Refund & Returns Policy

This policy applies to all products purchased from [CAPSOIL LEGAL ENTITY NAME] (“Capsoil”, “we”, “us”) by business customers, and forms part of our Terms & Conditions.

Because we sell ingredient materials to businesses for further manufacture, our returns process is built around batch quality and conformity — not consumer-style change-of-mind returns. Statutory consumer withdrawal rights do not apply to B2B purchases.

1. Inspect on receipt
Inspect all deliveries promptly on arrival.
Visible transport damage or shortages: note them on the carrier’s delivery document at the time of delivery and notify us within [5] business days of receipt, with photos of the packaging and goods.
Non-conformity with the specification (e.g. deviation from the batch CoA): notify us within [10] business days of receipt.
Hidden defects that could not reasonably be discovered on inspection: notify us within [10] business days of discovery, and no later than [60] days after delivery.
Claims made outside these windows may be declined. Using, processing, blending, or repacking the product constitutes acceptance of the delivered batch.

2. How to file a claim
Email [SUPPORT EMAIL] with:

your order number and company name,
the product name, batch/lot number (from the label or CoA), and quantity affected,
a description of the issue, and
supporting evidence — photos, and where relevant your analytical results.
Keep the affected goods in their original packaging, stored per the label conditions, until the claim is resolved. We may request samples of the claimed batch for counter-analysis or arrange collection/inspection.

3. Return authorization
Returns are accepted only with a prior written Return Merchandise Authorization (RMA) from Capsoil. Unauthorized returns may be refused or destroyed at the sender’s cost. Where a return is authorized, we will provide shipping instructions; for justified quality claims, return freight is at our cost.

4. Remedies
If a claim is justified — the product does not conform to the agreed specification for the delivered batch, or was damaged before risk passed to you — we will, at our option:

replace the non-conforming product,
issue a credit note against future orders, or
refund the price paid for the affected quantity.
These remedies are the exclusive remedies for non-conforming deliveries, to the fullest extent permitted by law. Our liability is limited as set out in the Terms & Conditions.

5. What cannot be returned
Product that conforms to specification (change-of-mind, over-ordering, or forecast changes).
Opened, used, processed, blended, or repackaged product — unless the defect could only be discovered by opening or processing.
Evaluation samples (500 g) — supplied for technical evaluation, non-returnable and non-refundable.
Custom-manufactured, custom-specification, or custom-labeled orders.
Product stored or handled contrary to the storage conditions stated on the label or TDS.
We may, at our discretion, accept a return of conforming goods as a goodwill gesture; such returns require an RMA, must be unopened and in resalable condition, are shipped at the Buyer’s cost and risk, and may be subject to a restocking fee of up to [15]%.

6. Order cancellations
Orders may be cancelled without charge before dispatch. After dispatch, the order is treated under the return rules above. Orders for custom-manufactured products cannot be cancelled once production has started.

7. Refund processing
Approved refunds are issued to the original payment method (or as a credit note, where agreed) within [14] days of claim approval or, where a return is required, of our receipt and verification of the returned goods.

8. Contact
Returns and claims: [SUPPORT EMAIL] — [PHONE, BUSINESS HOURS].