Policies

Quality Control Policy

Tradcom Samoedra is a company that takes pride in its rigorous accountability and quality control measures, thus creating an environment where our customers can rest assured that they are in capable hands. Our quality control policy includes a detailed description of how, when, and within what timeframe Tradcom Samoedra handles quality related issues, and how you can respond on behalf of your organization when they do.

Rejection Before Delivery

When ordering a specific commodity from Tradcom Samoedra, the packaging, labeling, quality and origin has already thoroughly been investigated before dispatch. Rigorous quality control measures are put in place regarding quality control, batch numbers, SKU’s and commodity lifecycles that are all matched with the customer’s order before the commodity arrives.

Our customers are expected to reject all mismatched commodities or faulty orders before delivery, instead of receiving the commodities, signing off on them, allowing our drivers to leave, using the commodities and then lodging a complaint. Every delivery must be inspected by our customers before receipt of the package. As the receiver and rightful owner of commodities ordered from Tradcom Samoedra and our related businesses, you may open your packages for inspection, before signing off on receipt of the packages.

In the rare instance where the quality of a commodity is defective, or where the supply is unsatisfactory, you must reject the order and sign “reject” with our delivery groups, with a valid reason, in which case you will qualify for an immediate replacement to the desired specification. Such a rejection must formally be declared within 3 hours from delivery. In the case where you have made a typo or error during the ordering process, we will not be able to take account for the situation.

In this case, the order will be a rejected order and not a canceled order.

Rejection Due to Failed Laboratory Test

In the case where your organization purchased a commodity or series of commodities from us that are of chemical nature or require laboratory testing to determine the quality of the commodity itself, where the commodity has been discovered to be defective, it must be reported within 5 business days from the receipt of the laboratory test results by your organization.

Validity

In order for such a laboratory test to be considered valid, it must have been conducted by a reputable external (third party) laboratory or specialized industry/product related testing company that is not wholly or partially owned by, influenced by or operated by your organization and is verifiable by an independent source. In this case our manufacturers, suppliers and other participants in the supply chain will be contacted regarding the situation and our insurance providers will conduct their investigation for the isolated case.

No Usage of Commodity

In the case where your organization has sent samples to a laboratory or testing facility and suspects a quality defect or may want to ask for a return, the organization should not use the commodities, sell them or produce anything with the commodities. During the time period that your organization is waiting for the laboratory test report, the commodity/commodities you purchased may not be used, or otherwise will not quality for an exchange or return.

In the case where you have started using or selling the commodity/commodities purchased from Tradcom Samoedra, we will not release any return at all. The commodities must be returned as received in order to qualify for an exchange.

In the case where Tradcom Samoedra has accepted your request for an exchange or return based on the related laboratory test, the commodity/commodities will have to be returned exactly as delivered, sealed in the same packaging. The package that you have opened for testing will not result in a penalty, however, if all packages have been opened then you might be suspected of fraud or commodity swapping which will lead to a secondary investigation before your query is satisfied.

Recordkeeping

In order to present any claim regarding order quality or quantity received, we urge our clients to keep accurate records of every invoice, purchase order, purchase note, discussion, bill of lading, delivery papers, laboratory tests, photos, and other relevant data in order to streamline return processes and address quality defects. If records were neglected, we will unfortunately not be able to assist with your claim unless valid records have been documented and submitted to the responsible quality control or customer care department.

By purchasing from Tradcom Samoedra, you agree that you have read and understand the procedures contained within this policy. Failure to read our policies does not qualify as a valid reason for negligence and will not be accepted as a valid reason for complaints.

Refund Policy

Limited returns, no refunds

Due to the inherent nature of the commodities market and the fact that we supply bulk shipments, Tradcom Samoedra operates with a limited return and strict no-refund policy. The primary reason for this is fluctuating commodity prices and the high risk of fraud involved.

For the continuity of our business, we do not underwrite any risk on behalf of suppliers for faulty products, damaged packaging or late deliveries. This policy is established to protect both our company and our valued customers.

No refund will be processed unless it is physically not possible for our company to return a reasonable quality and quantity of the commodities that you have purchased within the specifications you have ordered.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. In pay not be used, partially used or consumed and must be returned in the same quantity as received.

No commodity will be delivered that is not the same weight or quantity as advertised and is thoroughly inspected by our shipping partners, delivery teams and internal staff before arrival. Only quality defects, shipping delays and packaging defects will be dealt with.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

At Tradcom Samoedra, we pride ourselves on being a trusted contributor in the global commodities market. We aim to provide a clear return and refund policy.

