Klense Supply · Policies
Shipping & Returns
Effective date:
Air and sea freight
We offer air and sea freight coordination through CL Synergy, our strategic logistics partner. The appropriate option depends on destination, urgency, order volume, product handling and commercial requirements.
Freight prices vary with weight, dimensions, route, service, fuel charges, season, capacity and required handling. We confirm the quotation and its validity before booking.
Product pricing and logistics fees
Sea product pricing is generally FOB at the named port. Export documentation and freight coordination are quoted separately, with inclusions and responsibilities identified. Air shipment terms are specified in the relevant quotation.
FOB and a separately arranged door-to-door logistics service are distinct parts of the agreement. The accepted quotation states how risk, insurance and responsibilities apply to the complete arrangement.
Production time
Production typically takes around two to three weeks after specifications, artwork, payment and required bank security are approved. Busy seasons, development work, supplier capacity and order complexity can extend the schedule.
Transport time
Air freight can take around one week after dispatch on suitable routes. This estimate is separate from production and may not include additional customs or final delivery time. Sea freight transit varies by route and vessel schedule. We provide an indicative schedule for the selected service.
Global disruption, conflict, weather, customs inspections, port congestion and carrier changes can affect transit. We communicate known material delays and coordinate reasonable next steps. Estimates are not a universal delivery guarantee.
Door to door scope
We coordinate delivery to the agreed destination where the selected service supports it. The quotation identifies customs responsibilities, importer of record, duties, taxes, permits, insurance, unloading and final delivery inclusions. Tell us about access restrictions or special delivery requirements before booking.
Frozen and temperature sensitive products
Cold-chain arrangements are assessed for the product and route before acceptance. Required temperatures, packaging, handling, monitoring and receiving arrangements are agreed in writing. The buyer must be ready to receive and store the goods as specified.
Inspecting your delivery
Check the consignment on arrival, including quantities, visible damage, packaging and temperature information where relevant. Record any visible concerns with the carrier where practical. Contact us promptly with the order number, lot details, photographs and other relevant evidence.
Prompt notification helps investigation and carrier claims. It does not shorten any statutory claim period or require defects to be visible immediately. Do not use or distribute goods suspected to be unsafe; keep them appropriately stored while we assess the concern.
Faulty incorrect or non conforming products
We assess concerns against the approved specification and applicable rights. Depending on the issue, an appropriate remedy may include replacement, repair where suitable, refund or another agreed resolution. We do not require goods to be unopened where opening was reasonably needed to discover a defect.
Contact us before sending goods back so we can arrange appropriate handling. If a return is required for a confirmed supply fault, return costs are handled according to the applicable remedy and law.
Change of mind returns
We do not ordinarily accept change-of-mind returns for custom or private label products, opened consumables, perishable goods or temperature-sensitive products. Other change-of-mind requests are assessed case by case and require written agreement. This does not limit rights relating to defects, incorrect supply or other non-conformity.
Cancellations
Contact us before production or dispatch wherever possible. Buyer-requested cancellation charges for accepted custom work are assessed against reasonable, evidenced and non-recoverable costs, subject to the order agreement and applicable rights.
Statutory rights
This policy operates alongside rights and remedies that cannot be excluded by law. It does not prevent an eligible buyer from seeking a remedy under applicable consumer protections.