Refund policy

At Ami Naturals, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with the product you have received, we are here to help.

 

Expired Product

If you receive a product that is past its expiry date:

We ensure that all products shipped are within their valid usage period.

In the rare case that an expired product is delivered, you are eligible for a replacement.

A new product of the same type and variant will be dispatched to you at no additional cost.

Note: Refunds are not applicable, as replacements are provided for such issues.

Our policy is designed to ensure customer satisfaction through timely replacements for any valid concerns regarding product quality.

2. Wrong Product

If the product delivered does not match your original order, you are eligible for a replacement under the following circumstances:

Instances Covered:

Incorrect Product Delivered: The product received is entirely different from the one ordered (e.g., a toner is delivered instead of a face wash).

Wrong Variant or Type: The variant or type of the product does not match your selection (e.g., you ordered an aloe vera-based product but received a green tea-based one).

Incorrect Size or Quantity: The size or quantity of the product differs from your order (e.g., a 100 ml bottle delivered instead of 200 ml).

Replacement Process:

• Contact our customer care team within 48 hrs  of delivery to report the issue.

• Provide your order details (invoice, order confirmation email, or receipt) and describe the issue in detail.

• Once verified, the correct product will be shipped to you at no additional cost.

Conditions for Replacement:

The wrong product must be returned unused, in its original condition and packaging.

Proof of purchase is required to initiate the replacement process.

Note on Packaging Variations:

As part of our ongoing efforts to improve, we may introduce new packaging for our products. If you receive a product in either the new or old packaging, this does not qualify for replacement. Both versions are of the same product and meet our quality standards.

Important Note:

Refunds are not provided for incorrect deliveries; only replacements will be issued.

Our replacement policy ensures that you receive the correct product while maintaining transparency about any packaging updates.

Faulty or Damaged Product

At Ami Natural, we take every precaution to ensure our products reach you in perfect condition. However, if you receive a faulty or damaged product, you may request a replacement. Below are the detailed conditions for eligibility and ineligibility for replacement:

When You Are Eligible for Replacement

1. Faulty Products:

Faulty products refer to items that have issues with their quality, consistency, or functionality. You are eligible for a replacement under the following conditions:

2.Quality Issues:

• If the product's consistency is improper, such as creams or lotions that have hardened, separated, or are excessively watery.
• If the product has discolored unnaturally or emits an unpleasant odor that indicates spoilage.
• If the product's ingredients appear to have degraded or are not as described.

Functional Defects:

• If bottles, pumps, sprays, or other applicators are non-functional or broken upon arrival.
• If the packaging design fails to function as intended, such as leaking tubes or pumps that don’t dispense.

Damaged Products:

Damaged products include those that have suffered physical harm or tampering during transit. You are eligible for a replacement under the following circumstances:

Packaging Damage:

• Products with broken seals, cracked bottles, dented containers, or damaged boxes.
• Products that appear tampered with, such as seals that are broken upon delivery.

Transit Damage:

Any visible physical damage to the product caused during shipping, such as crushed, punctured, or leaking containers.

Reporting and Verification Process:

To process a replacement for faulty or damaged products, follow these steps:

Time Frame

Report the issue to our customer care team within 7 days of receiving the product. Claims made after this period will not be entertained.

Evidence Required:

Provide clear photographs of the faulty or damaged product, showing the issue in detail.

Include proof of purchase, such as the invoice or order confirmation email.

Product Condition:

• Ensure the product is unused and remains in its original packaging when requesting a replacement.
• Once your claim is verified, we will dispatch a replacement product promptly at no additional cost to you.

When You Are Not Eligible for Replacement

1. Damage After Delivery:

• You will not be eligible for a replacement if the product is damaged due to mishandling or improper storage after it has been delivered. Examples include:

• Storing the product in extreme temperatures (excessive heat or freezing cold) that affect its consistency.
• Dropping, breaking, or otherwise physically damaging the product after it has been delivered.

Packaging Variations:

If the product is delivered in packaging that differs from what you expected (e.g., old packaging instead of new packaging or vice versa). This is not considered a fault or damage, as the contents remain the same and meet our quality standards.

Opened or Used Products:

If you have opened or used the product and then claimed it to be faulty without clear evidence of a manufacturing defect. Opened or used products cannot be returned unless a verified defect is found.

Delayed Claims:

If you fail to report the issue within 48hrs days of receiving the product, we will not be able to process a replacement. Timely reporting is crucial to ensure prompt resolution.

Replacement Process

Once your claim is approved, a replacement product will be shipped to you.

• You must return the faulty or damaged product in its original packaging.

• Ensure the product is securely packaged to prevent further damage during the return transit.

• The replacement will be dispatched promptly at no additional cost to you.

Refund Eligibility

Refunds are not applicable for most product-related issues. Instead, we offer a replacement policy for the following situations:

• Expired Products
• Wrong Products Delivered
• Faulty or Damaged Products

Refunds will only be provided in rare cases under the following conditions:

• If the replacement product cannot be dispatched due to unavailability of stock.
• If the product is found to be defective after verification and a replacement is not feasible.
• Refunds, if approved, will only be processed through your original payment method or as a store credit for your next purchase.

