SHIPPING & RETURNS
SHIPPING POLICY
Production Lead Time:
All custom orders require a standard formulation and production lead time of [X] to [X] business days after deposit payment and artwork approval, prior to shipping.
Shipping Terms (Incoterms):
All international shipments are strictly under EXW (Ex Works) or FOB (Free on Board) [Your Port City] terms unless explicitly agreed otherwise in writing.
Risk of Loss:
Once the shipment leaves our factory premises or is handed over to the carrier, the title and risk of loss or damage pass entirely to the buyer. We are not liable for customs delays, custom seizures, or transit damages.
Shipping Fees & Duties:
The buyer is solely responsible for all shipping costs, customs duties, taxes, and import clearance fees required by the destination country.
RETURN & EXCHANGE POLICY
No Returns on Custom/OEM/ODM Goods:
Strict Policy: Because all formulations, packaging, and designs are custom-made to the buyer's unique specifications, we do not accept returns, exchanges, or cancellations once mass production has commenced. All sales of custom goods are final.
Quality Inspection Window:
The buyer must inspect the goods immediately upon arrival. Any claims for shortages, defects, or non-conformity to the approved pre-production sample must be submitted in writing within [5 to 7] business days of delivery.
Evidence Requirement:
All claims must be accompanied by definitive photographic or video evidence, alongside the laboratory/inspection report if requested. Failure to notify us within this period constitutes unconditioned acceptance of the goods.
Remedy for Approved Defects:
If a defect is verified and proven to be a factory error, our liability is strictly limited to remanufacturing the defective portion of the order or issuing a credit note for future orders. No cash refunds will be issued.
Crucial Disclaimers (To Protect Your Lab)
Stability & Compliance Disclaimer:
While we ensure the manufacturing process meets agreed standards, the buyer is responsible for product registration, compliance, and stability testing in their own local market or destination countries unless full testing services were explicitly purchased from us.
Natural Variation:
Minor variations in color, scent, or viscosity may occur between production batches due to the nature of raw botanical ingredients and shall not be deemed as product defects.