Shipping, Return & Refund Policy

WILCO PRIME, a trading division of MA JINNAH TRADING LLC, adheres to strict quality assurance protocols suitable for industrial chemical distribution. The following policy governs all shipping, returns, exchanges, and claims to ensure compliance with safety regulations and operational integrity.

1. General Return Guidelines & Conditions

Returns are accepted strictly at the sole discretion of WILCO PRIME and must adhere to the following mandatory conditions to safeguard our supply chain integrity:

• Authorization Period: All return requests must be formally initiated within seven (7) calendar days from the date of delivery acknowledgement. Requests submitted beyond this window constitute final acceptance of the goods.
• Product Integrity: Merchandise must be returned in factory-sealed, unopened, and original condition.
• Safety Compliance: All safety seals, hazard labels, and lot numbers must be intact and legible. Any evidence of tampering, seal breakage, or container compromise will result in immediate rejection.
• Chain of Custody: The Client certifies that the goods have been stored in compliant environmental conditions (temperature, humidity, and ventilation) consistent with the Safety Data Sheet (SDS) while in their possession.

2. Restocking Charges & Logistics

Returns of non-defective merchandise (e.g., ordering errors, surplus inventory) incur administrative and handling costs:

• Restocking Fee: A mandatory 20% restocking fee applies to all approved non-defective returns. This fee covers safety inspections, re-warehousing, and administrative processing.
• Freight Liability: Original outbound shipping charges are non-refundable. The Client bears full responsibility for all return freight costs, insurance, and risk of loss during transit.
• Return Logistics: We strongly recommend utilizing a trackable logistics service. WILCO PRIME assumes no liability for returns lost or damaged in transit.

3. Return Merchandise Authorization (RMA)

No returns will be accepted without a valid Return Merchandise Authorization (RMA) number. Unauthorized shipments will be refused at the receiving dock.

1. Initiation: Submit a formal request to ecom@majtrading.com containing the Purchase Order/Invoice Number, Lot Numbers, and high-resolution photographic evidence of the product condition.
2. Validation: Upon review, an RMA number and specific warehousing instructions will be issued.
3. Dispatch: The RMA number must be clearly visible on the exterior shipping label. Do not write directly on the product packaging.
4. Inspection & Finalization: All returned goods undergo a rigorous technical inspection. Refund processing is contingent upon the merchandise passing this quality assurance check.

4. Delivery Discrepancies & Freight Claims

Claims regarding damaged goods, shortages, or fulfillment errors must be reported within 48 hours of receipt.

• Documentation: Immediate photographic documentation of the damaged packaging and product is required for carrier claims.
• Resolution: Validated claims resulting from carrier negligence or fulfillment errors will be remedied via replacement or full refund, with all restocking fees waived.

5. Non-Returnable Inventory (NRI)

The following categories are classified as Final Sale and are ineligible for return or exchange:

• Custom-blended formulations or special-order procurement items.
• Inventory designated as "Clearance," "Liquidation," or "Short-Expiry."
• Products that have expired while in the Client's custody.

6. Refund Modalities

Approved refunds are processed following the successful inspection of returned assets:

• Notification: A credit memo or rejection notice will be issued via email.
• Timeline: Funds will be remitted to the original payment method within 10-14 business days, subject to bank processing times.
• Store Credit: Clients may elect to receive Store Credit for expedited processing and application towards future procurement.

7. Shipping & Delivery Protocols

We operate a streamlined logistics network to ensure efficient distribution within the region.

• Domestic Delivery (UAE Only):
  • Logistics Partner: Standard deliveries are fulfilled through our dedicated courier partner, Eco-Express.
  • Dispatch Timeline: Orders are processed and dispatched within 48 working hours of payment confirmation.
  • Transit Terms: Final delivery schedules and handling procedures are strictly governed by the Courier's Terms & Conditions. WILCO PRIME cannot be held liable for delays arising from third-party logistics operations.
• Self-Collection (Will Call):
  • Authorization: Warehouse collection is permitted only upon prior written agreement.
  • Process: Customers must provide advance notice to warehouse operations. Unauthorized walk-ins will not be serviced.
• International Shipping (Export):
  • Terms: Logistics for orders outside the UAE are arranged solely upon mutual agreement by both parties. Incoterms and liability transfer points will be defined in the commercial invoice.

8. Corporate Contact

For official inquiries regarding these Terms of Return, please direct correspondence to:

Email: ecom@majtrading.com
WhatsApp Support:+971 50 899 0212 (Chat Only - No Calls)
Headquarters: Dubai, United Arab Emirates