Return Policy

Understanding the Commodity Market:

The commodities market is a dynamic environment, with prices fluctuating based on various factors like supply, demand, weather events, and global economic conditions. Unlike some retail products, commodities are generally not returnable after purchase. This is because they are often bulk orders, shipped internationally, and destined for immediate processing or industrial use.

Due to the prices fluctuating, both in the commodities industry and the logistics industry, our prices are only valid for one day, and we will not be able to issue a full refund in the case where the prices have gone up.

Commodities are often bulk orders, custom-blended according to specific contracts, or shipped directly for processing upon arrival. This makes returns impractical and potentially disruptive to ongoing production processes.

Our Commitment to high quality, low price options:

Despite the inherent challenges of returns in the commodity market, we prioritize satisfaction. We work diligently to ensure stringent sourcing practices, a rigorous inspection procedure, transparent communication, and empathy.

We partner with established and reputable producers around the world, upholding the highest quality standards throughout the supply chain. Our team conducts thorough inspections at various stages, from origin to port, minimizing the risk of receiving sub-standard products. We maintain open communication throughout the buying process, clearly outlining product specifications and delivery timelines. We also empathize with out clients when things do not go as planned.

Minimizing the need for returns:

By prioritizing quality control and clear communication, we aim to eliminate the need for returns altogether. However, unforeseen circumstances may arise. For this reason, we maintain a structured approach to handling return requests:

Contact us immediately. If you believe there’s a potential issue with your order, please contact our dedicated customer service team within 24 hours of receiving your shipment. To expedite the review process, please provide clear and detailed information about the alleged issue, including photos or video evidence if applicable. We believe in open communication and collaboration. Our team will work with you to understand the situation and explore potential solutions, which may include replacements or alternative options depending on the specific circumstances.

The Return – Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then you will receive a new set of the purchased commodities within the expected delivery period.

In the rare case where a refund is issued, a credit will automatically be applied to your account wallet, credit card or original method of payment, within a certain amount of days.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@tradcomsamoedra.my.

How to track your order:

Enter Order ID: On the track your order page, locate the box provided to enter your Order ID. This Order ID can be found on your receipt or in the order confirmation email. Order ID’s are generated by AI algorithms that keep your order status private and secure.

Locate The Order: After entering the Order ID in the designated box, click on the “Track” button to initiate the tracking process.

View Order Status: Once the Order ID is submitted, you will be able to view the real-time status of your order. You will receive notifications when there are updates to the delivery status of your parcel.

Ensure that the order is not canceled: Refer to your emails from Kruger to make sure that the order has not been canceled and refunded to your account. Check your wallet for any surplus or additional balance. Note that all cancellations and refunds from our side will be issued within less than 7 days.

Check your spam folder: If you haven’t received any emails, locate the spam folder or “junk” folder in your email mailbox. You will find a receipt there. Once you have the receipt, make sure to label the email as “Important” so that you can receive order updates.

If you still can’t locate your order: Double check your account for email and billing detail errors. If you entered the wrong email address, you can edit that in the My Account page and request for an order update.

Contact Support: In case you encounter any issues with tracking your order or have questions about the status of your delivery, you can reach out to Tradcom Samoedra’ customer support for assistance. Find this in the “Contact Us” section at the bottom of this page.

Order has not arrived or is stuck

In case your order has been placed but has not yet been dispatched, or has been dispatched but is stuck somewhere else, or has not arrived for an extended period of time (over 7 days for local deliveries and over 30 days for international deliveries) then you can follow this procedure to resolve the issue. Do not follow this procedure if you have not received any email after placing an order; in the case where you have not received any updates, follow the previous procedure that says “How to track your order”.

