Refund Policy
Refund Policy
Our commitment to quality and customer satisfaction
Our Refund Commitment
At Tetra Elements , we take pride in the quality of our Moringa products. We stand behind our products and are committed to ensuring complete customer satisfaction.
This refund policy outlines the circumstances under which refunds are provided for our domestic and international customers.
Refund Eligibility
We offer refunds in the following cases:
- Products received in damaged condition
- Wrong products shipped
- Quality issues (discoloration, unusual odor, contamination)
- Products past their expiry date
- Significant deviation from product specifications
Non-Refundable Situations
Refunds are not provided in the following cases:
- Change of mind or personal preference
- Products with broken seals or opened packaging
- Improper storage by customer leading to quality degradation
- Customized or private label orders
- International shipments rejected by customs
- Shipping delays beyond our control
Refund Process
Our simple 4-step refund process ensures quick resolution:
Report Issue
Contact us within 7 days of receiving the products with details and supporting evidence
Return Request
We provide a Return Authorization Number and shipping instructions
Inspection
Our quality team inspects returned products at our facility
Refund Processing
Refund is processed within 7 business days after approval
Refund Timeframes
| Refund Type | Processing Time | Conditions |
|---|---|---|
| Domestic Refunds | 7-10 business days | After product inspection and approval |
| International Refunds | 14-21 business days | Additional time for international banking |
| Bank Transfer | 3-5 business days | After refund approval |
| Credit Card | 5-7 business days | Depends on card issuer policies |
International Refund Policy
Special considerations for export customers:
- Refund amount will be in the original currency of payment
- Bank transfer charges will be deducted from refund amount
- Customer responsible for return shipping costs
- Products must be returned in original export packaging
- Customs documentation must be properly completed
Shipping & Handling Charges
Shipping cost refund policy:
- Original shipping costs are non-refundable
- Return shipping costs are customer's responsibility
- Free shipping offers are void if order is refunded
- For quality issues, we may cover return shipping at our discretion
Quality Assurance
To minimize the need for refunds, we maintain strict quality controls:
- Regular third-party laboratory testing
- GMP and HACCP certified facilities
- ISO 22000:2018 food safety standards
- Proper storage and handling protocols
- Regular quality audits
Refund & Customer Support
For refund requests, please include your order number and detailed description of the issue.