Orders, shipping & cancellations

Quote-first ordering

Elosung is a B2B quotation platform, not an instant consumer checkout. Adding a product to a procurement list or submitting an RFQ records purchasing interest only. It does not accept an order, reserve inventory or fix freight.

A formal quotation brings together the exact SKU, quantity, unit price, currency, carton facts, freight scope, Incoterm, named place, payment terms, validity period and open conditions. Review every field before acceptance.

When an order is confirmed

An order is formed only when the acceptance and confirmation conditions in the applicable quotation or order document have been completed. A request, automated acknowledgement, draft status or uploaded payment reference is not by itself an order confirmation.

The legal seller or service provider for the transaction is named in the commercial document. That document, together with any expressly incorporated terms, controls the purchase.

Stock, allocation and substitutions

Catalog stock is the latest recorded sellable quantity and can change before commercial confirmation. Inventory becomes protected for a buyer only when the applicable process records an allocation or reservation under the confirmed order terms.

We do not substitute a different SKU, variant, pack or specification without the buyer's agreement. If confirmed supply changes, the responsible commercial contact may propose a revised quantity, timing, alternative or refund for the affected scope, subject to the transaction documents.

Price, charges and payment

Catalog prices normally exclude freight and any duty, tax, insurance, inspection, bank fee, special packing or destination charge unless expressly stated. The quotation identifies what is included.

Use only payment instructions in a verified transaction document or independently confirmed commercial communication. A request to change bank details should be verified through a known channel before funds are sent.

Late, incomplete or unverified payment may delay allocation, production, release or shipment. Any deposit, balance, credit or refund condition is specific to the accepted commercial terms.

Shipping scope and Incoterms

The quotation identifies the shipping mode, quoted Incoterm and named place where applicable. Those terms allocate responsibilities, costs and risk; a general website freight estimate does not override them.

Transit ranges are estimates unless a document expressly guarantees a service. Carrier capacity, consolidation, customs, inspections, port conditions, weather, destination delivery and events outside reasonable control may affect timing or cost.

Unless the commercial terms say otherwise, the buyer is responsible for importer status, destination permits, duties, taxes, customs classification and local product requirements.

Order changes

Request a change in writing as early as possible and identify the order, line, quantity and reason. A requested change is not effective until the responsible commercial party confirms it in writing.

A change may require new stock verification, supplier approval, price, packaging, documents, lead time, freight or compliance review. Reasonable additional cost and delay caused by an accepted change may be added to the revised terms.

Cancellations

Before an order is confirmed, you may withdraw an RFQ or decline a quotation. After confirmation, there is no automatic consumer cooling-off period for a business purchase.

A cancellation request is subject to the accepted transaction documents and the work already committed. Inventory allocation, supplier commitments, customization, packaging, inspection, documentation, payment fees, freight booking and dispatch may create non-recoverable costs.

We will identify the confirmed cancellation outcome and any documented non-recoverable amount before treating the order as cancelled. Mandatory rights and an express cancellation term in the transaction documents remain unaffected.

Inspection, shortages and non-conformity

Inspect shipment condition, carton count and apparent product conformity promptly after the agreed delivery point. Preserve packaging, labels, photos, video, carrier records, quantity counts and the affected SKU when reporting a problem.

Send a claim within the period and by the method stated in the transaction documents. Include the order number, SKU, affected quantity, description and supporting evidence. Do not dispose of affected goods before receiving instructions when inspection may be required.

The available remedy depends on the confirmed facts, responsibility allocation and commercial terms. It may include correction, replacement, credit, partial refund or another agreed solution. A change of mind, slow resale or an unapproved destination does not by itself establish non-conformity.

Approved refunds and credits

A refund or credit is issued only after the responsible commercial party confirms the amount, beneficiary, currency and method. Processing time can depend on bank, payment channel, reconciliation and required compliance checks.

We will not redirect a refund to an unrelated person or unverified account merely because an email requests it. Bank and conversion fees are handled according to the accepted transaction terms and applicable law.

Document priority and assistance

This page explains the standard Elosung workflow. It does not replace the exact quotation, order confirmation, Incoterm, inspection term, warranty, cancellation provision or governing-law clause accepted for a transaction.

If a shipment or order is active, contact the person named in its commercial documents first. Include the RFQ, quotation or order number so the responsible party and controlling terms can be identified without delay.