Common reasons for delays include:

1. Order tracking systems can experience temporary overload. It is not common, but it happens. Your order might be around the corner, but the system didn’t correctly update due to updates or data overload.
2. Damaged packaging; our system naturally rejects damaged products and packaging, and getting replacements may take up to two weeks due to production timelines, packaging timelines and so forth.
3. There could be issues with the packaging in terms of size or weight, affecting transportation methods, and arrangements need to be made to resolve the issue, which can take a day or two.
4. Wholesale goods, especially fully loaded and closed containers, undergo rigorous investigation at the ports and checkpoints. Cross-border shipments can potentially get stuck at customs checkpoints for multiple reasons, such as errors in customs documentation, unpaid duties or taxes, difficulty locating documents regarding customs and duties payments, port charges, or delays due to prohibited contents (which could be something as small as a lithium battery).
5. Force majeure events can also be declared, or the authorities could be conducting a random search at the ports to do an investigation.
6. Stevedoring equipment could have broken, and the port could have suffered damages that are undergoing repair.
7. Seaports can also become overwhelmed with incoming ships, and declare that no ships are allowed to enter the harbor for a specific time period.
8. We generally only send updates regarding the whereabouts of your order, instead of the finer, less relevant details. If your product is in transit, but has not arrived, it will likely arrive at a later date, but will not be canceled.
9. Unfortunately, packages can sometimes get lost in the shipping process. If a package is truly lost, the best recourse is to file a claim with the shipping carrier.

Check the tracking information: Review the tracking details provided by Tradcom Samoedra to see the last known location and status of the order.

Contact Tradcom Samoedra customer support: Reach out to Tradcom Samoedra’ customer support team via email, or request a call back, or use our website contact form to report the issue and request assistance. One of our dedicated happiness engineers will reach out to you within 24 hours to resolve the issue.

Provide the order details: When contacting customer support, have the following information ready: your ID or account number, order number, date placed, items ordered, and tracking number. We may also request invoices you have received from us and will verify your account before proceeding with a solution.

Inquire about the delay: Ask customer support for an explanation of the delay and what steps are being taken to resolve it.

Be patient and persistent: Resolving shipping delays can take time, so remain patient and persistent in following up with Tradcom Samoedra and the shipping carrier. There are multiple points through which your product will pass before reaching your destination and significant investigations are being conducted when complaints are filed.

Request an estimated delivery date: If the order is significantly delayed, ask customer support for an updated estimated delivery date.

Escalate to a supervisor: If the initial customer support representative is unable to resolve the issue, politely request to speak with a supervisor or manager.

Contact the shipping carrier: If the order is stuck with a specific shipping carrier, contact them directly to inquire about the delay and request an update.

Contact the seller: In the case where another seller is utilizing our system to sell their products, consider contacting them directly with your order number, and keep record of your conversations. If the seller is unresponsive, contact them through multiple platforms. In the case where a seller is unwilling to co-operate, we will take serious consideration to remove them from the platform and proceed with a refund.

Monitor the tracking: Regularly check the order tracking for any updates and changes in status.

File a complaint: If the order remains stuck in transit for an unreasonable amount of time and customer support is unresponsive, consider filing a formal complaint with Tradcom Samoedra.

Seek a refund or replacement: If the order is lost or significantly delayed, request a refund or replacement from Tradcom Samoedra. Due to the nature of wholesale trade, we have stringent refund policies and do not offer refunds for certain order types or delayed orders, and will require significant proof of order failure from all parties involved in case a refund is being processed. We are currently working with insurance providers to offer insurance as a second layer of security on our orders.

Document all communications: Keep a record of all emails, phone calls, and interactions with Tradcom Samoedra and the shipping carrier regarding the delayed order. We value your happiness, and will make sure you achieve a positive result.

Insurance Investigations

In line with our limited return and no-refund policy, we may initiate an insurance investigation into any return request, particularly those involving:

• Claims of Product Damage During Transport: While we partner with reliable shipping companies and utilize secure packaging, unforeseen circumstances can lead to damage during transit. An investigation allows us to determine the cause of damage and identify any potential liabilities. This protects both Tradcom Samoedra and our insurance providers from fraudulent claims.
• Discrepancies in Quantity or Product Grade: In rare instances, there might be discrepancies between the ordered and delivered product. An investigation helps us pinpoint where the issue occurred within the supply chain. This could involve contacting origin points, shipping companies, or destination port authorities to gather evidence and determine the cause of the discrepancy.

What to Expect During an Investigation:

• Communication: Our team will contact you to gather additional details about the alleged issue and request any supplementary documentation that might aid the investigation.
• Accountability: You may be held legally accountable for all claims made during the insurance investigation and may be approached directly by our insurance provider. False or overexaggerated claims are considered insurance fraud which is a criminal act that is punishable at the federal level.
• Timeline: The investigation timeframe can vary depending on the complexity of the case and the need to gather information from various parties involved in the supply chain. We will keep you informed of the progress throughout. You can expect to spend a minimum of 14 days in an investigation case.

