Return
Policy.

This policy covers the physical return of material. If what you want is your money back or an order cancelled, read the Refund and Cancellation Policy — the two work together.

01The principle

We sell against an agreed specification and keep a sealed reference sample of every lot we ship. If a lot does not match what we agreed, that is our problem and we will fix it. If it matches what we agreed but no longer suits your plans, that is a commercial risk you took, and we cannot carry it — an opened drum of natural oil has no second buyer.

02When we accept a return

We will accept a return, and issue a replacement or refund, where:

• The material is off-specification — it does not conform to the specification agreed in the order confirmation, judged against our retained reference sample.
• We sent the wrong thing — wrong botanical, wrong grade, wrong extraction, wrong lot.
• The quantity is short against the packing list.
• It arrived damaged — leaking, broken or contaminated in transit, reported within the windows set out in the Shipping Policy.
• It is materially different from what we described in the documentation supplied with it.

03When we do not

• Change of mind, a cancelled downstream project, or a formulation that went a different way.
• Batch-to-batch variation that sits inside the agreed specification. Colour, viscosity, odour intensity and the proportions of individual constituents move with harvest, season, altitude and distillation run. That is what a natural product is. If your application needs a narrower window, agree it with us before you order.
• Containers that have been opened, decanted, blended, rebottled or relabelled — we cannot verify the integrity of material that has left its original sealed container, and we will not resell it to anyone else.
• Evaluation samples. They are supplied to be used up. Do not send them back.
• Custom or made-to-order lots distilled specifically to your brief, unless they are off-specification.
• Material stored improperly after delivery — heat, light or oxygen exposure will degrade an essential oil quickly, and that degradation is not a manufacturing defect.
• Claims raised after the notification window in section 04 has closed.

04Tell us quickly

Visible transit damage or shortage

Note on the carrier's receipt at delivery; tell us within 48 hours

Concealed damage

Within 7 days of delivery

Quality or specification claim

Within 15 days of delivery, and before the material is used in production

Wrong item or short delivery

Within 7 days of delivery

These windows exist because natural oils change in the bottle and because carrier claims expire. Once a lot has been decanted, blended or put into production, we can no longer establish what it was when it left us.

05How to raise a claim

1. Email raimanaturals@gmail.com with your invoice number, the lot number from the container label, and a plain description of the problem.
2. Attach photographs of the outer carton, the container, the label and the material itself. For a quality claim, attach your own analytical result if you have one.
3. Keep the material in its original container, sealed, and stored cool and dark until we have agreed what happens next.
4. We respond within 5 working days, and where the claim is analytical we will re-test our retained reference sample and share the result with you — including when it does not support the claim.

06Condition and packing of returned goods

Returned material must be in its original sealed container with the lot label intact, packed to the same dangerous-goods standard in which it was supplied, and accompanied by the return authorisation reference and a copy of the invoice. Where the return crosses a border, we will confirm the documentation required before you ship.

07Who pays the return freight

• We do — where the material is off-specification, damaged in transit, wrongly supplied or short. We will also arrange the collection, because dangerous-goods returns are easier to book from this end.
• You do — where a return is agreed as a commercial courtesy in circumstances we are not obliged to accept.

In many quality claims the sensible answer is not to ship the material back at all. Where return freight would cost more than the material is worth, we may agree to your disposing of it locally against photographic evidence, and settle the claim without a physical return.

08What happens after we accept

You choose: a replacement lot from the next available production, a credit against a future order, or a refund under the Refund and Cancellation Policy. Where a replacement is not available within a reasonable time, we refund.

09Contact

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