CAGS Returns & Refunds Policy

Effective Date: 24 June 2026 | Last Updated: 24 June 2026 | Next Review: June 2027

1. Overview

CAGS is committed to delivering products that meet the agreed specifications and quality standards. This Returns and Refunds Policy governs all claims, returns, and refund requests made by Buyers in connection with B2B commercial orders placed with CAGS.

Given the regulated nature of tobacco products and the complexities of international trade, returns are managed on a case-by-case basis in accordance with the procedures set out below.

2. Grounds for Returns & Claims

Returns and claims are accepted only under the following circumstances:

• Manufacturing Defects: Products that do not conform to agreed quality specifications or contain verifiable manufacturing defects at the time of delivery.
• Incorrect Products Shipped: Products that differ materially from the confirmed order specification (wrong product type, incorrect packaging, wrong quantity beyond agreed tolerance).
• Shipping Damage: Products that arrive in a damaged condition where the damage is attributable to inadequate packaging at origin (not carrier handling after risk transfer).
• Short Shipment: Quantity received is materially less than the quantity invoiced, beyond agreed tolerance levels (typically ±5% for bulk orders).

The following are NOT grounds for return:

• Change of mind or commercial circumstance after order confirmation.
• Regulatory non-compliance in the Buyer's destination market arising from the Buyer's failure to verify applicable import requirements before placing an order.
• Minor variations in colour, texture, or appearance within industry-accepted tolerances.
• Products that have been improperly stored, handled, or used by the Buyer or their agents.

3. Claims Procedure

Step 1 — Inspection on Delivery
Buyers must inspect all shipments promptly upon delivery and note any visible damage or discrepancy on the carrier's delivery receipt.

Step 2 — Written Notification
All claims must be submitted in writing to info@cagstobacco.com within 14 calendar days of the confirmed delivery date. Claims submitted after this deadline will not be considered.

Step 3 — Supporting Documentation
Claims must be accompanied by the following:

• A clear written description of the nature and extent of the defect or discrepancy
• Photographic evidence clearly showing the issue
• Copy of the delivery receipt (with damage notation where applicable)
• Copy of the relevant Commercial Invoice and Packing List
• Carrier's damage report (for shipping damage claims)

Step 4 — CAGS Review
CAGS will review all claims within 14 business days of receipt of complete documentation. We may request additional information or arrange for an independent inspection at our discretion.

Step 5 — Resolution
Upon approval of a valid claim, CAGS will offer one of the following resolutions at its discretion:

• Replacement Shipment: A replacement of the defective or missing product in a subsequent shipment.
• Credit Note: A credit note to the value of the affected goods, applicable against future orders.
• Partial Refund: Issued in exceptional circumstances where neither replacement nor credit note is commercially feasible.

4. Return Shipping Procedures

Where CAGS approves a physical return of goods:

• CAGS will issue a Return Merchandise Authorisation (RMA) number and return shipping instructions. Goods must not be returned without a valid RMA number.
• Return shipping costs will be borne by CAGS where the return is due to a confirmed manufacturing defect or shipping error on CAGS's part.
• Goods must be returned in their original packaging, securely packed, with the RMA number clearly marked on the outer carton.
• CAGS will not accept returned goods that show evidence of tampering, improper storage, or misuse.

5. Refund Policy

• Refunds to the original payment method are issued only in exceptional circumstances and are subject to CAGS management approval.
• Approved refunds will be processed within 30 business days of written confirmation of approval.
• All bank transfer fees, currency conversion costs, and payment processing charges in connection with refunds are the responsibility of the Buyer.
• CAGS does not issue refunds for orders cancelled after production has commenced. A cancellation fee of up to 30% of the order value may apply.

6. Exclusions

This Returns Policy does not apply to:

• Custom or private label products manufactured to Buyer-specified designs, where the specification was approved in writing by the Buyer.
• Products sold as samples or at promotional pricing.
• Products that have been re-exported, relabelled, or altered by the Buyer.
• Damage arising from the Buyer's non-compliance with storage or handling instructions.

7. Contact for Returns & Claims

CAGS TOBACCO AND TOBACCO PRODUCTS INDUSTRY AND TRADE JOINT STOCK COMPANY
Fulya Mahallesi, Buyukdere Caddesi, Torun Center A Blok No: 74A, Ic Kapi No: 19, Sisli / Istanbul, Turkey
Email: info@cagstobacco.com
Telephone: +90 212 916 27 27
Website: www.cagsgrp.com

Related Policies

• Terms & Conditions: www.cagsgrp.com/terms-and-conditions
• Shipping Policy: www.cagsgrp.com/shipping-policy
• Contact CAGS: www.cagsgrp.com/contact