Refund and Returns Policy
Effective Date: 20 September 2026
At Oleum Naturals, we take care to inspect, pack and dispatch our products in suitable packaging to help ensure that they reach you safely and in good condition. If you receive a product that is damaged, defective, incorrect or materially different from what you ordered, we will be happy to assist you with a replacement or refund in accordance with this policy.
1. Products Covered
This policy applies to products purchased directly through the Oleum Naturals website, including Essential Oils, Fragrance Oils, Carrier Oils, Herbal Extracts, Aromatherapy Products and other products available for online purchase.
Products purchased through third-party marketplaces, distributors, resellers or other channels may be subject to the return and refund policy of the respective seller or platform.
2. Return Eligibility
A return or replacement may be requested where:
● The product received is damaged, broken or leaking at the time of delivery.
● The product received is different from the product ordered.
● The product received has a manufacturing or packaging defect.
● The product is received in a condition that makes it unsuitable for use due to damage during transportation.
To be eligible, the customer must notify Oleum Naturals within 48 hours of delivery.
The product should remain unused and, wherever reasonably possible, should be returned in its original packaging, including the bottle, cap, seal, label and outer packaging.
3. Products That Cannot Be Returned
For reasons of hygiene, safety, product integrity and quality control, we generally do not accept returns of products that have been:
● Opened, used or partially consumed;
● Mixed, diluted or transferred into another container;
● Altered or tampered with after delivery;
● Damaged after delivery due to improper storage, handling or use;
● Returned without the original packaging or product identification where such identification is reasonably necessary to process the claim.
We also do not accept returns merely because the customer has changed their mind, does not like the fragrance or aroma, or expected a different colour, consistency or sensory characteristic, provided the product supplied is the product ordered and is not defective.
Natural oils and botanical products may naturally exhibit variations in colour, aroma, viscosity or appearance between batches. Such variations, by themselves, will not be considered a product defect.
4. Damaged or Leaking Products
If your package arrives damaged, please:
1. Take photographs or a video of the outer shipping package before opening it, where possible.
2. Take photographs of the damaged product, bottle, seal and packaging.
3. Contact us within 48 hours of delivery at info@oleumnaturals.com.
4. Provide your order number and photographs/videos supporting the claim.
Where the damage is attributable to transit or a product/packaging defect, Oleum Naturals may, at its discretion, provide a replacement or refund.
Customers are advised not to discard the product or packaging until the claim has been reviewed, as the courier or Oleum Naturals may require the same for verification.
5. Incorrect Product
If you receive a product different from the one ordered, please contact us within 48 hours of delivery.
After verification, we may arrange collection of the incorrect product and dispatch the correct product at no additional cost to the customer.
If the correct product is unavailable, Oleum Naturals may offer a suitable alternative or issue a refund for the affected product.
6. Return Approval
A return is not considered approved merely by submitting a request.
After receiving the customer’s request and supporting information, Oleum Naturals will review the claim and communicate whether the product is eligible for return, replacement or refund.
Where a return is approved, customers should follow the return instructions provided by Oleum Naturals. Products returned without prior approval may not be accepted.
7. Refunds
Where a refund is approved, the refund will generally be made to the original payment method used for the purchase.
Depending on the payment method, bank or payment gateway, the refund may take several business days to appear in the customer’s account.
For an approved refund relating to a damaged, defective or incorrectly supplied product, Oleum Naturals will refund the eligible amount associated with the affected product.
Original shipping charges, if any, will generally be refunded only where the return is due to an error attributable to Oleum Naturals, a confirmed product defect or damage in transit.
8. Return Shipping Charges
If the return is required because:
● the wrong product was supplied;
● the product arrived damaged in transit; or
● the product has a confirmed manufacturing or packaging defect,
Oleum Naturals will, where applicable, arrange or reimburse reasonable return shipping costs.
For returns arising from reasons not attributable to Oleum Naturals, return shipping costs may be borne by the customer and will be considered on a case-by-case basis.
9. Order Cancellation
Orders may be cancelled before dispatch by contacting Oleum Naturals as soon as possible.
Once an order has been dispatched, cancellation may no longer be possible. In such cases, the customer may contact us and we will determine whether the order can be recalled or otherwise handled under this Return & Refund Policy.
Where an order is successfully cancelled before dispatch, the eligible refund will be processed to the original payment method.
10. Delivery Refusal
Customers are requested not to refuse delivery solely because the outer packaging appears slightly damaged.
Where the package appears materially damaged, customers should, where possible, document the condition of the package and contact Oleum Naturals promptly so that the matter can be reviewed.
11. Non-Delivery or Missing Items
If an order has not been delivered within the expected delivery period, or if an item appears to be missing from the shipment, please contact us at info@oleumnaturals.com with your order number.
We will investigate the matter with the relevant delivery partner and, where appropriate, arrange replacement or refund after verification.
12. Product Usage and Storage
Customers are responsible for following the product’s applicable usage, dilution, storage and safety instructions.
Oleum Naturals will not be responsible for a product’s deterioration or damage caused by improper storage, exposure to excessive heat or sunlight, contamination, improper handling, dilution or use contrary to the product instructions.
For essential oils and similar concentrated products, customers should follow the applicable product-specific safety and usage instructions.
13. Refund for Product Quality Concerns
If you believe that a product has a quality issue, please contact us with:
● Order number;
● Product name and size;
● Batch number, where available;
● Photographs/videos of the product;
● Description of the concern; and
● Any other information reasonably required to investigate the matter.
Oleum Naturals may request additional information or the return of the product for inspection before approving a refund or replacement.
14. No Unauthorised Returns
Products should not be sent back to Oleum Naturals without prior communication and return approval.
Unauthorised returns may result in delays in processing the claim and may not qualify for a refund.
15. Policy Changes
Oleum Naturals reserves the right to modify or update this Return & Refund Policy from time to time. The version published on this website at the time of the relevant purchase will generally apply to that purchase, subject to applicable law.
16. Contact Us
For any return, replacement or refund-related query, please contact:
Oleum Naturals
BE-14, Shantipally, 2065 Rajdanga Main Road
East Kolkata Township, Kolkata – 700107
West Bengal, India
Email: info@oleumnaturals.com
Phone: +91 79803 78546
Please mention your order number in all return or refund communications.