Refund policy

# Refund & Returns Policy — paste-ready copy

Last updated: 21 July 2026

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This policy explains when and how EcoPalm Essentials LLP issues refunds or replacements for retail pack orders placed through this website. Because we supply sealed food-grade and botanical products, our returns are limited to orders that arrive damaged, incorrect or incomplete — please read the conditions below before placing an order.

## 1. Scope of this policy

This policy applies to retail pack orders purchased directly through this website and shipped within India.

Bulk, wholesale, private-label and export consignments are not covered here. Those orders are governed by the signed sales contract, proforma invoice and agreed Incoterms for the shipment, including any pre-shipment inspection and quality-claim terms recorded there.

## 2. Sealed goods are not returnable

Our products are food-grade and cosmetic-grade powders, blends and botanicals supplied in sealed packs. For hygiene, safety and traceability reasons we cannot accept returns or issue refunds for a change of mind, a change in requirement, or a product that has been opened, used or partially consumed.

Please check the product description, net weight and specification carefully before ordering. If you need to evaluate a product first, contact us about a sample instead.

## 3. When we will refund or replace

We will offer a replacement or a full refund where:

- The product arrived damaged, leaking or with the seal broken in transit.
- You received the wrong product, grade or pack size.
- An item listed on your invoice is missing from the parcel.
- The order was never delivered and the courier has confirmed it as lost.
- The product is within its shelf life but is demonstrably defective or contaminated.

## 4. How to raise a claim

Contact us within 48 hours of delivery. Claims raised after this window cannot be verified against courier handover records and may not be accepted.

- Email care@ecopalmessentials.com or call +91 95373 16336.
- Quote your order number and the date of delivery.
- Attach clear photographs of the outer shipping box, the product pack, and the batch code and expiry printed on the pack.
- Where possible, include an unboxing video — this is the fastest way to settle a transit-damage claim.
- Retain the product and all packaging until the claim is closed. Please do not discard it.

## 5. Verification and outcome

We acknowledge every claim and complete our review within 2 business days of receiving your photographs. Batch records and the retained control sample for that lot are checked as part of the review.

If the claim is approved, you choose either a free replacement dispatched at our cost, or a full refund of the item price together with any shipping you paid. If we ask for the item to be returned, we arrange and pay for the pickup.

If a claim cannot be supported by the evidence or the batch records, we will explain the reason in writing.

## 6. Refund method and timeline

- Refunds are issued to the original payment method only. We cannot redirect a refund to a different account.
- Approved refunds are initiated within 5 business days of approval.
- Once initiated, banks and payment gateways typically take a further 5–10 business days to credit the amount. This period is controlled by your bank, not by us.
- All orders on this website are prepaid, so every approved refund is returned through the payment method you used at checkout.

## 7. Situations we cannot refund

- Change of mind, or an order placed in error, once the parcel has been dispatched.
- Packs that have been opened, used, repacked or partially consumed.
- Damage caused by improper storage after delivery — heat, damp or direct sunlight.
- Claims reported more than 48 hours after delivery.
- Delivery failure caused by an incorrect or incomplete address, an unreachable phone number, or repeated refusal to accept the parcel.
- Minor, expected variation in the natural colour, aroma or texture of an agricultural product between harvests.
- Free or promotional items supplied alongside a paid order.

## 8. Cancelling an order

You may cancel any order free of charge before it is dispatched — contact us as soon as possible and we will refund the full amount.

Once an order has been handed to the courier it cannot be cancelled, and it then falls under the conditions set out above.

## 9. Bulk, private-label and export orders

Bulk and export consignments are made or packed to your specification, so they cannot be cancelled or returned once production or packing has begun.

Quality claims on these orders are handled against the Certificate of Analysis, specification sheet and agreed inspection terms for that consignment, and must be raised within the period stated in your contract. Samples supplied for evaluation, whether paid or free, are non-refundable.

## 10. Contact us

For anything relating to a refund, replacement or cancellation, reach us at:

- Email: care@ecopalmessentials.com
- Phone: +91 95373 16336
- Post: EcoPalm Essentials LLP, 141, Suyog Complex, Opp. Trishla Complex, New CG Road, Chandkheda, Ahmedabad - 382424, Gujarat, India