Refund & Cancellation Policy

1. Scope

This Policy applies to cancellations, returns, and refunds involving DMS Global Solution LLC. Depending on the transaction, DMS may act as the seller or supplier of a product, or as a provider of sourcing, procurement, order-coordination, fulfillment-coordination, software, or automation services.

The applicable quotation, proposal, invoice, order confirmation, or other transaction-specific documentation may supplement this Policy. Nothing in that documentation or this Policy limits mandatory consumer rights that cannot lawfully be excluded.

2. Requests, Quotations, and Contract Formation

A request, inquiry, meeting, or discussion is not an order and does not require DMS to accept a transaction. DMS may review availability, pricing, specifications, suppliers, destination, logistical feasibility, restrictions, applicable regulation, and the nature of the requested product or service before accepting it.

Unless expressly stated otherwise, a quotation is valid for 72 hours. A contract may arise when the customer accepts a valid quotation or proposal and DMS receives any required payment or deposit, unless the transaction-specific documentation provides otherwise.

If DMS receives payment for a transaction that it rejects before a contract is formed, DMS will provide a full refund of the amount received for that transaction.

3. How to Request a Cancellation or Refund

Send requests to info@dmsglobalsolution.com and include enough information to identify the quotation, proposal, invoice, order, or project and explain the requested action. A reason is not required where applicable law gives an unconditional right to cancel or withdraw.

DMS will review the transaction type and stage, work already performed, whether a product has been acquired, whether third-party costs have been committed, whether fulfillment or shipment has begun, recoverability of costs, transaction-specific terms, and applicable mandatory law.

When DMS receives a valid cancellation or withdrawal, DMS will stop incurring new avoidable costs as soon as reasonably possible. Actions already completed or physically in progress may not be capable of being stopped immediately, and goods already processed or in transit may require interception, return, or another measure. The financial consequences will depend on the transaction documentation, mandatory rights, work actually performed, and costs that may lawfully be charged.

4. Product-Transaction Stages

4.1 Request Not Accepted

A request that DMS has not accepted may be withdrawn and does not constitute an order. If DMS received money for a transaction that it does not accept, that amount will be fully refunded.

4.2 Accepted but Product Not Acquired

If a transaction may be cancelled and DMS has not acquired the product or committed material non-recoverable costs, DMS will provide a full refund of the amount paid for the cancelled transaction.

4.3 Product Acquired or Third-Party Costs Committed

If DMS has acquired the product or committed third-party costs, DMS will determine what can reasonably be cancelled or recovered. Any lawful deduction will be limited to actual, reasonable, non-recoverable amounts attributable to that transaction and will be explained to the customer.

A cost is not automatically non-refundable to a consumer merely because it has been committed. Mandatory consumer rights and any more favorable transaction-specific terms prevail.

4.4 Genuinely Customized Products

Cancellation or return limitations for a genuinely customized product apply only where the product was actually personalized, the limitation was properly disclosed, and applicable law permits it. Rights relating to defects, damage, incorrect goods, or lack of conformity remain unaffected.

4.5 Product Handed to an Independent Operator

Once a product has been handed to an independent warehouse, forwarding, logistics, or transport operator, DMS may attempt to intercept or redirect it, but cannot guarantee that the operator can do so. The handoff does not, by itself, remove any responsibility DMS may have as seller or service provider.

4.6 Product Shipped

After shipment, cancellation may require interception or return. Availability and cost depend on the route, operator, product, destination, transaction documentation, and applicable law.

Where permitted by law and disclosed in advance, a consumer changing their mind may bear the direct return cost. The customer will not bear that cost when the return results from an error attributable to DMS's sale, damage, a defect, incorrect goods, or lack of conformity.

4.7 Product Delivered

After delivery, any mandatory withdrawal or return right, the transaction-specific return conditions, and the rules for defective, damaged, incorrect, or non-conforming goods apply. This Policy does not create a universal withdrawal period for every customer or transaction.

5. Supplier Unavailability or Material Changes

If a supplier materially changes price, availability, specifications, or conditions before DMS has acquired or committed to acquire the product, DMS may:

• issue a revised quotation;
• offer a suitable alternative; or
• cancel the affected transaction and provide the applicable refund.

DMS will not charge a higher price or supply an alternative without the customer's express acceptance. Amounts paid for products or services that will not be provided will be refunded. Any mandatory remedy for delay or non-performance also remains available.

6. Change of Mind and Mandatory Withdrawal Rights

Where mandatory law gives a consumer a right to withdraw or change their mind, DMS will respect that right and its applicable period, conditions, exceptions, and remedies. This Policy does not impose a single worldwide withdrawal period.

Where permitted by law and communicated before the transaction, the consumer may bear the direct cost of returning goods after a change of mind. That allocation does not apply to a return caused by an error attributable to DMS's sale, a defect, damage, incorrect goods, or lack of conformity.

6.1 EU Consumers — 14-Day Withdrawal Period Where Applicable

Where European Union distance-contract rules apply, an EU consumer generally has a legal withdrawal period of 14 days. This subsection does not make that period a worldwide rule.

