REFUND POLICY

1. ORDER CANCELLATION
 
1.1 Cancellation by Customer: The customer may cancel an order only before it has been dispatched from our warehouse. Once an order is marked as "Shipped" and the Shipment Confirmation (email/SMS) has been sent, the order cannot be cancelled, and the terms for Returns (Section 2) will apply.

1.2 Cancellation by Company: We reserve the right to cancel any order for reasons including, but not limited to, non-availability of product, inaccuracies in pricing or product information, or detection of fraudulent or bulk orders intended for resale. If your order is cancelled after your payment has been processed, the full amount will be refunded to your original payment method.
 
2. RETURNS AND REPLACEMENTS
 
2.1 Non-Returnable Products (Hygiene Policy): Due to the nature and hygiene standards of our aromatherapy bath and body care products (soaps and body washes), we strictly enforce a No Return Policy for all products delivered in good condition.

2.2 No Refund/Replacement for Change of Mind: We DO NOT accept returns, replacements, or refunds if you have simply changed your mind about the product, dislike the scent, or have used the product. We urge customers to refer to the detailed product descriptions and ingredient lists before purchasing.

2.3 Permissible Grounds for Claim (Replacement or Refund): We will only accept a claim for replacement or refund if the product received falls into one of the following two categories:

• Product Arrived Damaged: The product packaging or the product itself is visibly damaged upon receipt (e.g., broken bar of soap, leaking body wash bottle).

• Incorrect Product Delivered: The product delivered is different from the product ordered (e.g., received Sandal Blush when Lavish Lavender was ordered).

 
3. REFUND CLAIM PROCEDURE
 
3.1 Claim Window (Strict Adherence): All refund or replacement claims based on the Permissible Grounds (Section 2.3) must be initiated by the customer within seven (7) days of the confirmed delivery date of the order. Claims raised after this 7-day window will not be entertained.

3.2 Required Proof: To initiate a claim, you must contact our Grievance Officer immediately via email and provide clear evidence, including:

• Your Order ID.

• A clear photograph or video showing the damaged product and the outer packaging.

• A brief description of the damage or discrepancy.
   

3.3 Processing the Claim: Upon receiving the claim and validating the photographic proof, Floria Naturals will, at its sole discretion, offer one of the following remedies:

• Replacement: We will dispatch a new, identical product free of charge.

• Refund: A full refund for the cost of the damaged/incorrect item will be initiated to your original payment method.

 
4. REFUND PROCESSING TIMELINES
 
4.1 Refund Initiation: Once the Company approves a refund, the amount will be initiated within five (5) to seven (7) working days from the date of approval.

4.2 Credit Reflection: The time taken for the refund amount to reflect in your account is subject to the policies of your bank or payment gateway and may take an additional 5-10 business days. We are not responsible for delays caused by the banking system.
 
5. CONTACT FOR GRIEVANCES
 For all claims, disputes, or grievances related to this Policy, please contact our designated Grievance Officer promptly at the contact details provided in our Terms and Conditions.