• Hay Charaf Residence C90 1ere Etage Marrakech, Maroc.
  • +212 664 551775
WHAT IS YOUR RETURN POLICY?

Return Policy

  1. We have a 100% Customer Satisfaction Policy. Products can be returned within two weeks of receipt of shipment for a refund on the cost of goods (less shipping charges and applicable restock fee), if returned intact. Similarly, all returns must be received by us within 15 business days to qualify for a refund.

    Please note that the following products are non-returnable, non-exchangeable, and non-refundable:

    • All sample products (smallest sku size of the product, ie. 5 ml or 15 ml Essential Oil)
    • Products on final sale or liquidation
    • All drum size products of 180 kg or greater
    • All unsealed organic products

  2. All subjective returns (where there has been no mistake on the part of NDA) will be assessed a 20% restocking fee, or a minimum of $10, whichever is greater.

  3. Returns authorized beyond the two-week period will be assessed a 30% restocking fee, or a minimum of $10, whichever is greater.

  4. If an error has been made by us on a written order, we will gladly pay for re-shipment. All errors arising from miscommunication on verbal orders will be the sole responsibility of the customer and they will be accountable for return freight. Please submit orders in writing whenever possible.

  5. All product returns require an authorization number. This R.A number must be clearly marked on the outside of the box. Boxes without this number may be refused at the cost of the shipper.

  6. All US returns are to be sent to our Distribution Center as indicated in the Return Authorization instructions provided by our customer service staff and must be shipped by ground service only. The statement 'Goods Returning to Manufacturer' must be stated on all packages together with the Return Authorization Number. Refunds will only be processed after inspection and assessment has been completed by our QC Department.

  7. All subjective returns must be returned unused and and in it's original packaging within 15 days. Due to storage conditions being outside of our control, there will be no exceptions to this policy. And since storage conditions are outside of our control, our retained samples will serve as the benchmark for quality related issues. In other words, if the retained samples have no quality issues, no returns will be considered after the 15 day period. If the returned merchandise is not received by us or if it is damaged, we are unable to issue a refund or credit. There is no refund on return freight.

  8. If the cost of a returned item is $5 or less, a credit will be applied to the customer's account. There will be no refund or replacement for that product.

  9. Refunds or credits for any reason can take up to 2 weeks to process, depending upon the volume of returns. From the date you receive our credit memo by email, refunds may take up to 8-10 business days for your financial institution to process before appearing on your statement.

  10. Refunds will be processed in the manner in which the order was paid. We require VOID cheque to credit the account if order is paid by ACH or Wire Transfer.

Ready to use Products Return Policy

  1. We have a 100% Customer Satisfaction Policy. Any item can be returned within two weeks of receipt of shipment for a refund on the cost of goods (less shipping charges and applicable restock fee), provided product is unopened and intact. Similarly, all returns must be received by us within 15 business days to qualify for a refund. Please note that items that are indicated as samples, final sale or liquidation cannot be returned, refunded, or exchanged.

  2. All subjective returns (where there has been no mistake from our end) will be assessed a 20% restocking fee, or a minimum of $10, whichever is greater.

  3. Returns authorized beyond the two week period will be assessed a 30% restocking fee, or a minimum of $10 whichever is greater.

  4. If an error has been made by us on a written order, we will gladly pay for re-shipment. All errors arising from miscommunication on verbal orders will be the sole responsibility of the customer and they will be accountable for return freight. Please submit orders in writing whenever possible.

  5. All product returns require an authorization number. This R.A number must be clearly marked on the outside of the box. Boxes without this number may be refused at the cost of the shipper.

  6. All returns are to be sent to our Canadian Warehouse for assessment. The statement 'Goods Returning to Manufacturer' must be stated on all packages. All returns must be shipped by ground Postal Service to avoid any customs and brokerage charges. If returned by any other shipping method, customers will be responsible for those charges.

  7. All subjective returns must be returned in saleable condition. Partially used products will not be credited. If we do not receive the merchandise or if it is damaged, we will not issue a refund or credit.

  8. Products that are returned due to quality issues will be refunded or credited ONLY after a quality control inspection is carried out on the returned item(s) as per our ISO 9001:2015 specifications. Any item that has been used, mixed, diluted or altered in any manner whatsoever will not be accepted for return, refund or credit. Similarly the cost of the return freight will only be refunded if the quality of the returned item(s) was deemed defective by our QA Department.

  9. Refunds or credits can take up to 1 month to process, depending upon the volume of returns. From the date you receive our credit memo by email, refunds may take 8-10 business days for your financial institution to process before appearing on your statement.

ATLAS BIO FARM stands behind the quality of our products. We believe that we can work together with our customers to make every purchase a positive experience. In the event you are not satisfied with your purchase or have any concerns, please contact us by phone at 1-571-473-9572, or via email at contact@atlasbiofarm.com

 within 15 days of receipt of product so that we can assist you.

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