Customer Requirements for Refund/Replacement Requests

To initiate a refund or replacement request, customers must adhere to the following conditions:

Box Opening Video Requirement:

• Customers must provide an uninterrupted, single-take video clearly showing the unboxing of the product.
• The video must begin with the sealed package and show the product's condition upon opening.
• Edited, cut, or incomplete videos will not be considered valid.

Return Timeline

• Products must be returned within 7 days of receipt. Claims made after this period will not be processed.
• To be eligible for a replacement or refund, customers must contact our customer care team at the provided number or email within 48 hours of receiving the product.
• Failing to notify customer care within this timeframe will result in the claim being invalid.

Verification Process for Refund Requests

The refund verification process is designed to ensure that claims are genuine and aligned with the company's terms and conditions. The following steps outline the verification procedure in detail:

Inspection of Returned Product

Condition Check:

Upon receipt, the returned product will be carefully inspected to ensure it is unused, unopened, and in its original packaging. Products that have been used, tampered with, or damaged after delivery will not be eligible for refunds.

Packaging Integrity:

The packaging must include all seals, labels, and original materials as provided at the time of delivery. Missing or altered packaging will result in claim rejection.

Review of Supporting Evidence

Photographic Evidence:

Clear and unedited photographs of the product must be submitted along with the refund request. These photos should highlight the specific issue (e.g., damage, defect, or incorrect product).

Box Opening Video:

A single, uninterrupted video showing the product being unboxed from its sealed package must be provided. This video must clearly display:

• The unopened package in its original condition.
• The act of unboxing and the issue in question.
• The product in its entirety, including any damage or defect.
• Videos that are edited, cut, or incomplete will not be considered valid proof.

Validation of Claims

• The customer care team will review the provided evidence (photos and video) to verify the legitimacy of the claim.

• Claims that fail to demonstrate the reported issue or do not adhere to the required documentation will be declined.

Compliance with Terms and Conditions

• All refund claims must comply with the company's Return and Refund Policy, including adherence to the specified timelines and submission requirements.
• Any deviation from the stated conditions will result in the claim being deemed invalid.

Final Approval

Once the verification process is complete and the claim is approved, the refund will be initiated as per the stated refund methods and timelines. Claims that do not meet the above requirements will be rejected, and the product will be returned to the customer, if applicable.

This detailed verification process ensures fairness and transparency while addressing genuine concerns efficiently.

Refund Method and Timeline

At Ami Natural, we ensure a seamless and transparent refund process for eligible claims. Please refer to the details below for refund methods and timelines.

Refund Method

Prepaid Orders

• Refunds for prepaid orders will be processed directly to the original payment method used during the purchase (e.g., credit/debit card, UPI, or online wallet).
• The refund will reflect in your account based on your bank's processing timelines, typically within the specified refund period.

Pay on Delivery (COD) Orders

• Refunds for COD orders will be processed via NEFT (National Electronic Funds Transfer) to your registered bank account.
• Alternatively, you may choose to receive the refund as store credit in your Ami Natural account, which can be used for future purchases.

When You Are Not Eligible for a Refund or Replacement

Reporting Delays

• If you fail to report the issue within 48 hours of receiving the product via email or WhatsApp customer support, the request will not be considered.

• Claims reported after the 7-day return window from the date of receipt are ineligible, even if reported to customer care.

Lack of Evidence

• If you do not provide valid supporting evidence, such as:
• Clear and unedited photographs highlighting the issue (e.g., damage or defects).
• A single, uninterrupted box opening video showing the unboxing process and the problem clearly.
• Edited, incomplete, or unclear evidence will lead to the claim being rejected.

Product Usage

• If the product has been used, opened, or tampered with, it will not qualify for a refund or replacement.
• Only unused products in their original packaging, including seals and labels, are eligible.

Incorrect Claims

• Claims that do not match the actual condition of the product after verification will be rejected. Examples include:
• Reporting damage or defects not supported by evidence.
• Claiming the wrong product was received when the correct product was delivered.

Exclusions for General Dissatisfaction

Refunds or replacements will not be issued for reasons such as:

"I did not like the product."

"The product didn’t suit me or meet my expectations."

Preference for a different scent, color, or minor attribute that does not affect the product’s intended functionality.

Damage Caused by the Customer

• Products damaged due to mishandling, improper storage, or use by the customer are not eligible.
• Examples include dropping the product, exposure to heat or moisture, or altering the product's composition.

Promotional or Free Products

• Items received as part of a promotional offer, gift, or free sample are not eligible for refunds or replacements.
• Incorrect Bank Details (For COD Refunds)
• For COD orders, if you provide inaccurate or incomplete bank details for NEFT refunds, the claim will be delayed or canceled.

Additional Important Notes

Replacement Preference Over Refunds:

Refunds are only provided in specific cases, such as when a replacement is not possible. Most eligible claims will result in replacements rather than refunds.

Verification Process is Final:

The final decision on refund or replacement eligibility rests with Ami Natural after completing the verification process.

By adhering to these guidelines, we aim to provide fair and efficient service to all customers while maintaining quality standards.