Return and Refund Policy
United Petrol, operating under Basekim Holding, is committed to maintaining transparent, fair, and professional business practices with all customers, distributors, and commercial partners.
As our company mainly supplies industrial, petrochemical, and export-related products, most transactions are conducted based on confirmed specifications, commercial agreements, and international shipping terms. Due to the technical nature of these products, return and refund conditions may differ from standard retail or e-commerce purchases.
By placing an order with United Petrol, the customer confirms acceptance of the terms outlined below.
Product Information & Order Confirmation
Before confirming an order, customers are kindly advised to carefully review:
- Product specifications
- Technical Data Sheets (TDS)
- Material Safety Data Sheets (MSDS), where applicable
- Packaging type and loading details
- Quantity and tolerance
- Delivery terms (Incoterms)
- Destination and shipment information
Our sales team is available to provide technical and commercial support before final confirmation of the order.
Once production, packing, documentation, or shipment processes have started, modifications or cancellations may not always be possible.
Return Conditions
Due to the nature of industrial and chemical materials, returns are generally limited and subject to evaluation.
Return requests may only be considered in the following situations:
- The delivered product is significantly different from the confirmed order
- The shipment arrives visibly damaged
- A verified quality issue is identified
- Incorrect quantity or packaging is delivered due to supplier error
Customers must notify United Petrol within 3 business days after delivery and provide:
- Photos of the product and packaging
- Shipment and delivery documents
- Batch or lot details, if available
- A clear explanation of the issue
Products subject to review must remain:
- Unused
- Unopened
- Properly stored under suitable conditions
United Petrol reserves the right to inspect, verify, and evaluate all claims before approving any return or compensation request.
Refund Policy
If a claim is reviewed and approved by our team, the company may provide one of the following solutions depending on the situation:
- Replacement of the affected product
- Partial or full commercial compensation
- Credit note for future orders
- Refund through the original payment method or another mutually agreed solution
Refund processing times may vary depending on banking procedures, shipment status, and the nature of the transaction.
Non-Returnable Products
The following products are generally considered non-returnable:
- Petrochemical products
- Bitumen and oxidized bitumen
- Chemical raw materials
- Export-prepared cargo
- Customized or specially packed orders
- Opened, partially used, or repacked materials
- Products affected by improper storage or handling after delivery
Shipment & Delivery
Delivery schedules and shipping responsibilities are determined according to the agreed Incoterms and commercial contract for each order.
Customers are encouraged to inspect all shipments immediately upon arrival and report any visible issue without delay.
United Petrol is not responsible for delays, damages, or additional costs caused by:
- Port congestion
- Customs procedures
- Force majeure events
- Delays caused by third-party logistics providers or carriers
International Orders
For international shipments, customers are responsible for complying with local import regulations, permits, customs clearance requirements, and destination-country restrictions.
Additional duties, taxes, storage charges, or customs-related costs at destination are the responsibility of the buyer unless otherwise agreed in writing.
Contact Information
For questions regarding orders, shipments, technical documentation, or commercial claims, customers may contact United Petrol through the official communication channels available on our website.
Our team will make reasonable efforts to review and respond to all inquiries in a professional and timely manner.