Refund policy

This Return and Refund Policy applies to products purchased directly from the Naturae online store. Because our syrups and other food or beverage products are consumable goods, returns are handled differently from general merchandise.

1. Change-of-Mind Returns

Unless required by applicable law, we generally do not accept returns or exchanges solely because you changed your mind, selected the wrong flavour, no longer want the product, or do not prefer the taste after delivery.

2. Eligible Return, Replacement or Refund Requests

Please contact us if your order arrives with a genuine issue such as:

• a bottle that is broken, leaking or materially damaged in transit;
• the wrong product or quantity being delivered;
• a product being missing from the shipment;
• a product being expired on delivery or otherwise not fit for sale; or
• another verified fulfilment or quality issue attributable to us.

3. How to Report an Issue

Contact us as soon as reasonably possible after delivery at sales@naturaeflavours.com or +91 79-90820492. Please provide:

• your order number;
• the name of the affected product;
• a clear description of the issue;
• clear photographs of the product, packaging, shipping label and visible damage; and
• video evidence where reasonably requested for leakage, breakage or packaging claims.

Please keep the affected product and its original packaging until we confirm whether further inspection or return is required.

4. Opened or Used Products

For food-safety and hygiene reasons, opened or used products are generally not returnable unless the request relates to a verified defect, damage, contamination, incorrect item or other issue for which a remedy is required under applicable law.

5. Product Taste, Colour and Appearance

Minor variations in colour, viscosity, aroma, packaging presentation or product appearance that are normal for the product and do not affect safety or quality are not normally considered defects. Personal taste preference is not, by itself, grounds for a refund.

6. Resolution of Approved Claims

After reviewing the information provided, we may offer an appropriate remedy such as a replacement, refund, partial refund or store credit, depending on the circumstances and your rights under applicable law. Where a return is necessary, we will provide instructions.

7. Refund Method and Timing

Approved refunds will ordinarily be issued to the original payment method, unless another method is required or agreed. We will process accepted refunds within a reasonable period after approval. Your bank, card issuer or payment provider may require additional time to reflect the credit.

8. Shipping Charges

Original shipping charges are generally non-refundable unless the refund is due to an error by us, a damaged or defective delivery, or where applicable law requires otherwise.

9. Order Cancellations

If you want to cancel an order, contact us promptly. We will try to accommodate cancellation requests received before dispatch. Once an order has been packed, handed to the courier or dispatched, cancellation may no longer be possible. Any cancellation charges, if applicable, will be applied only in accordance with applicable law.

10. Refused or Failed Deliveries

If delivery fails because of an incorrect or incomplete address, repeated unavailability, refusal of a valid order, or another circumstance outside our reasonable control, additional shipping charges may apply to a re-dispatch where permitted by law.

11. Consumer Rights

Nothing in this policy excludes or limits any remedy or consumer right that cannot lawfully be excluded under Indian law.

12. Contact