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1. Who we are and when these terms apply
IMPORTR.XYZ (“Platform”, “we”, “us” or “our”) is a brand operated by Saanvi Impex India Private Limited (“Company”). These Terms govern access to and use of the IMPORTR.XYZ website, mobile applications, product listings, account features, checkout, sourcing, order processing and related services. By browsing, registering, placing an order, making payment or otherwise using the Platform, you (“you”, “Buyer” or “User”) agree to these Terms and the Privacy Policy and Cancellation, Refund & Return Policy.
The Platform is primarily designed for business sourcing, reselling, wholesale and commercial purchases. You confirm that you are legally competent to contract and, if acting for a business, authorised to bind that business. If you do not agree, do not use the Platform.
2. Two separate order channels: Air and Sea
2.1 Air shipment — online checkout
Air orders are placed through the Platform and are payable using the payment methods made available at checkout through our payment gateway or payment service provider.
The minimum quantity may be one piece where the listing permits it. The applicable product options, quantity, price, estimated freight, taxes and other charges shown at checkout or in the order confirmation govern that order.
An online payment acknowledgement confirms receipt or processing of payment; it does not by itself guarantee product availability or final acceptance of the order. The Company may verify payment, stock, supplier availability, product restrictions, delivery serviceability, pricing and compliance before accepting or fulfilling an order.
If the Company cannot accept a paid order, it will notify the Buyer and process any refund legally due through the original payment method, subject to payment-provider processes and applicable law.
2.2 Sea shipment — quotation and direct bank transfer
Sea orders are handled through a quotation / proforma invoice and order-confirmation process. Unless a written offer expressly states otherwise, the minimum sea order value is ₹1,00,000 before any separately quoted freight, duty, GST or other charges.
Sea-shipment payments must be remitted to the Company’s verified bank account specified on an official proforma invoice or written payment instruction. Do not pay an employee, individual, broker, supplier or third-party account unless the Company has formally authorised that arrangement in writing.
A sea order is not confirmed until the Company has issued or accepted the written quotation/proforma invoice, the 70% advance (or other amount expressly agreed in writing) has cleared into the Company’s bank account, and written order confirmation has been issued. A bank-transfer screenshot alone is not proof of cleared funds. The standard sea-order payment schedule is 70% advance and 30% balance before delivery/release of the goods, unless the written quotation expressly states otherwise. Once the advance is paid, the sea order cannot be cancelled for any reason and the advance is non-refundable, to the maximum extent permitted by applicable law.
SEA BALANCE, DEMURRAGE AND STORAGE: The remaining 30% balance must be received before delivery/release of the goods. If the balance is not received within 24 hours after the goods have cleared customs and are cleared/available for delivery, demurrage/storage charges will start accruing from the end of that 24-hour period at ₹10,000 per container per day for container orders, or ₹2,000 per CBM per day for LCL/CBM-based orders. The minimum chargeable volume is 1 CBM per order per day. Therefore, a shipment of 0.04 CBM is charged as 1 CBM, i.e. ₹2,000 per day. Charges continue until the outstanding balance is paid and the goods are released/delivered, subject to the accepted quotation and applicable law. The Buyer is also responsible for other properly incurred third-party port, carrier, warehouse, handling or statutory charges. The Company may withhold release while amounts due remain unpaid, to the extent permitted by law.
Bank charges, intermediary bank charges and short payments are the Buyer’s responsibility. Processing, procurement or dispatch may be held until the full amount due is received and reconciled.
Any revised supplier price, freight rate, exchange rate, tax, duty, port, customs or logistics cost must be handled in accordance with the accepted quotation and applicable law. The Company will not silently alter an accepted fixed-price commitment; any permitted additional charge or change will be communicated and handled under the agreed order terms.
3. Product listings, specifications and availability
We make reasonable efforts to keep product information current. Listings, images, videos, descriptions, specifications, colours, packaging, model numbers, dimensions, weights, origin, stock status and delivery estimates may be provided by manufacturers, suppliers or other sources and may change. Images are illustrative unless expressly stated to be exact. Minor variations that do not materially affect the agreed product identity or functionality may occur.
The Buyer must review the listing, specifications, quantity, variant, compatibility, intended use, certifications and restrictions before ordering. If a specification is essential, obtain written confirmation from the Company before payment. A product being listed does not mean it is suitable for every use or that every certification, licence or import permission is available.
4. Pricing, taxes, freight and landed cost
Unless expressly stated otherwise, displayed product prices may exclude freight, insurance, customs duty, import GST, local GST, handling, warehousing, customs examination, port charges, last-mile delivery and other statutory or third-party charges. The checkout page, accepted quotation or proforma invoice will specify the components included and excluded for the relevant order.
