Refund Policy

Our Promise

At Extracta, we stand behind the quality of our products. We understand that purchasing essential oils, especially in bulk, is a significant investment for your business. That's why we've designed our refund policy to be fair, transparent, and hassle-free.

Refund Eligibility

How to Request a Refund

Follow these simple steps to initiate a refund request:

1. Contact Us
   Reach out via WhatsApp (+91 93537 65527) or email ([email protected]) with your order number and reason for the refund request.
2. Provide Documentation
   For defective products, share photos or videos showing the issue. For quality concerns, share test results or detailed description.
3. Receive Return Authorization
   Our team will review your request within 24-48 hours and provide a Return Merchandise Authorization (RMA) number if approved.
4. Ship the Product
   Pack the product securely in original packaging (if possible) and ship it to our facility. We'll provide shipping instructions.
5. Receive Your Refund
   Once we receive and inspect the returned product, we'll process your refund within 7-10 business days.

Refund Timeline

Refund Methods

Refunds are processed using the original payment method:

• Credit/Debit Card: Refund credited to the same card within 5-10 business days
• UPI: Refund credited to the linked bank account within 3-5 business days
• Bank Transfer: Refund processed to the source account within 5-7 business days
• Store Credit: Available immediately upon request (never expires)

If the original payment method is no longer available (e.g., expired card), we'll contact you to arrange an alternative refund method.

Non-Refundable Items

The following items are not eligible for refund under normal circumstances:

• Custom blends and formulations made to your specifications
• Products that have been opened, used, or tampered with (unless defective)
• Sample products and promotional items
• Products returned after 14 days from delivery
• Products without original packaging or labels
• Gift cards and store credits

Shipping Costs

• Defective/Incorrect Products: We cover all return shipping costs
• Change of Mind Returns: Customer bears return shipping costs
• Original Shipping Charges: Non-refundable unless the error was on our part
• International Orders: Return shipping and customs duties are customer's responsibility

For bulk orders, we may arrange pickup from your location at our expense for defective products.

Exchanges

Prefer an exchange instead of a refund? We're happy to help!

• Exchanges are subject to product availability
• If the replacement product is more expensive, you pay the difference
• If the replacement product is less expensive, we refund the difference
• Exchange requests follow the same process as refund requests

For urgent exchanges, contact us directly and we may be able to expedite the process.

Disputes and Chargebacks

Before initiating a chargeback with your payment provider, please contact us first. We're committed to resolving any issues quickly and fairly.

Initiating a chargeback without contacting us may result in:

• Delays in resolution
• Account suspension pending investigation
• Inability to place future orders until resolved

We respond to all customer concerns within 24-48 hours and aim to resolve disputes amicably.

Bulk Order Considerations

For orders exceeding 10kg or INR 50,000:

• Sample testing is available before bulk purchase (sample cost refundable with order)
• Detailed quality certificates provided with shipment
• Extended return window of 21 days for quality concerns
• Dedicated account manager for dispute resolution
• Partial refunds available for large shipments with partial defects