At KAMELUS, we are committed to delivering high-quality essential oils and ensuring your complete satisfaction. We understand that occasionally, returns may be necessary, and we strive to make the process simple and transparent. This Return Policy outlines the specific conditions under which we accept returns, the steps to initiate a return, and details about refunds or replacements.
We accept returns under the following three criteria:
Damaged Products
Incorrect Items
Adulteration Proved by GC-MS Analysis
If your purchase meets one of these conditions, you may be eligible for a return, subject to the terms below.
1. Damaged Products
What Qualifies: A product is considered damaged if it arrives broken, leaking, or otherwise compromised due to shipping or handling issues.
Time Frame: You must report the damage within 7 days of receiving your order.
Evidence Required: Please provide photographic evidence of the damage, including clear images of the product and its packaging.
How to Proceed: Contact our customer service team at support@kamelus.in with your order number, a brief description of the damage, and the required photos. If approved, we will provide instructions for returning the product.
2. Incorrect Items
What Qualifies: An incorrect item means you received a product that differs from what you ordered (e.g., a different essential oil variant or size).
Time Frame: You must report the issue within 7 days of receiving your order.
Evidence Required: Submit photographic evidence of the incorrect item, including images of the product and the shipping label or packaging showing your order details.
How to Proceed: Reach out to our customer service team at support@kamelus.in with your order number, a description of the issue, and the required photos. If approved, we will provide instructions for returning the incorrect item and arrange to send the correct product.
3. Adulteration Proved by GC-MS Analysis
At Kamelus, we take immense pride in the uncompromising quality and purity of our essential oils. To ensure the highest standards, we rigorously test every batch, and the corresponding GC-MS reports are transparently available on our website at www.kamelus.in
In the unlikely event, if a customer questions the accuracy of our reports, we invite our customer to conduct an independent GC-MS test from a reputable, government-certified facility at customer own expense. While we stand confidently behind the quality of our oils, we respect your right to verification.
Please note that while we’re committed to transparency and quality, the costs of independent testing will not be borne by Kamelus.
What is a GC-MS Report? A Gas Chromatography-Mass Spectrometry (GC-MS) report is a scientific analysis that examines the chemical composition of an essential oil to confirm its purity and authenticity.
What Qualifies: Adulteration occurs if the GC-MS report shows that the essential oil has been diluted, contaminated, or altered in any way that affects its quality or purity.
Time Frame: You must initiate the return process within 30 days of receiving your order.
Evidence for Adulteration Claim:
To support a claim of adulteration, please provide the following documentation
1. GC-MS Analysis Report: A detailed report from a reputable, government-certified facility, clearly highlighting evidence of adulteration in the product.
2. Uncut, Unboxing Video: A continuous, unedited video recorded by the GC-MS facility, demonstrating the integrity of the testing process. This video must:
– Show the product being unboxed and handled in its entirety
– Confirm that the product has not been tampered with or altered in any way
These documentation requirements help ensure the authenticity and legitimacy of adulteration claims.
How to Proceed: Contact our customer service team at support@kamelus.in with your order number, the GC-MS report, and the unboxing video. Once we verify the adulteration and the video, we’ll guide you through the return process seamlessly.
Return Process for All Eligible Returns
Initiate a Return: Contact our customer service team at [email/contact form] within the specified time frame (7 days for damaged or incorrect items, 30 days for adulteration). Include your order number, a description of the issue, and any required evidence (e.g., photos, videos or GC-MS report).
Approval and Instructions: If your return is approved, we will issue a return authorization number and provide shipping instructions.
Ship the Product: A Step-by-Step Guide
To initiate the return process, please follow these steps:
1. Secure Packaging: Carefully pack the product in its original packaging to prevent damage during transit.
2. Include Essential Documents: Enclose the following documents with the returned product:
– Return Authorization Number (RAN)
– GC-MS analysis report (if applicable), highlighting evidence of adulteration
3. Ship to Designated Address: Send the securely packed product to the address provided by our team.
Please ensure that you follow these steps carefully to facilitate a smooth and efficient return process
Refund or Replacement: Once we receive and verify the returned product, we will process your refund to the original payment method or ship a replacement. Refunds will be processed within 7 business days of receiving the return.
Other Important Details
Time Frames:
Damaged or incorrect items: Report within 7 days of delivery.
Adulteration Claims: Report within 30 days of delivery.
Condition of Products: Damaged or incorrect items should be returned in the condition received.
Refunds: Refunds include the product cost only; original shipping fees, customs, other taxes are non-refundable.
Replacements: If customer choose a replacement, we will ship it at no additional cost.
International Orders: Return shipping times may vary for international customers.
Exceptions and Limitations
Third-Party Purchases: This policy applies only to products purchased directly from our website. Items bought from third-party retailers are subject to their own return policies.
Contact Us
If you have questions about this Return Policy or need help with a return, please reach out to our customer service team at support@kamelus.in. We’re here to assist you and ensure your experience with KAMELUS is exceptional.