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Refund policy

RETURNS & EXCHANGES

Ruar Himalaya Pvt Ltd adheres to the highest quality standards and takes great care in deliveries and shall make all endeavors to deliver defect-free products to the purchasers. Products purchased on our website are not eligible for returns or exchange unless the product delivered has a quality/manufacturing defect or has been delivered broken or damaged. All defective or damaged goods must be reported to Ruar Himalaya Pvt Ltd within 48 hours of delivery. Communications received after 48 hours of delivery shall not qualify for return or exchange.

Ruar Himalaya Pvt Ltd is not responsible for any damage caused after delivery. Damages due to neglect, improper usage or wrong application will not be covered under our Exchange/Returns Policy.

 

EXCHANGE POLICY


An exchange (replacement with a fresh piece) is applicable where a defective or damaged product has been reported within 48 hours of delivery and verified by our customer care team. 

When Exchange Applies

•       Product delivered with a manufacturing or quality defect

•       Product delivered damaged (broken or tampered packaging)

 

When Exchange Does Not Apply

•       Damage caused after delivery

•       Damage due to neglect, improper usage or wrong application

•       Personal dislike of product, fragrance or colour without proof of quality defect

•       Allergic or skin reactions

 

How to Request an Exchange

•       Step 1 – Raise a request: 
Contact our customer care team within 48 hours of delivery at care@itibygoodearth.com. Please provide your order number, date of transaction, delivery address and images of the defective item along with its packaging.

•       Step 2 – Await confirmation:
Our customer care team will investigate and revert within 2 working days.

•       Step 3 – Return the item:
Pack the product in its original packaging along with the invoice, labels, tags and any inclusions. We will organise a reverse pick-up at no additional charge from the address stated on your invoice.

•       Step 4 – Replacement dispatched:
Upon receipt and quality inspection at our warehouse, a fresh piece will be dispatched within standard shipping timelines.

Note: In the rare occurrence that a replacement piece is not available, a Credit Note will be issued for the full amount of the damaged product, valid for six (6) months from the date of issue and redeemable on our website.

 

RETURN POLICY (Credit Note)

A return resulting in a Credit Note is applicable only where a validated exchange request cannot be fulfilled due to unavailability of replacement stock, or in exceptional cases expressly approved in writing by our customer care team.

When a Return (Credit Note) Applies

•       Validated exchange request where no replacement stock is available

•       Any other case expressly approved by our customer care team in writing

When Returns Do Not Apply

•       Change of mind, personal preference or dislike of fragrance/colour

•       Allergic or skin reactions

•       Incorrect or incomplete shipping address provided by the customer

•       Three (3) failed delivery attempts or package refused by recipient

•       No cash refunds are permitted under any circumstances

Credit Note Terms

•       Valid for six (6) months from date of issue

•       Redeemable on our website only

•       Non-transferable and cannot be converted to cash

 

PRODUCT QUALITY COMPLAINTS

For product quality concerns beyond visible delivery damage, please contact our Customer Care at care@itibygoodearth.com within 7 days of delivery. Include your order number, product details, and supporting images or videos (including the back label showing batch details). Our team will acknowledge within 2 working days and guide you through the next steps, which may include sending the product to our factory for quality assessment. The overall process from pick-up to final response may take up to 3 weeks.

 

GOOD EARTH STORE PURCHASES

Products purchased at Good Earth stores cannot be exchanged or returned via our online channel, and vice versa. For store purchases, please contact the relevant Good Earth store or authorised distributor directly.

Warehouse / Returns Address
RUAR HIMALAYA PRIVATE LIMITED
Plot No. 8, Sector 4, Mathura Road, Ballabgarh -  
121004, Haryana

 

GENERAL TERMS & CONDITIONS

  • Orders once confirmed cannot be cancelled or amended.
  • Products bought online cannot be exchanged or returned to Good Earth stores or authorised distributor stores, and vice versa.
  • No refunds are entertained if the customer has provided a wrong or incomplete shipping address.
  • No refunds are entertained if there are 3 failed delivery attempts by our shipping agency and/or if the package is refused by the recipient.
  • Please ensure that the delivery received is in good condition and has not been tampered with before you sign off acceptance.
  • In case of a damaged package, please retain the original packaging (along with price tags, invoices, labels, etc.) until our team reviews it.

 

Disclaimer: All policies are subject to change without prior notice. In case of any conflict, Terms & Conditions Policy would prevail.