Return & Refund Policy

At True Aroma Exim, we take great care to deliver high-quality Lemongrass Oil and aroma products. Since essential oils are sensitive items, we follow a strict return and refund process to ensure product safety and customer satisfaction.

1. Eligibility for Returns

Because our products are consumable and sensitive, returns are accepted only under the following conditions:

  • You received a damaged or leaking product

  • You received the wrong item

  • Product has a quality or manufacturing issue

  • Packaging was severely damaged during delivery

We do not accept returns for:

  • Opened or used products

  • Change of mind

  • Incorrect order placed by the customer

  • Products damaged due to customer handling

2. Time Frame for Return Requests

You must report any issue within 48 hours of delivery.
Requests made after this period may not be accepted.

3. Proof Required

To process your request, please provide:

  • Order ID

  • Clear photos or videos of the product issue

  • Photos of the packaging

  • Description of the problem

This helps us verify and resolve the issue quickly.

4. Refund Process

Once your claim is reviewed and approved, we will offer:

  • Replacement of the product, or

  • Full or partial refund (based on the issue)

Refunds are processed within 5–7 business days to your original payment method.

5. Return Shipping

If a return is approved:

  • Return shipping cost is covered by True Aroma Exim when the issue is on our side.

  • If the customer provided incorrect information or mishandled the product, the return request may be rejected.

6. International Orders

For export orders:

  • Customs delays or fees are not eligible for refunds

  • Damaged shipments must follow the same 48-hour reporting rule

  • Packaging damage caused during international transit will be reviewed case by case

7. Cancelation Policy

Orders can be canceled before shipment only.
Once shipped, cancellation is not possible.

8. Contact Us

For return or refund help, contact us:

Phone: +91 93796 60310
Email: Info@truearomaexim.com
Address: C-2504, Near Element Mall, The Icon Apartment, Bengaluru, Bengaluru Urban, Karnataka, 560077