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Returns & Claims Policy

Cross-border returns are costly and often uneconomic. This policy sets out the narrow, well-defined scenarios under which Mintwell accepts post-shipment claims — DOA defects, short-shipment, and carrier-caused damage — and how to file them.

Last updated: 12 April 2026

1. Definitions

DOA — Dead on Arrival. A part that is non-functional or visibly defective out of the box, not caused by transit damage.

PSI — Pre-Shipment Inspection performed by or on behalf of the Buyer before goods leave India.

Wear parts — Consumables that degrade through normal use: brake pads, clutch plates, filters, bulbs, belts, tyres, tubes, spark plugs, gaskets, seals, wiper blades.

Surveyor report — Independent damage survey issued by a licensed marine surveyor at destination port.

2. Pre-Shipment Inspection is Binding

Where the Buyer has conducted or appointed a PSI, acceptance at the PSI stage is binding on the Buyer for quality, quantity, packing, and specification. Post-shipment claims from PSI-cleared lots are limited to DOA defects and carrier-caused damage only.

3. DOA Claims

DOA claims must be filed within 15 days of port arrival at destination, with the following evidence:

  • Clear photographs of the defective part, OEM packaging, batch/lot markings, and carton labels.
  • Video of the functional defect where applicable.
  • Copy of the packing list and commercial invoice highlighting the affected part number and quantity.
  • Brief written description of the defect.

Accepted DOA claims are resolved by one of: (a) credit note against next shipment, (b) replacement part shipped with next order free of cost, or (c) refund against the affected line value. Mintwell selects the method; expedited standalone air-freight replacements are at the Buyer's cost.

DOA rate is typically capped at 0.5% of shipment value as industry norm for OEM auto parts.

4. Short-Shipment & Transit Damage

Carton count and seal integrity must be verified at the destination port or CFS before accepting the container. If the seal is broken, cartons are missing, or visible damage is observed:

  • Mark the carrier's delivery receipt as "received under protest — short / damaged".
  • Commission a marine surveyor report before destuffing if damage is suspected.
  • Notify Mintwell within 7 days of port arrival with photos and the surveyor report.

Claims for transit damage or loss are routed through:

  • Marine insurance — where Mintwell is the insured party (CIF, CIP Incoterms), Mintwell files the claim with its insurer.
  • Buyer's cargo insurance — for FOB, FCA, EXW shipments where risk passed before the damage-causing event.
  • Carrier claim — where the loss is demonstrably the carrier's liability.

5. Warranty

Genuine OEM parts carry the warranty specified by the Original Equipment Manufacturer. Where no OEM-stated warranty applies, Mintwell provides a default warranty of 6 months from B/L date or OEM warranty period, whichever is shorter.

Warranty covers: manufacturing defects and material failures under normal use and correct installation.

Warranty excludes:

  • Wear parts (brake pads, clutch plates, filters, bulbs, belts, tyres, tubes, spark plugs, gaskets, seals, wiper blades).
  • Damage from incorrect installation, unauthorised modification, or use outside the part's specified fitment.
  • Damage from accidents, overloading, racing, rally use, or non-standard operating conditions.
  • Normal wear and tear.
  • Cosmetic issues not affecting function.
  • Labour, towing, downtime, consequential or indirect losses.

Warranty claims require original OEM packaging, part-number evidence, and, where requested, return of the failed part to a nominated address for failure analysis.

6. Non-Returnable Orders

The following are not eligible for return or exchange once shipped:

  • Custom-packed orders with buyer-specific labelling, cartoning, or private-label branding.
  • Bulk export orders where goods have left Mintwell's warehouse.
  • Clearance, promotional, or discounted stock sold "as-is".
  • Parts supplied against a buyer-provided part number or sample where the goods match the reference.

7. How to File a Claim

Email [email protected] with:

  • PO number, invoice number, and B/L / AWB number.
  • Affected part numbers, quantities, and line values.
  • Evidence per section 3 or 4 above.
  • Preferred resolution (credit note / replacement / refund).

Mintwell acknowledges claims within 3 working days and closes valid claims within 30 days.

Claims support

Contact [email protected] or call +91 92664 24442. WhatsApp response during Delhi business hours (IST).