Where prices are indicative, they are not binding until the Company confirms the order in writing. Prices and availability can be affected by supplier changes, currency movement, freight, product weight/volume, route, tax treatment and regulatory changes. The Company will disclose material changes requiring Buyer approval before proceeding where required by law or the accepted quotation.
The Buyer is responsible for reviewing the final payable amount and applicable taxes before placing the order. Tax invoices and other documents will be issued as required by applicable law.
5. Orders, acceptance and order changes
Submitting an order is an offer to purchase. The Company may reject or suspend an order before acceptance for legitimate reasons such as unavailability, pricing error, suspected fraud, failed payment, regulatory restrictions, serviceability, supplier failure, safety concerns or inability to verify the transaction. Once an air order has been paid for, the Buyer cannot cancel it for any reason, including change of mind, sourcing delay, shipping delay, customs delay or delivery delay, and the amount paid is non-refundable to the maximum extent permitted by applicable law. Any mandatory legal remedy remains unaffected.
After order confirmation, changes to quantity, variant, address, shipping method or product specification are subject to written approval and may change price, delivery estimate or charges. The Buyer must not assume a change has been accepted until the Company confirms it in writing.
6. Cancellation and made-to-order / sourced products
Orders may be sent for sourcing, supplier purchase, consolidation, packing or dispatch soon after confirmation. Once an air order has been paid for, the Buyer may not cancel it for any reason, including delay. Once a sea-order advance has been paid, the order may not be cancelled for any reason and the advance is non-refundable, to the maximum extent permitted by applicable law. Any mandatory statutory rights that cannot lawfully be excluded remain unaffected.
For customised, private-label, made-to-order, special procurement or non-standard products, the Buyer is responsible for approving specifications, artwork, samples and other written confirmations. Such orders may not be cancellable or returnable after production or procurement has begun, except for a verified material non-conformity or where law requires otherwise.
7. Air and sea shipping; delivery estimates
Delivery dates are estimates unless the Company expressly agrees in writing to a guaranteed date. Delays may arise from supplier lead times, consolidation, customs inspections, regulatory clearance, weather, carrier capacity, strikes, port congestion, route disruption, public authorities or other events beyond reasonable control. Delay does not entitle the Buyer to cancel a paid air order or a sea order after advance payment, or to demand a refund, to the maximum extent permitted by applicable law. The Company will make reasonable efforts to provide updates but is not responsible for third-party delays to the extent permitted by law.
The Buyer must provide accurate name, phone number, email, GSTIN where applicable, billing and delivery addresses, PIN code, unloading/access details and any other required information. Additional delivery, re-delivery, storage or return-to-origin charges caused by incorrect details, failed delivery, refusal or non-availability may be payable by the Buyer where lawful and disclosed.
Risk of loss and title transfer, where legally applicable, will be governed by the order confirmation, delivery terms and applicable law. Nothing in these Terms removes any non-excludable responsibility of the Company as seller or importer of record.
8. Customs, import compliance and restricted goods
The Buyer must provide accurate information about the intended use and business purpose of the goods and must not request products that are prohibited or unlawfully restricted. Depending on the transaction, the Buyer may be required to obtain registrations, licences, product approvals, brand authorisations or other documents and to comply with applicable customs, import-export, product-safety, labelling, intellectual-property and sector-specific requirements.
The order confirmation must identify, where applicable, which party is responsible for import clearance, importer-of-record obligations, customs documentation, duty, GST and product-specific approvals. The Buyer must promptly provide documents reasonably requested for lawful fulfilment. The Company may refuse, suspend or cancel a transaction if compliance cannot be verified. Any allocation of responsibility in this clause is subject to the Company’s own non-delegable legal duties.
9. Product inspection and reporting issues
The Buyer should inspect the outer packaging and goods promptly upon delivery. For visible transit damage, missing packages or an apparently incorrect item, the Buyer should note the issue with the carrier where possible and notify [email protected] within 48 hours of delivery, providing the order number, photos/video of the parcel and labels, packaging, product and a description of the issue. Keep the original packaging and do not use, alter, repair, resell or dispose of the disputed goods until instructed.
The 48-hour reporting period is an operational evidence requirement, not a waiver of any right that cannot legally be waived. The Company may request further evidence or inspection and will assess claims in accordance with the Refund Policy and applicable law.
10. User account and acceptable use
Keep account credentials and OTPs confidential and notify us promptly of suspected unauthorised access.
Provide truthful, current and complete registration, billing, business and delivery information.
Do not misuse the Platform, probe or bypass security, upload malicious code, interfere with service, scrape or harvest data without permission, impersonate another person, submit fraudulent orders, or infringe third-party rights.
