Ishan N.

Hi Ishan

Thank you for your feedback.

Please allow me to explain the situation, I will provide bullet points for ease of understanding and clarification.

1) On the 15th July, you placed an order with us.
2) On the 15th July, we wrote to you and advised you of the risks associated with shipping to India and the possibility of incurring Customs fees and taxes. We advised you at this time, that if you were still wanting to go ahead and have your order sent to you, then you must accept the risks of duty and taxes that you may be charged for. We advised you at this time, that if you did not want to pay any duties or taxes, then we would not be able to refund you as more often than not we cannot get the order returned to us. Also, at the time we advised the best way to get your order to you was via DHL courier. We told you of the extra charge of USD$27.50 for the courier charge.
3) On the 15th July, you responded saying that you would pay the courier charge.
4) On the 16th July we responded stating "Please note that before completing payment, that should your parcel have additional taxes/duties applied by India customs, these are payable by yourself, and should you wish to pay any such charges, we could not offer a refund or replacement. If you agree with these terms, please continue and complete payment of the invoice. Once this has been paid, we will ship your order as soon as possible, and your DHL tracking number will be emailed to you".
5) You paid for the courier fee on the 16th July and your order was shipped by DHL on the 17th July.
6) You wrote to us on the 27th July advising that you had heard from customer that they were not allowing items into the country. You asked us about our refund policy at this time.
7) We replied to you on the 27th July and advised that we looked at the tracking and the message was that a DHL representative/Customs Brokers will contact you prior to customer clearance. We enquired in this correspondence if you had heard from anyone.
8) On the 28th July you sent us correspondence that you had with DHL where they had emailed you with the following message: “As discussed over phone, please provide invoice with value of sl no 4th items to file BOE under duty.
9) You responded back to them the same day indicating that you had signed the document and returned it to DHL.
10) You advised us on the 28th July with the following: I had ordered the items worth RS. 475$, unfortunately the shipment is rejected by customs India. Now DHL express is asking for clarification letter in prescribed format from your side otherwise they will not return the order to you.
11) You attached a form ‘Adjudication letter’ asking us to fill this out and return. Please note this is not a clearance certificate for the Seller. Did you send us the correct form? However, Ishan this is where there has been some confusion. I have sent this form to DHL New Zealand and they have confirmed the form was for YOU. You need to fill this out as the Importer and agree to pay the duties and taxes. It is not our responsibility to pay your duties and taxes.
12) On the 29th July you have advised us “Contacted DHL India in this regard, as the fish oil is prohibited item they are returning the shipment and required clarification letter from your side regarding return of the product that Why the product is returned and you are again return or not. They will also contact you and I provided all the documents they asked for. Please provide the letter at earliest.” Again, Ishan the document you keep asking us to sign is for YOU the importer. It is important to note currently that we ship our fish oil to India on a regular basis to many customers. Fish Oil is not a restricted product. I recommend that you discuss this further with DHL India as clearly, they are giving you wrong information.
13) At the time of writing this, if DHL still think that the fish oil is a restricted product, they refuse to return this order to us and are wanting it destroyed. Therefore, you need to clear up with them about Fish Oil is not a restricted product. Once that is clarified you simply need to fill out the Adjudication letter and pay the duties and taxes owing to collect your order.
14) May I remind you that you have accepted the risks associated with this order and we are been honest and transparent with you about the risks shipping to India.

We continue to communicate with you and hope that this can be resolved soon for you but you need to contact DHL regarding the Fish Oil and pay the duties and taxes owing that you agreed to do when we advised you of the probability of being charged.
Kind regards
Tracey Thomson
International Customer Relations Manager

Response from Tracey T. [Xtendlife Rep] Responded 21 hours ago
Hi Ishan

Thank you for your feedback.

Please allow me to explain the situation, I will provide bullet points for ease of understanding and clarification.

1) On the 15th July, you placed an order with us.
2) On the 15th July, we wrote to you and advised you of the risks associated with shipping to India and the possibility of incurring Customs fees and taxes. We advised you at this time, that if you were still wanting to go ahead and have your order sent to you, then you must accept the risks of duty and taxes that you may be charged for. We advised you at this time, that if you did not want to pay any duties or taxes, then we would not be able to refund you as more often than not we cannot get the order returned to us. Also, at the time we advised the best way to get your order to you was via DHL courier. We told you of the extra charge of USD$27.50 for the courier charge.
3) On the 15th July, you responded saying that you would pay the courier charge.
4) On the 16th July we responded stating "Please note that before completing payment, that should your parcel have additional taxes/duties applied by India customs, these are payable by yourself, and should you wish to pay any such charges, we could not offer a refund or replacement. If you agree with these terms, please continue and complete payment of the invoice. Once this has been paid, we will ship your order as soon as possible, and your DHL tracking number will be emailed to you".
5) You paid for the courier fee on the 16th July and your order was shipped by DHL on the 17th July.
6) You wrote to us on the 27th July advising that you had heard from customs that they were not allowing items into the country. You asked us about our refund policy at this time.
7) We replied to you on the 27th July and advised that we looked at the tracking and the message was that a DHL representative/Customs Brokers will contact you prior to customer clearance. We enquired in this correspondence if you had heard from anyone.
8) On the 28th July you sent us correspondence that you had with DHL where they had emailed you with the following message: “As discussed over phone, please provide invoice with value of sl no 4th items to file BOE under duty.
9) You responded back to them the same day indicating that you had signed the document and returned it to DHL.
10) You advised us on the 28th July with the following: I had ordered the items worth RS. 475$, unfortunately the shipment is rejected by customs India. Now DHL express is asking for clarification letter in prescribed format from your side otherwise they will not return the order to you.
11) You attached a form ‘Adjudication letter’ asking us to fill this out and return. Please note this is not a clearance certificate for the Seller. Did you send us the correct form? However, Ishan this is where there has been some confusion. I have sent this form to DHL New Zealand and they have confirmed the form was for YOU. You need to fill this out as the Importer and agree to pay the duties and taxes. It is not our responsibility to pay your duties and taxes.
12) On the 29th July you have advised us “Contacted DHL India in this regard, as the fish oil is prohibited item they are returning the shipment and required clarification letter from your side regarding return of the product that Why the product is returned and you are again return or not. They will also contact you and I provided all the documents they asked for. Please provide the letter at earliest.” Again, Ishan the document you keep asking us to sign is for YOU the importer. It is important to note currently that we ship our fish oil to India on a regular basis to many customers. Fish Oil is not a restricted product. I recommend that you discuss this further with DHL India as clearly, they are giving you wrong information.
13) At the time of writing this, if DHL still think that the fish oil is a restricted product, they refuse to return this order to us and are wanting it destroyed. Therefore, you need to clear up with them about Fish Oil is not a restricted product. Once that is clarified you simply need to fill out the Adjudication letter and pay the duties and taxes owing to collect your order.
14) May I remind you that you have accepted the risks associated with this order and we have been honest and transparent with you about the risks shipping to India.

We continue to communicate with you and hope that this can be resolved soon for you but you need to contact DHL regarding the Fish Oil and pay the duties and taxes owing that you agreed to do when we advised you of the probability of being charged.
Kind regards
Tracey Thomson
International Customer Relations Manager