For goods, the period normally runs from the day the consumer, or a third party designated by the consumer other than the carrier, receives the goods. For certain service contracts, it normally runs from the day the contract is concluded.

Legal exceptions may apply. Goods made to the consumer's specifications or genuinely personalized goods may fall within an exception where applicable law so provides.

Any more favorable mandatory rights available under the consumer's applicable national law remain unaffected.

7. Damaged, Defective, Incorrect, or Non-Conforming Products

Contact DMS promptly at info@dmsglobalsolution.com. Where reasonably necessary to assess the issue, DMS may request:

• photographs;
• video;
• relevant packaging;
• labels;
• tracking information; and
• a description of the problem.

Customers should preserve the product and relevant packaging during the review where reasonably possible. A failure to inspect immediately upon delivery does not waive rights relating to hidden defects or other rights that cannot lawfully be waived.

DMS will review the circumstances and may coordinate a claim or investigation with the supplier, warehouse, carrier, or other operator. Depending on DMS's role, the evidence, transaction documentation, and applicable law, the remedy may be repair, replacement, return, price reduction, refund, or another appropriate legal or commercial solution.

Manufacturer or supplier warranties, where available, are subject to their own terms and are additional to, not a replacement for, mandatory consumer rights.

8. Incorrect Address, Failed Delivery, or Refused Delivery

If delivery fails because the customer or recipient supplied an incorrect or incomplete address, was unavailable where action was reasonably required, or refused a conforming delivery without a legal basis, DMS will review whether redelivery, return, or another solution is available.

Any amount allocated to the customer will be limited to actual and reasonable costs attributable to that circumstance, provided the allocation was disclosed where required and is permitted by applicable law. This does not apply where the failure is attributable to DMS or where mandatory law provides otherwise.

9. Sourcing, Procurement, and Coordination Services

Initial contact, meetings, needs analysis, or preparation of a quotation do not automatically create a paid service or contracted project. The applicable proposal or other transaction documentation defines when a paid service begins.

If an accepted service can be cancelled before work begins and before material non-recoverable costs are committed, DMS will refund the amount paid for that cancelled service in full.

After work begins, a refund may be reduced by the reasonable value of work actually performed and actual, reasonable, non-recoverable third-party costs, where permitted by the agreement and applicable law. Amounts attributable to unperformed services will be refunded as required.

10. Software and Automation Services

Initial contact, discovery, needs analysis, discussion of alternatives, and preparation of a proposal do not automatically create a contracted software or automation project.

The accepted proposal or project agreement may define the start of work, deliverables, milestones, payments, dependencies, change procedure, acceptance, and cancellation. Before work begins and before material non-recoverable costs are committed, a cancellable project will receive a full refund; after work begins, completed work and lawful non-recoverable costs may be taken into account.

If DMS cancels a project, amounts paid for work that will not be delivered will be refunded. Any mandatory consumer right concerning early commencement of services or digital work remains unaffected.

When a consumer asks for a service to begin during an applicable statutory withdrawal period, DMS may ask the consumer to make an express request or give express consent, as required by applicable law. The corresponding consequences will be stated in the proposal or other transaction-specific documentation. Payment alone does not automatically constitute that request or consent.

11. Refund Decisions and Processing

DMS will communicate whether a refund is approved, the amount, and the basis for any deduction. Refunds will be processed within any deadline required by applicable law or, if no deadline applies, without unreasonable delay after the amount and necessary payment details are confirmed.

Processing and receipt times may vary according to the payment method and financial institutions involved. This does not extend any mandatory legal deadline.

12. Mandatory Rights Prevail

Nothing in this Policy excludes or limits mandatory rights or remedies. If this Policy or transaction-specific documentation conflicts with a right that cannot lawfully be excluded, that mandatory right prevails.

13. Contact

Cancellation, return, and refund requests may be sent to:

DMS Global Solution LLC
Registered office:
1209 Mountain Road PL NE, STE N
Albuquerque, NM 87110
United States
New Mexico Business ID: 0008106258
Email: info@dmsglobalsolution.com
Phone: +1 (505) 349-0443

14. Model Withdrawal Form — EU Consumers

Complete and send this form only if you wish to withdraw from the contract where an applicable right of withdrawal exists.

To:
DMS Global Solution LLC
Registered office:
1209 Mountain Road PL NE, STE N
Albuquerque, NM 87110
United States
Email: info@dmsglobalsolution.com

I/We hereby give notice that I/we withdraw from my/our contract for the sale of the following goods and/or the provision of the following services:

• Goods or services affected: ________________________________________________
• Ordered on / contract concluded on: ____________________________________
• Received on, where applicable: _________________________________________________
• Name of consumer(s): ______________________________________________________
• Address of consumer(s): __________________________________________________
• Date: _____________________________________________________________________________
• Signature of consumer(s), only if this form is submitted on paper: _______________

Delete or adapt the alternatives that do not apply.