Refund & Return Policy

1. Overview

At Rmayra Naturals Impex ("we", "us", "our"), customer satisfaction is important to us. This Refund & Return Policy explains the limited circumstances under which returns, replacements or refunds may be considered. As a supplier of natural, perishable and processed products primarily for business and industrial use, our return terms are necessarily strict. By placing an order with us, you agree to the terms set out below.

2. Nature of Our Products

Our products are natural oils and botanical extracts that are sensitive to storage, handling and environmental conditions. Once these goods leave our facility, their quality depends on factors outside our control. For this reason, and for hygiene and safety, opened, used or improperly stored products cannot be accepted for return.

Natural variation in colour, aroma, viscosity or appearance between batches is inherent to natural products and does not qualify as a defect or grounds for a refund.

3. Order Cancellation

• Cancellation requests must be made in writing (email) before the order has been dispatched.
• Once an order has been processed, packed or shipped, it cannot be cancelled.
• Custom blends, private-label, custom-packaged or made-to-order products cannot be cancelled once production has begun.
• We reserve the right to deduct reasonable handling or processing charges from any approved cancellation.

4. Returns & Eligibility

Returns are accepted only in exceptional cases and strictly subject to the following conditions:

• A return request must be raised within 48 hours of delivery, in writing, with supporting photographs and your invoice/order number;
• The product must be unopened, unused, in its original sealed packaging and in resaleable condition;
• The return must be pre-approved by us in writing before any goods are sent back;
• Return shipping costs are borne by the Buyer unless the return is due to our verified error.

Goods returned without prior written approval will not be accepted and no refund will be issued.

5. Non-Returnable Items

The following are not eligible for return, replacement or refund under any circumstances:

• Opened, used, partially used or tampered products;
• Custom blends, custom packaging and private-label products;
• Products purchased on clearance, sample or promotional terms;
• Products damaged due to improper storage, handling or use by the Buyer;
• Products where natural batch variation is cited as the reason for return.

6. Damaged, Defective or Incorrect Orders

We take great care in packing and dispatching all orders. However, if you receive a product that is damaged in transit, defective, or incorrect, you must:

• Notify us in writing within 48 hours of delivery;
• Provide clear photographs of the product, packaging and shipping label;
• Retain the original packaging until the matter is resolved.

Claims reported after this period, or without adequate evidence, may not be entertained. Once verified, we will, at our sole discretion, arrange a replacement, credit note, or refund as appropriate.

7. Refund Process

Where a refund is approved at our sole discretion:

• Refunds will be processed to the original payment method or as a credit note, as mutually agreed;
• Refunds are typically processed within 7–14 business days of approval, subject to banking timelines;
• Applicable transaction, handling, freight or restocking charges may be deducted;
• The refund amount shall not exceed the value actually paid for the specific product concerned.

8. Replacements

In eligible cases, we may offer a replacement of the same product instead of a refund, subject to stock availability. If the original product is unavailable, an alternative product of equivalent value or a credit note may be offered.

9. Limitation of Liability

To the fullest extent permitted by law, our liability for any approved claim is strictly limited to the refund, replacement or credit of the specific product concerned, and shall not exceed the amount paid for that product. We shall not be liable for any indirect, incidental or consequential losses, including loss of profit, business or goodwill, arising from any product, delay, shortage or order issue. The Buyer assumes full responsibility for the storage, handling, formulation, resale and end-use of all products purchased.

10. Changes to This Policy

We reserve the right to amend or update this Refund & Return Policy at any time without prior notice. The version in effect at the time of your order shall apply. Continued use of our Website and services constitutes acceptance of the current Policy.

11. Contact Us

To raise a cancellation, return or refund request, or for any questions about this Policy, please contact us: