Refunds and Returns Policy
Effective Date: January 22, 2025
At Urte J Ltd (operating as EssentialOilRollers.com), we want you to be completely satisfied with your purchase. If for any reason you are not happy with the products you’ve ordered, we offer a straightforward and fair returns and refunds process to ensure that your experience with us is positive.
Please read the following terms carefully to understand how our return and refund process works.
1. Returns Eligibility
We accept returns for most products, subject to the following conditions:
- Timeframe: Returns must be initiated within 14 calendar days of receiving your order. After this period, we are unable to accept any returns.
- Condition of the Product: To be eligible for a return, the product must be:
- Unopened and unused.
- In its original condition and packaging.
- Not damaged or altered in any way.
2. Non-Returnable Items
The following items are non-returnable and non-refundable:
- Opened or used products.
- Personalized or customized items (if applicable).
- Products marked as final sale or clearance.
3. Initiating a Return
To initiate a return, please follow these steps:
- Contact Us: Email us at urtejltd@gmail.com within 14 days of receiving your order to notify us of your intent to return the product(s).
- Include your order number, the product(s) you wish to return, and the reason for the return.
- Return Authorization: Once we receive your return request, we will send you an RMA (Return Merchandise Authorization) number and instructions on how to return the item. Please note that returns sent without an RMA number may be refused.
4. Return Shipping Costs
- Return Shipping: Customers are responsible for the cost of return shipping unless the return is due to a mistake made by us (e.g., wrong product, damaged items, etc.).
- Shipping Carrier: We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We are not responsible for lost or damaged return shipments.
5. Refunds Process
Once we receive and inspect your returned item(s), we will notify you of the approval or rejection of your refund. If your return is approved:
- Refund Method: The refund will be issued to the original payment method used at the time of purchase.
- Processing Time: Refunds are processed within 5–7 business days from the date we receive the returned item(s).
- Refund Amount: The refund will include the purchase price of the returned items only. Shipping charges are non-refundable unless the return is due to our error.
6. Damaged or Defective Products
If your item arrives damaged or defective, please follow these steps:
- Contact Us Immediately: Email us within 7 days of receiving the product to report the issue.
- Provide Photos: Please include clear photographs of the damaged or defective product in your email.
- Resolution: We will either offer you a replacement product or issue a full refund, depending on your preference and product availability. We will also cover the return shipping costs in such cases.
7. Exchanges
At this time, we do not offer direct exchanges. If you would like a different product, you must return the original product and place a new order.
8. How to Contact Us
If you have any questions regarding our Refunds and Returns Policy or need assistance with initiating a return, please don’t hesitate to contact us:
- Email: urtejltd@gmail.com
- Business Address: Caterina Str. 6, Cyprus
Our customer support team is here to assist you and ensure a smooth returns process.
9. Changes to This Policy
We may update this Refunds and Returns Policy from time to time. Any changes will be reflected on this page with an updated Effective Date. We encourage you to review this policy periodically for any updates.
Summary of Key Points:
- Returns must be initiated within 14 days of receiving your order.
- Products must be unopened, unused, and in original condition.
- Return shipping costs are the responsibility of the customer, except in cases of defective or incorrect items.
- Refunds will be processed to your original payment method once the returned item is inspected.
We value your satisfaction, and we are committed to making your shopping experience as pleasant as possible. If you have any questions about this policy, please feel free to contact us at urtejltd@gmail.com.