Do not upload unlawful, defamatory, abusive, obscene, misleading, infringing or harmful content, or use the Platform for unlawful trade or prohibited products.
We may restrict, suspend or close an account for suspected fraud, security risks, repeated policy violations, non-payment, legal requirements or other legitimate business reasons. Where appropriate and lawful, we may give notice and an opportunity to resolve the issue.
11. Intellectual property
The Platform, software, layout, text, graphics, logos, trademarks, databases and other content owned by or licensed to the Company are protected by intellectual-property laws. Except for limited personal/business use necessary to browse and place orders, no content may be copied, modified, republished, sold, scraped or commercially exploited without prior written permission. Product images and trademarks belonging to suppliers or third parties remain their property.
12. Third-party services
The Platform may rely on payment gateways, banks, couriers, freight forwarders, suppliers, cloud providers, messaging services and other third parties. Their services may be governed by separate terms. We do not control every third-party system or service and are not responsible for independent acts or omissions beyond our control, subject to the Company’s own legal duties and any commitments it has expressly made.
13. Warranties and disclaimers
Except for express written commitments and rights that cannot be excluded under law, the Platform and its informational content are provided on an “as available” basis. We do not warrant uninterrupted access, error-free listings, continuous supplier availability or a particular commercial outcome. Product-specific warranties, if any, are those expressly stated in the listing, manufacturer documentation or accepted order terms. No general statement on the Platform should be read as a guarantee of profit, resale demand, regulatory approval or suitability for a particular purpose.
14. Liability and limitation
To the maximum extent permitted by applicable law, the Company will not be liable for indirect, incidental, special, exemplary or consequential loss, loss of profit, loss of business opportunity, loss of anticipated savings, loss of goodwill or loss of data arising from use of the Platform or an order, where such exclusion is lawful.
To the maximum extent permitted by law, and subject to any liability that cannot lawfully be limited or excluded, the Company’s aggregate liability arising from a particular order will not exceed the amount actually paid to the Company for the specific goods or services giving rise to the claim. This limit does not apply where prohibited by law and does not exclude liability for fraud, wilful misconduct or other liability that cannot legally be excluded.
15. Indemnity
To the extent permitted by law, the Buyer will indemnify the Company and its directors, employees and agents against third-party claims, losses and reasonable costs arising from the Buyer’s unlawful use of the Platform, infringement of third-party rights, false information, misuse of goods, or breach of these Terms. This does not apply to the extent a claim is caused by the Company’s own breach of law, negligence or misconduct.
16. Force majeure
The Company is not liable for delay or failure caused by events beyond its reasonable control, including natural disasters, epidemic, war, civil unrest, government action, sanctions, customs holds, port closure, carrier disruption, labour disputes, power or network failure, cyber incidents or supplier interruption, to the extent permitted by law. The Company will use reasonable efforts to mitigate the effects and communicate material delays.
17. Complaints, governing law and disputes
Please first contact [email protected] with your order number and supporting details. The Company will acknowledge and address complaints within the timelines required by applicable law. Nothing in these Terms removes a user’s statutory right to approach a competent authority or forum.
These Terms are governed by the laws of India. Except for matters that applicable law does not permit to be referred to arbitration, any dispute arising out of or relating to the Platform, an order, payment, delivery, refund or these Terms shall be referred to and finally resolved by arbitration under the Arbitration and Conciliation Act, 1996, as amended. The seat and venue of arbitration shall be Ludhiana, Punjab, India. The dispute shall be heard by a sole arbitrator appointed by mutual written agreement; if the parties do not agree within 30 days of a written request for arbitration, appointment shall be made under the Act. The proceedings shall be in English. The award shall be final and binding subject to rights under the Act. Arbitration is intended to be the exclusive merits-dispute mechanism to the fullest extent permitted by law. Courts at Ludhiana may be approached only for purposes permitted or required under the Act, including interim relief, appointment, statutory challenge or enforcement of an award. Nothing in this clause removes mandatory statutory jurisdiction or a non-waivable legal remedy.
18. Changes and severability
We may update these Terms to reflect operational, technical, legal or business changes. The current version and effective date will be posted on the Platform. Changes will apply prospectively unless lawfully agreed otherwise. If a provision is held unenforceable, the remaining provisions continue to apply to the extent possible.
19. Contact and grievance redressal
Customer support: [email protected] | Phone: +91-9115091151. Grievance Officer: Miss Ayushi, Grievance Officer, [email protected], A-52 Green Acre, V.P.O. Hassanpur, Behind Harsheela Resorts, Adjacent Manukhta Di Sewa Society, Ferozpur Road, Ludhiana - 141102, Punjab, India. Include the order number, registered mobile/email and a clear description of the concern. The Company will address complaints within applicable legal timelines.
