Return & Replacement Policy

1. Overview

Because Zenthara Lipids (“Zenthara,” “we,” “us,” or “our”) supplies botanical extracts, oleoresins, and essential oils that are typically custom-quoted, batch-tested, and shipped in bulk for business use, our approach to returns differs from standard retail policies. This policy explains how we handle quality concerns, damaged goods, and eligible refund or replacement requests.

2. General Policy on Returns

Given the nature of our products — including their perishable or sensitive composition, and the customized nature of many orders — products are generally not eligible for return once shipped, except where the product is found to be defective, damaged in transit, or does not conform to the confirmed specification.

3. Reporting a Quality Concern or Damage

If you believe a product you received is damaged, defective, or does not match the agreed specification, please notify us in writing within 7 days of delivery. To help us assess the issue promptly, please include:

• Your order or invoice number;
• A description of the issue;
• Photographs of the product, packaging, and any visible damage; and
• Where relevant, a third-party lab report or Certificate of Analysis comparison, if available.

Claims submitted after 7 days from delivery, or without sufficient supporting evidence, may not be eligible for review.

4. Review Process

Upon receiving a claim, our team will review the supporting evidence and may request additional information or a sample for internal testing. We aim to respond with a resolution decision within a reasonable timeframe after receiving all required information.

5. Eligible Resolutions

Where a claim is verified and approved, we will offer one of the following resolutions, at our discretion and in discussion with the customer:

• Replacement of the affected quantity with conforming product, subject to availability;
• A partial or full credit note applicable to a future order; or
• A partial or full refund of the amount paid for the affected quantity.

Shipping costs for approved replacements will be handled on a case-by-case basis, depending on the cause of the issue.

6. Non-Returnable Situations

The following situations are generally not eligible for return, replacement, or refund:

• Products that have been used, altered, repackaged, or combined with other materials after delivery;
• Natural variation in color, aroma, or minor sensory characteristics that falls within accepted industry tolerance for botanical ingredients;
• Issues arising from improper storage, handling, or transport after the product has left our custody under the agreed shipping terms; and
• Claims submitted outside the timeframe specified in Section 3.

7. Custom & Made-to-Order Products

Products formulated or packaged to a customer’s specific request are generally non-cancellable and non-returnable once production or processing has begun, except in cases of confirmed defect or non-conformance to the agreed specification.

8. Refund Method & Timing

Approved refunds will be issued using the original payment method where possible, or by other mutually agreed means, within a reasonable period following approval. Timing may vary depending on payment processor or banking timelines.

9. Changes to This Policy

We may update this Return & Replacement Policy from time to time. The “Last updated” date above reflects the most recent revision.

10. Contact Us

To report a quality concern or start a return request, please contact our team using the details below.