Outcomes of an Investigation:

Based on the findings of the investigation, Tradcom Samoedra will determine the most appropriate course of action. Possible outcomes include:

• Verification of Claim: If the investigation confirms the validity of your claim (e.g., documented shipping error or verifiable product damage), we will work towards a resolution as outlined in the exceptions section of this policy (replacements or potential credit).
• Unverifiable Claim: If the investigation cannot conclusively prove the validity of the claim, we may be unable to provide a refund or replacement. However, we will provide a detailed explanation of the findings.
• Potential Subrogation: In cases where the investigation reveals a third-party is liable for the issue (e.g., negligence by the shipping company), we may involve our insurance providers and pursue subrogation to recover any associated costs.
• Legal Action: In the case where we suspect that false claims have been made, or in the case where our insurance company detects false claims, legal action may be taken and you may be reported to the local authorities.

Maintaining a Secure Supply Chain

Insurance investigations are not intended to create an obstacle for legitimate return requests. However, they play a vital role in maintaining the integrity and security of our supply chain. By thoroughly investigating potential discrepancies, we can identify areas for improvement and prevent future occurrences. This ultimately benefits all stakeholders involved in the commodities market.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@krugercommodities.com and send your item to our nearest warehouse, of which you will receive the location through communications with us.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help with a return or refund?

Contact us for questions related to refunds and returns.

Cancellation Policy

This policy outlines our procedures for order confirmation, management, and the importance of reviewing these details before finalizing your purchase.

Transparency Through Online Ordering:

Tradcom Samoedra prioritizes a user-friendly online platform that streamlines the ordering process. Once you have selected your desired commodity, quantity, and delivery options, you will proceed to a dedicated checkout page. This page clearly outlines:

• A detailed breakdown of your chosen commodity, including product specifications, quantity, and agreed-upon price.
• Confirmation of your designated delivery location and the chosen shipping method. This section will also display the estimated shipping cost.
• A clear indication of the anticipated timeframe for your order to arrive at its destination and a live parcel tracking option.
• Secure options for entering your preferred payment method.

Reviewing Your Order for Accuracy:

We strongly encourage you to thoroughly review all the details presented on the checkout page before confirming your order. This includes:

• Verifying commodity specifications, grade, and quantity to ensure they align with your exact requirements.
• Confirming shipping information.
• Understanding estimated costs, taxes and fees.

Order Confirmation and Cancellation:

Once you have reviewed all details and confirmed your order, you will receive an email confirmation with a unique order number for your reference. Through your online Tradcom Samoedra account, you can access your order history and view the current status of your confirmed purchase. You will not be able to make any changes unless you get in contact with our team as soon as possible.

Important Note Regarding Order Cancellation:

Due to the time-sensitive nature of commodity transactions and the inherent challenges associated with returns (as outlined in our separate Refund and Returns Policy), Tradcom Samoedra does not offer order cancellations once an order has been confirmed.

While cancellations are not possible after order confirmation, our user-friendly platform allows you to conveniently manage your confirmed purchases. Here’s how:

• Order Tracking. You can access real-time tracking information for your confirmed order. Our system provides updates on the shipment’s progress, including current location, estimated arrival date, and access to important documents like bills of lading and commercial invoices.
• Contacting Customer Service. Our dedicated customer service team is available to answer any questions you may have regarding your confirmed order.

Shipping Policy

We understand that timely and secure delivery is crucial to your business success. That’s why we’ve partnered with leading global shipping companies to ensure your commodities reach their destination efficiently and reliably.

This policy outlines our shipping procedures, estimated delivery timelines, and associated costs.

Transparency in Shipping:

Tradcom Samoedra is committed to transparency throughout the buying process. This includes providing clear information about shipping options, costs, and estimated delivery timeframes. We encourage you to review this policy carefully before finalizing your order.

Factors Affecting Shipping

Several factors can influence the final shipping cost and delivery timeframe for your commodity order. Here are some key considerations:

• Destination: The distance between our origin port and your designated delivery location significantly impacts shipping costs and estimated delivery times.
• Commodity Type: The physical properties and handling requirements of your chosen commodity (e.g., bulk grains, liquid oils, etc.) can influence shipping methods and associated costs.
• Order Quantity: Larger volume orders often qualify for more economical shipping options compared to smaller quantities.

