What happens when an order arrives wrong, and what can be sent back.
We would rather solve a problem than argue about one. If something arrives wrong, damaged or short, tell us and we will fix it. This page sets out the rules that apply when we cannot.
Inspect your shipment when it arrives. If a container is damaged or leaking, if the quantity is short, or if you received something other than what you ordered, email [email protected] within 7 days of delivery with your order number and photographs of the container, the label and the outer packaging.
Where the problem is ours or the carrier's, we will replace the goods or refund you in full, including the shipping you paid. You will not be asked to pay return freight.
If your own laboratory finds that the material does not match the Certificate of Analysis for that lot, send us the result within 30 days of delivery. If we confirm it, we replace the lot or refund it in full, your choice.
Unopened, unused containers with seals intact can be returned within 30 days of delivery for a refund of the product price. Return freight is yours to arrange and pay, and the original outbound shipping is not refunded. Email us first for a return authorisation; returns sent without one cannot be processed.
Batana oil is a raw cosmetic ingredient. Once a container is opened, decanted or transferred we cannot verify what it now holds, so we cannot resell it and cannot accept it back. Custom-filled or custom-labelled orders, and drum orders already in production or in transit from Honduras, are also final. This does not affect your rights under sections 1 and 2 above, or any right you have under the law of your own country that cannot be waived.
If you are buying as a consumer rather than for a business, and the law where you live gives you a cooling-off period, that right stands regardless of anything above. Write to us and we will honour it.
Refunds go back to the original payment method. We issue the refund within 10 business days of approving the claim or receiving an authorised return. How quickly it then appears on your statement is up to your bank, usually another 5 to 10 business days.
Orders can be cancelled for a full refund any time before they leave our mill. Email us and we will confirm.
Email [email protected] with your order number, what went wrong and any photographs. A person reads it and replies.