Refund &
Cancellation.

This policy covers cancelling an order and getting money back. The physical side — sending material back to us — is covered in the Return Policy.

01Cancelling an order

Before we confirm the order

Cancel freely. Nothing is binding until we confirm in writing.

After confirmation, before dispatch

Full refund of anything paid, less any bank or remittance charges already incurred and any dangerous-goods documentation or third-party testing already commissioned for your consignment.

After dispatch

The order cannot be cancelled. It becomes a return, and only on the grounds in the Return Policy.

Made-to-order and custom lots

Once distillation or blending has begun, cancellation is not possible. Material distilled to your brief has no other buyer.

02When a refund is due

• We cancel or cannot fulfil your order.
• We cannot deliver within the agreed lead time and you do not wish to wait.
• A claim under the Return Policy is accepted and you choose a refund rather than a replacement or a credit.
• You paid more than the invoice — the excess is returned.
• A delay caused by force majeure becomes prolonged and either party cancels the affected order, in which case sums paid for undelivered goods are refunded.

03What is not refundable

• Evaluation samples, and the freight paid to send them.
• Freight, insurance, duties and customs charges already incurred on a consignment that was correctly supplied.
• Material that has been opened, decanted, blended or put into production.
• Custom lots already distilled to your specification, unless off-specification.
• Consignments refused, abandoned or returned because the buyer did not clear them through customs.
• Claims raised after the notification windows in the Return Policy.

04How and when we refund

Refunds are approved in writing and go back by the same route the payment came in — same bank account, same card, same remittance channel. We do not refund to a third party or to a different account.

Approval

Within 7 working days of us accepting the claim or cancellation

Domestic (India)

Initiated within 7 working days of approval; typically credited in 5–10 working days depending on your bank

International

Initiated within 10 working days of approval; typically credited in 10–21 working days depending on the correspondent banks

We will send you the transaction reference when the refund is initiated. After that the timing is with the banks, not with us.

05Bank charges and currency

On international refunds, correspondent and intermediary bank charges are deducted from the amount remitted — these are levied by the banking chain and we do not receive them. Refunds are made in the currency of the original payment. Where the exchange rate has moved between payment and refund, the rupee value you receive may differ from the rupee value you sent; we refund the original currency amount, not an exchange-rate adjusted one.

06Replacement or credit instead

Where a claim is accepted, you may prefer a replacement lot from the next production run or a credit against a future order. Both are usually faster than a cross-border refund, and a credit carries no bank charges. The choice is yours, and we will tell you honestly which we can deliver soonest.

07GST and export refunds

Where GST was charged, refunds are processed inclusive of the tax and a credit note is issued in accordance with GST rules. Export refunds are handled in line with the relevant FEMA and RBI requirements for the reversal of an export remittance; where those rules require documentation from your side, we will tell you exactly what is needed.

08If you disagree with our decision

Say so in writing to raimanaturals@gmail.com and we will look at it again ourselves before anything escalates. Most disputes about a natural product come down to what the specification actually said, and are settled by both sides re-reading it together. Failing that, the dispute-resolution provisions in our Terms & Conditions apply.

09Contact

raimanaturals@gmail.com · Raima Naturals Private Limited (formerly Atkalapa Biotechnology LLP), registered office address.