1. Scope of This Policy
This policy applies to wholesale used goods orders placed with Ross for export. It covers used clothes, used shoes, used bags, and secondary lines including bedding and accessories.
This policy covers what happens after an order has been placed and shipped. It does not cover:
- The order placement process — see How to Order
- Product quality standards before ordering — see Quality Grade
- Specific issue handling for an existing order — see After Sales
This page describes the policy framework. The After Sales page describes the process for reporting and reviewing a specific issue.
2. What Is Covered
Coverage depends on the nature of the issue and how it compares against the confirmed order specification. The categories below describe what may be considered under the policy.
| Issue Type | How It Is Assessed |
|---|---|
| Order Non-Conformity | Goods that do not match the confirmed order specification in a material way (e.g. grade below agreed level, packing format off specification, quantity or product mix mismatch). |
| Packing or Quantity Discrepancy | Bale weight, packing format or quantity not matching the packing list. |
| Grade Classification Concern | Concerns about grade or condition, assessed against the grade criteria confirmed on the order specification. |
| Documentation Issue | Discrepancies in export documentation prepared by Ross. |
Coverage means the issue will be reviewed against the order specification — not that a specific refund, replacement or compensation outcome is guaranteed. Resolution depends on the review outcome.
3. What Is Not Covered
Some issues are not covered by this policy. These are typically issues that fall outside the confirmed specification, or that arise after the goods have left our responsibility.
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Natural variation within the confirmed grade. Style, color, size, brand and wear variation that falls within the stated grade boundaries.
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Expectation gap. Goods that match the confirmed specification but differ from the buyer’s expectation.
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Resale outcome. Sell-through rate, local market price, profit or resale timing — these depend on your market.
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Logistics or carrier issues. Delays, damage or loss during transit — these are handled with the carrier, not through this policy.
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Customs or import issues. Clearance delays, duty disputes or regulatory issues at destination.
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Local handling damage. Damage occurring after the goods leave the destination port or warehouse.
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Improper storage at destination. Damage caused by humidity, improper storage or handling at the buyer’s warehouse.
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Changes to the order after shipment. Buyer-side changes of mind or changes in resale plan after shipment.
4. How to Report an Issue
If you believe your order does not match the confirmed specification, report it through the After Sales support channel — not through the general contact form. This keeps existing-order issues separate from new inquiries, so both are handled faster.
Evidence should be traceable to the specific order and the actual goods. Generic photos or images not linked to the order cannot be used for the review.
5. How Resolution Is Decided
After we receive your report and evidence, the issue is reviewed against the order specification that was confirmed at the time of your order. This is important — historical orders are assessed against the original specification, not today’s standards.
Review criteria
- Does the goods received match the confirmed order specification?
- Is the issue within the natural variation of the confirmed grade?
- Is the issue attributable to Ross, or to logistics, customs or the buyer?
- What does the evidence actually show?
Possible outcomes
Depending on the review, the outcome may be one of the following — but the specific outcome is not predetermined:
- Issue confirmed as within specification — no action required
- Issue confirmed as expectation gap — clarification for future orders
- Issue confirmed as non-conformity — case-by-case resolution discussed
- Issue attributable to external parties — referred to carrier or customs
Resolution is decided case-by-case based on the specification comparison and the evidence provided. We do not apply fixed formulas such as a percentage refund, fixed replacement ratio or automatic settlement.
6. Responsibility Boundaries
Clear responsibility boundaries prevent confusion about who handles what. This is how responsibility is divided across the transaction chain.
| Party | Responsibility |
|---|---|
| Ross | Product, grade, packing, loading and export documents at origin. |
| Logistics / Carrier | Transit, handling and delivery to the destination port. |
| Customs / Import | Clearance, duties and regulatory compliance at destination. |
| Buyer / Local Market | Local delivery, storage, resale and local market outcome. |
This policy covers the Ross responsibility scope only. Issues falling outside this scope are handled with the relevant party — but we can coordinate where appropriate.
7. Timeline & Communication
We do not publish a fixed resolution timeline. Review time depends on:
- The complexity of the issue and evidence quality
- Whether the issue involves external parties (carrier, customs)
- The need for additional information from either side
We keep you informed at each stage of the review. During the review, we may request additional evidence or clarification — your prompt response helps speed up the process.
We do not offer “24-hour settlement”, “instant resolution” or fixed response-time guarantees. Each issue is reviewed properly rather than processed by a fixed formula.
8. Related Policies
This policy is part of a broader set of buyer-facing policies and processes.
Questions about this policy?
If you have questions about how this policy applies to your order, contact us directly. For policy clarification before ordering, use the contact page. For a specific existing order issue, use after-sales support.