Returns & Refunds Policy

This policy explains when you can cancel an order, when we replace or refund products, and how long a refund takes. It applies to bulk (B2B) orders placed with IndoOils Naturals Private Limited, and to orders from our private online store, which is open only to customers we invite.

We want you to be happy with every order. If something is not right, tell us and we will work with you to fix it.

In short

• You can cancel for a full refund at any time before your order is dispatched.
• Damage, leakage, shortage or a wrong product must be reported within 48 hours of delivery, with photos.
• Quality problems must be reported within 30 days of delivery.
• Approved refunds are started within 3 working days. Bulk orders are refunded to your bank account, and online store orders to the card, UPI or account you paid with.
• We cannot take back products that have been opened and used, or returned because you changed your mind.

Cancelling an order

• Before dispatch: you can cancel any in-stock order by emailing sales@indooils.com or messaging +91 98990 04939 with your order number. We will refund the full amount you paid.
• After dispatch: the order can no longer be cancelled. If you refuse the delivery, we refund the order amount minus the freight charges for both directions.
• Made-to-order, private-label and custom formulation orders: these are produced for you, so they cannot be cancelled once production, filling or label printing has started. If you cancel before that, we refund in full.

We may cancel an order ourselves if a product is out of stock or we cannot deliver to your address. If we do, we refund everything you paid.

Damaged, leaking, short or wrong products

If your order arrives damaged, leaking, short in quantity, or is not the product you ordered:

• Write the problem on the delivery receipt before signing, if you can.
• Report it to us within 48 hours of delivery at sales@indooils.com or on WhatsApp +91 98990 04939.
• Send your order number, photos of the outer box, the container and its label, and an unboxing video if you have one.
• Keep the product and all its packaging until we have resolved your claim.

Once we confirm the problem, we will send a replacement free of charge or refund the value of the affected product, whichever you prefer. If we sent the wrong product, we will also arrange its collection at our cost.

Quality concerns

Every batch is tested and shipped with a Certificate of Analysis (CoA). If you believe a product does not match the agreed specification or its CoA:

• Tell us in writing within 30 days of delivery.
• Include the product name, batch number and a description of the problem, and your test report if you have one.
• Keep the remaining material sealed and stored as recommended, so it can be checked.

We may ask for a sample to test in our laboratory or at an independent laboratory. If the claim is confirmed, we will replace the product, refund it, or issue a credit note for your next order, whichever you prefer.

Natural oils vary slightly in colour and aroma from crop to crop. A difference that stays within the agreed specification is not a quality defect.

Products we cannot accept back

For hygiene, safety and quality reasons, we cannot accept returns or give refunds for:

• Products returned because you changed your mind, ordered the wrong item or no longer need them.
• Products that have been opened and used, beyond the small amount needed to test them.
• Products damaged by incorrect storage or handling after delivery.
• Made-to-order, private-label or custom formulation products that match the agreed specification.
• Samples supplied for evaluation.
• Claims reported after the time limits above.

How refunds are paid

• We start an approved refund within 3 working days of approving it.
• Bulk (B2B) orders: the refund is sent by bank transfer to the bank account your payment came from, usually within 3 to 5 working days. If you prefer, we can issue a credit note against your next order instead.
• Private online store orders: the refund goes back through Razorpay to the same card, UPI ID, bank account or wallet you paid with. It usually shows in your account within 5 to 7 working days, depending on your bank.
• Where GST was charged, we issue a GST credit note with the refund.

We will email you when your refund has been sent. If you have not received it within 10 working days, please contact us with your order number.

How to contact us

Email: sales@indooils.com

Phone / WhatsApp: +91 98990 04939 (Monday to Saturday, 10:00 am to 6:00 pm IST)

Address: IndoOils Naturals Private Limited, B804, Galaxy Vega, Greater Noida West, Uttar Pradesh 201306, India

Please quote your order number in every message so we can help you quickly.