Last Updated: 31/10/2025
At Zenthara Lipids, we are dedicated to ensuring customer satisfaction while maintaining uncompromised standards of product purity, safety, and compliance.
Our portfolio — including oleoresins, essential oils, lipid ingredients, and botanical extracts — is produced and packaged under stringent quality control procedures.
Please review this policy carefully to understand our approach to returns, replacements, and refunds.
1. General Policy
- Our products are natural and sensitive biochemical materials and therefore non-returnable once dispatched or delivered.
- Refunds or replacements are only considered under specific, verifiable circumstances outlined below.
- All claims must be supported by valid documentation and evidence, such as photographs, delivery notes, invoices, or laboratory reports.
- By purchasing from Zenthara Lipids, the buyer acknowledges and agrees to these conditions.
2. Eligible Cases for Refund or Replacement
Zenthara Lipids will consider refunds or replacements only under the following conditions:
- Damaged in Transit
– All products are carefully inspected, securely packed, and sealed before dispatch.
However, Zenthara Lipids shall not be held responsible for any physical damage, leakage, or contamination occurring after the goods leave our facility.
Under FOB shipping terms, all transit-related risks and claims shall rest solely with the buyer and/or the appointed logistics provider. - Incorrect Product Delivered
– A product different from what was ordered is delivered (e.g., labeling or packaging error). - Verified Quality Deviation
– If significant deviation from the agreed Certificate of Analysis (COA) is confirmed by internal or third-party testing within the allowable period.
⚠️ All claims must be submitted within 48 hours of delivery.
Claims received after this period cannot be accepted.
3. Process for Returns/Replacements
To initiate a claim, please contact our Customer Support Team:
📧 Email: info@zenthara.com
When contacting us, please include:
- Invoice or Purchase Order number
- Product name, batch number, and quantity
- Evidence (photos, COA comparison, or relevant documents)
Once we receive your claim, our Quality and Logistics teams will investigate and confirm eligibility.
If approved, Zenthara Lipids will either:
- Dispatch a replacement shipment, or
- Issue a refund to the original payment method (subject to payment gateway timelines).
4. Non-Eligible Cases
Refunds or replacements will not be applicable in the following situations:
- Product damage or degradation due to improper storage, handling, or exposure after delivery.
- Natural variations in color, aroma, or viscosity are typical of botanical extracts.
- Dissatisfaction unrelated to verified product quality.
- Losses arising from improper formulation, usage, or mixing by the buyer.
- Claims made after 7 days from the delivery date.
5. International Orders
- All international shipments are subject to local customs regulations in the destination country.
- Claims must include proof of customs release and damage documentation.
- Zenthara Lipids is not responsible for customs delays, restrictions, or additional charges incurred at the destination.
6. Refund Timelines
- Verified refunds are processed within 30–60 business days after approval.
- Refunds are made only to the original payment method used for the transaction.
- Processing time may vary based on banking or payment gateway policies, which are outside Zenthara Lipids’ control.
7. Contact for Assistance
Zenthara Lipids
📍 Ankleshwar, Gujarat, India
📧 info@zenthara.com
🕒 Working Hours: Monday – Friday | 10:00 AM – 5:00 PM IST