- Wholesale & Custom Orders
Most of our orders are wholesale, custom-blended, or private-label goods produced to your specifications. These orders are made-to-order and cannot be returned or refunded once production has started, except for quality issues as described in Section 3.
2. Order Cancellation
- Sample orders: may be cancelled before dispatch.
- Bulk and OEM orders: may be cancelled within 3 business days of order confirmation / PI signature. After this period, a cancellation fee of up to 30% may apply to cover materials and production preparation.
- Quality Issues
We inspect every batch before shipment. If products arrive with quality issues (damage, incorrect items, or significant deviation from approved samples), please contact us within 7 days of delivery with your order number, clear photos or videos, and details of the affected quantity. Confirmed quality issues will be resolved by replacement, supplementary shipment, or partial/full refund, at our discretion. - Shipping Damage
For damage caused in transit, please retain all packaging and provide photos within 7 days of delivery. We will file claims with the carrier and arrange replacement or compensation accordingly. Orders shipped under CIF terms include cargo insurance. - Returns
Because our products are food items, returned goods cannot be resold. Except for confirmed quality issues under Section 3, we do not accept returns. Any approved return must be agreed in writing in advance; unauthorized returns will not be accepted. - Refunds
Approved refunds are processed to the original payment method, or as credit against future orders by agreement, within 10-15 business days. - Samples
Sample orders are non-refundable. Sample costs may be credited against your first bulk order, subject to prior agreement. - Contact
Questions about returns and refunds: contact@lazure-essence.com