Shipping Options

Tradcom Samoedra offers a variety of shipping methods to cater to your specific needs and budget. In most cases, you will be able to select your shipping option online. In custom order cases, we will work with you to determine the most suitable option based on factors like urgency, order size, and destination. Common shipping options include:

• Full Container Load (FCL): This is a cost-effective option for large volume orders, where you utilize the entire capacity of a shipping container.
• Less Than Container Load (LCL): Ideal for smaller orders, where your cargo shares container space with other shipments heading to the same region.
• Air Freight: The fastest, but typically most expensive option, suitable for urgent deliveries or time-sensitive commodities.

Shipping costs and timeframes

Understanding Shipping Costs:

Tradcom Samoedra strives to offer competitive shipping rates for all our commodities. However, the final cost can vary depending on several factors mentioned on Page 1. Here’s a breakdown of how we determine shipping costs:

• Origin and Destination: The distance between our origin port and your designated delivery location is a primary factor influencing cost. Longer distances typically translate to higher shipping rates.
• Commodity Type: The specific commodity you order can impact shipping costs due to factors like weight, required handling procedures, and potential hazards associated with certain materials.
• Order Quantity: Bulk orders often qualify for lower shipping costs per unit compared to smaller quantities. This is because they utilize the full capacity of a shipping container (FCL), leading to economies of scale.
• Chosen Shipping Method: As mentioned earlier, we offer various shipping options (FCL, LCL, Air Freight). Each method has its associated cost structure, with Air Freight generally being the most expensive due to its speed.
• Fuel Surcharges: Global fuel prices can fluctuate, and some shipping companies may incorporate temporary fuel surcharges into their rates. We will clearly communicate any applicable surcharges before finalizing your order.

Transparency in Cost Estimates:

Tradcom Samoedra prioritizes transparency throughout the buying process. During the quote stage, we will provide you with an estimated total cost that includes the base commodity price, anticipated shipping costs, and any applicable taxes or fees.

Estimated Delivery Timeframes:

While unforeseen circumstances can occasionally arise, we strive to provide accurate estimates for delivery timeframes. Here’s a general overview based on common shipping methods:

• Full Container Load (FCL): This method typically offers delivery within 30-45 business days from the date your order leaves the origin port.
• Less Than Container Load (LCL): Due to the consolidation process involved, LCL shipments may take slightly longer, with estimated delivery timeframes ranging from 45-60 business days.
• Air Freight: The fastest option, Air Freight can deliver your commodities within 7-10 business days, depending on the origin and destination.

Please note: These are estimated timeframes and can be subject to change due to factors like customs clearance procedures, port congestion, or unforeseen weather events. We will keep you informed of any significant delays that might impact your shipment’s arrival time.

Real-Time Shipment Tracking

At Tradcom Samoedra, we understand the importance of staying informed about the status of your valuable cargo. That’s why we offer real-time shipment tracking through our user-friendly online portal. Once your order is confirmed and shipped, you will receive a unique tracking number that allows you to:

• View the current location of your shipment, including origin port, destination port, and any intermediate stops during the journey.
• Our tracking system provides you with the most up-to-date estimated arrival date based on the shipment’s progress.
• The portal allows you to download essential documents related to your shipment, such as bills of lading, commercial invoices, and packing lists.

Insurance

While Tradcom Samoedra partners with reputable shipping companies and utilizes secure packaging solutions, unforeseen events can occur during transport. To provide additional peace of mind, we offer optional cargo insurance coverage.

Benefits of Cargo Insurance:

• In the unfortunate event of damage, loss, or theft during transit, cargo insurance can help recoup the financial value of your shipment.
• Cargo insurance provides risk mitigation as a safety net against unforeseen circumstances, protecting your investment in the commodities you purchase.
• Knowing your shipment is insured allows you to focus on your business operations with greater confidence and peace of mind.

Obtaining Cargo Insurance:

Tradcom Samoedra can help you secure comprehensive cargo insurance coverage. During the online quote stage, we will showcase your options and provide detailed information about coverage options and associated costs. You can choose to accept or reject this upon checkout.

Contact Us for More Information:

For further details about our shipping policy, estimated costs, delivery timeframes, or to discuss cargo insurance options, please don’t hesitate to contact our experienced customer service team. We are happy to answer your questions and guide you through the shipping process. You can speak to a happiness engineer by contacting sales@tradcomsamoedra.my.

Thank you for choosing Tradcom Samoedra!

We appreciate your business and look forward to being your trusted partner in the global commodities market.