Return And Refund Policy
Return and Refund Policy - Glorient Aromatics
1. Customer Satisfaction Guarantee We prioritize customer satisfaction and accept returns within one week of receipt for a refund on the product cost, excluding shipping charges and any applicable restocking fees. Returned items must be received within 15 business days to qualify for a refund. Products labeled as samples, final sale, or liquidation items cannot be returned, refunded, or exchanged. Additionally, drum orders of 10kg, 20kg, 180kg, or more are non-returnable and non-refundable. We encourage customers unfamiliar with our products to request samples and verify quality before making bulk purchases.
2. Restocking Fee for Subjective Returns Returns that are not due to an error on our part will incur a 20% restocking fee or a minimum charge of $10, whichever is greater.
3. Errors in Orders If we make an error in a written order, we will cover the cost of reshipment. However, miscommunication in verbal orders is the responsibility of the customer, and they will bear the return freight costs. To avoid discrepancies, we recommend submitting orders in writing whenever possible.
4. Return Shipping and Processing All returns must be sent to our India Warehouse for evaluation. The phrase 'Goods Returning to Manufacturer/Exporter' must be clearly stated on all return packages. Returns should be shipped via ground Postal Service (EMS) or USPS (for U.S. customers) to prevent customs and brokerage charges. If returned through other methods, the customer will bear any additional charges or duties.
5. Condition of Returned Products All returns must be in saleable condition. Partially used products will not qualify for refunds or credits. If returned merchandise is damaged or not received, we cannot issue a refund or credit.
6. Quality-Related Returns Refunds or credits for quality-related returns will be issued only after a quality control inspection per our ISO 9001:2008 standards. Return freight costs will be reimbursed only if the product is deemed defective or unsatisfactory.
7. Low-Value Returns For returns valued at $5 or less, a credit will be applied to the customer’s account. Refunds or replacements will not be issued for such products.
8. Refund Processing Timeline Refunds or credits may take up to one (1) month to process, depending on return volume. Once a credit memo is issued via email, financial institutions may require 8-10 business days for the refund to reflect on the customer's statement.
For any queries regarding returns or refunds, please contact our customer service team.