one bag before the yarn goes to production.

If a container arrives with a broken seal or visible damage, note it on the delivery receipt before you sign, and photograph it in place. A clean signed receipt makes a transit claim very hard to win against a carrier or insurer, and that is usually the only route to recovery.

03Deadlines for raising a claim

Please put the claim in writing to info@perceptionimpex.com. A WhatsApp message is fine to alert us quickly, but follow it with an email so the claim is on record with a date.

Once yarn has been processed, we cannot accept a claim on it. Knitting, weaving or dyeing the yarn is treated as acceptance of its quality, because at that point neither we nor the mill can establish what the yarn was like when it arrived. If you find a problem partway through a lot, stop, quarantine the remainder, and tell us — do not run the rest through in the hope it improves.

04What we need from you

The mill will not accept a claim without evidence, and nor can we. Please send us as much of the following as applies:

• the order or invoice number, and the date of delivery;
• the lot and batch numbers from the bag labels, and the labels themselves where you still have them;
• the quantity affected, in bags and in kilograms;
• clear photographs — the packaging, the labels, the yarn itself, and any visible fault;
• for a specification claim, your test results, with the test method and the equipment used;
• for a shortage or damage claim, the signed delivery receipt, the packing list, and the carrier’s report;
• a retained sample of the affected yarn, kept until the claim is settled.

Please keep the affected goods available for inspection and do not return, sell, or destroy anything until we have agreed what happens next. We or the mill may want to inspect the yarn, take samples, or have it independently tested. Where a test is needed and the parties disagree, we will jointly appoint an independent testing house, and its findings decide the claim.

05How we respond

We acknowledge every claim within 3 working days. We aim to give you our decision within 15 working days of receiving the complete evidence listed above. Where the mill or an independent testing house has to be involved, that can take longer, and we will tell you the expected timescale and keep you updated rather than leaving you waiting.

Yarn is manufactured within commercial tolerances. A variation that falls within the tolerances agreed for your order, or within normal mill practice where none were agreed, conforms to the contract and is not a valid claim. Shade variation between different dye lots is inherent to dyed yarn and is not a defect unless the order specified a single lot. Section 6 of our Terms & Conditions explains this.

06If your claim is accepted

Where we accept a claim, we will do one of the following. We will discuss which is most useful to you, though the choice between them is ours:

• Replace the affected yarn on the next available mill schedule;
• Issue a credit note against the affected quantity, set against your account;
• Refund the price paid for the affected quantity;
• Agree an allowance — a price reduction — where the yarn is still usable for your purpose.

Refunds are made to the account the payment came from, in the currency of the invoice, within 15 working days of the claim being settled. We do not refund to a different party or a different account. Bank charges and any currency movement between payment and refund are not recoverable.

Where an accepted claim affects only part of a consignment, the remedy applies to that part. The rest of the consignment, and the rest of the contract, stand.

Our liability on any claim is limited to the price you paid for the goods concerned, as set out in section 10 of our Terms & Conditions. We do not cover your processing costs, downtime, lost production, the cost of reworking or recalling your own products, or your customer’s claims against you. Please factor that into your own incoming inspection: checking a lot before it goes into production costs far less than discovering a problem in finished garments.

07Returning goods

Do not send anything back before we have agreed it in writing and given you a return reference. Unauthorised returns are refused at the door and we take no responsibility for them.

Where we authorise a return, we will tell you where to send it and who pays the freight. If the claim is accepted, we cover the return freight; if it is not, you do. Goods must be returned in their original packaging, with labels intact, and stored dry and away from direct sunlight until collected.

We do not accept returns for change of mind, over-ordering, a fall in the market price, or a cancelled order from your own customer. Yarn is sourced and often spun against your specific order. Once we have committed it to a mill it cannot go back into general stock, and we bear that cost.

Custom-spun, custom-dyed, gassed, mercerized and other specially processed yarns cannot be returned at all unless they are defective, because there is no other buyer for them.

08Samples

Samples are supplied so you can assess a yarn before committing to a bulk order. They show the general character of the yarn rather than guaranteeing an exact match, and minor variation between a sample and a bulk lot is inherent to spinning. Samples are not returnable and are not sold. If exact conformity to an approved sample is essential to your product, say so in writing before the order is confirmed so we can record it in the specification and price accordingly.

09Claims and payment

Raising a claim does not postpone payment. Invoices remain due on their terms, and you may not set a claim off against an unrelated invoice. Where we accept a claim we settle it by credit note or refund as set out above. We take this position because a supply chain in which payment stops every time a claim is opened stops working for everyone in it — including you, when your own customers do it.

10Raising a claim

Send claims to:

Please put your order or invoice number in the subject line. If you have not had an acknowledgement within 3 working days, call us — do not assume the email arrived.

If we cannot agree, section 16 of our Terms & Conditions sets out the governing law and the forum. Please raise the dispute with us in writing first and give us 30 days: it is almost always faster than the alternative. Nothing in this policy affects rights you have under the laws of the Islamic Republic of Pakistan that cannot be excluded by agreement.