Last updated: January 2025
NEW HORIZON TRADING LLC is committed to ensuring customer satisfaction with all energy commodity transactions. Due to the nature of our products—crude oil, natural gas, refined petroleum, and petrochemicals—returns are subject to specific conditions and industry standards.
This Return Policy outlines the circumstances under which returns, replacements, or refunds may be considered for products supplied by NEW HORIZON TRADING LLC.
All products supplied by NEW HORIZON TRADING LLC meet or exceed international quality standards and specifications agreed upon in the purchase contract. We provide:
Returns or claims may be accepted under the following circumstances:
If the delivered product does not meet the specifications outlined in the purchase agreement, customers must notify us within 48 hours of delivery. A detailed analysis report from a certified independent laboratory must be provided to support the claim.
Claims for contamination or damage must be reported immediately upon discovery and before the product is used or processed. Photographic evidence and inspection reports are required to process such claims.
In the event of incorrect product delivery or quantity discrepancies, customers must notify us within 24 hours of receipt. All original packaging and documentation must be preserved for verification purposes.
To initiate a return or claim, please follow these steps:
Reach out to our customer service department at +1 (210) 273-0772 or info@newhorizontrad.com with your order details and the nature of the issue.
Provide all required documentation including purchase orders, delivery receipts, laboratory reports, and photographic evidence where applicable.
Our quality assurance team will review your claim within 5 business days. We may conduct an independent inspection or request additional information.
Upon approval, we will arrange for product replacement, credit adjustment, or refund according to the terms of your purchase agreement.
The following circumstances are not eligible for returns or refunds:
Approved refunds will be processed within 15-30 business days following claim approval. Refunds will be issued to the original payment method used for the purchase.
For large-volume transactions, refund terms may be governed by specific contractual agreements and may involve negotiated settlement terms.
NEW HORIZON TRADING LLC is committed to resolving all customer concerns fairly and professionally. In cases where disputes cannot be resolved through direct negotiation, we agree to:
For questions regarding this Return Policy or to initiate a return claim, please contact:
NEW HORIZON TRADING LLC
5821 Hidden Creek Ln, Frisco, TX 75036
Phone: +1 (210) 273-0772
Email: info@newhorizontrad.com