1. Our No-Return Policy — Why It Exists

SAM in USA LLC operates as a bulk wholesale distributor of food, beverage, and consumer goods. Our no-return policy reflects the realities of this business:

• Product integrity: Returned food and consumer goods cannot be restocked once they have left our warehouse. We cannot verify that returned goods have been stored at proper temperatures, handled correctly, or maintained in their original condition.
• Regulatory compliance: Food products that have left our facility cannot be re-entered into our supply chain under FDA and applicable food safety regulations without inspection — a process that is cost-prohibitive for returned wholesale quantities.
• International logistics: The cost and complexity of reverse international logistics often exceeds the value of the goods. Buyers are encouraged to verify product suitability — including certifications, label compliance, and import eligibility — before committing to purchase.

We strongly encourage all buyers to review product specifications, request samples where available, and confirm import/regulatory requirements before placing orders.

2. Pre-Payment Cancellation

The only exception to the all-sales-final rule is pre-payment cancellation: you may cancel an order at any time before SAM has confirmed receipt of payment. To cancel before payment, log into your portal account, navigate to the Orders section, and cancel the order — or contact us immediately at support@saminusa.shop or WhatsApp.

Once payment has cleared, no cancellation will be processed regardless of the reason.

3. The Three Narrow Exceptions

SAM will consider a claim — and provide a remedy — only in the following three specific circumstances:

The following are NOT grounds for a return or refund claim:

• Change of mind, overstock, or market conditions
• Products that did not sell in your market
• Pricing differences between SAM's price and competitor pricing
• Import rejection at destination (buyer's responsibility to confirm import eligibility)
• Customs seizure or detention (buyer's compliance responsibility)
• Product specifications that differ from AI-generated descriptions (buyer must independently verify)
• Damage that occurred after delivery acceptance
• Short shelf life or expiration — expiry dates are visible in the portal where available; buyers must confirm date requirements before ordering

4. How to Submit a Claim

Claims must be submitted within five (5) business days of the delivery date — no exceptions. Late claims will not be considered under any circumstances.

To submit a claim, email support@saminusa.shop with the subject line: "CLAIM – [Your Order Number]" and include:

• Your full name, company name, and portal account email
• Your order number and invoice number
• A clear description of the claim (damage, wrong item, or shortage)
• An itemized list of affected SKUs, quantities, and values
• Photographs of: (a) damaged goods; (b) damaged outer packaging; (c) the full pallet as received (before unloading if possible); (d) close-up of product labels showing SKU/UPC
• A copy of the signed BOL/delivery receipt, clearly showing your notation of the damage or shortage

Incomplete claims (missing documentation, no photos, no BOL) will not be processed.

5. Claim Review and Resolution

SAM will acknowledge receipt of your claim within 2 business days and provide a resolution determination within 10 business days of receiving all required documentation.

If a claim is approved, SAM's sole and exclusive remedy is, at SAM's sole discretion:

• Replacement: Replacement goods for verified damaged or wrong items, included in your next order; or
• Credit: A credit in the amount of the verified claim, applied to a future order within 90 days; or
• Partial refund: A refund equal to the invoice value of the verified damaged, wrong, or missing items — and no more.

No refund, credit, or remedy will exceed the verified invoice value of the specific items subject to the claim. Consequential damages, lost profits, or costs of re-import are expressly excluded.

6. Perishable and Temperature-Sensitive Products

No claims will be accepted for perishable, refrigerated, or frozen products on the basis of spoilage, if:

• The products were accepted at delivery without damage notation on the BOL;
• The Buyer failed to arrange appropriate temperature-controlled transportation; or
• The spoilage occurred after the goods left SAM's facility in proper condition.

7. International Orders

SAM does not accept return shipments from international buyers under any circumstances. For approved international claims (transit damage, wrong items, shortage), the remedy will be limited to a credit or refund to your account. Return shipping of goods is not feasible and will not be arranged by SAM.

Goods refused at customs or rejected by the destination country's import authorities are entirely the Buyer's responsibility. SAM will not issue refunds or credits for goods that fail to clear customs for any reason.

8. Governing Policy

This Returns & Refund Policy is incorporated by reference into SAM's Terms & Conditions, which govern all transactions. In the event of any conflict between this Policy and the Terms & Conditions, the Terms & Conditions shall control.

9. Questions

For questions about this policy or to discuss a specific situation before it becomes a formal claim, contact us: