Please read all the points listed below to avoid any confusion.
1. Once the Customer places an order on our website it cannot be modified. If the Customer wishes to cancel the order, they must do so before the order/products are dispatched from our warehouse.
2. Once if the order is shipped and in transit, cancellation can only be done in exceptional circumstances, upon receiving confirmation from our courier partner/company for the return of the shipment or after the shipment is returned to us at our warehouse and the order value will be refunded after deducting the applicable reverse shipping charges. The refund will be done within 15 days from the date of cancellation as store credit. This store credit can be claimed in future purchase from the website. This store credit cannot be clubbed with sale days, BOGO offers, or other coupon codes.
3. Products once sold are not liable for returns or exchange for any reason. Any complaints must be raised within 2 days of receipt of the product by the customer.
4. Exchange and returns can only be considered in exceptional and limited circumstances such as when goods are in an unusable condition due to damage during transit, or wrong product sent, or lost in transit, we will replace them with a new product as early as possible.
5. As some of our products are handmade and there are times due to climatic conditions or environmental issues, there could be delays in manufacture of the products and customers are requested to be patient as these are our normal procedure.
6. As soon as the shipment is received, customers are requested to check the contents and report to us any discrepancy in their order(s). Customers must record an unboxing video immediately upon receiving the package which will help us to resolve any issues in case your product is damaged or if items are missing from your order. This video must clearly show the condition of the packaging, as well as any damage or missing items. The unboxing video should be submitted to our customer service team within 48 hours of delivery for your return request to be processed. The video must be clear, unedited, and capture the entire unboxing process from start to finish, ensuring no items are removed or tampered with before recording. Returns or exchanges will only be considered if the video meets our requirements, and our team will review the footage to verify the issue. Please note that failure to provide a valid unboxing video as requested may result in your return or exchange request being denied.
7. Any damage to the shipment should be brought to our notice at the earliest with video evidence as stated above for us to take it up with the courier company.
8. All our packing in our warehouse is done under strict supervision under the eyes of camera. In case of any issues, we will check and if we find that we have sufficient evidence to prove that we have sent all the relevant products, we will not be liable for any loss of the products.
9. Earth Rhythm will be regularly sending Email/ WhatsApp/SMS updates regarding the orders received/shipped/shipping updates etc. So, we request our customers to keep the filters of your Email/WhatsApp/Phone settings appropriately so that you receive such Emails/WhatsApp/Messages from us. Earth Rhythm will not be responsible for such mails or messages not received in case of wrong set up of settings at the customers’ end.
10. The essence of online business is what you see, is what you get. Normally we send only the same visible products. However sometimes due to variance in light or location or due to climatic conditions, the colours might vary. However, the quality of the product will remain the same. Earth Rhythm is not responsible for any such variance in colour due to reasons beyond their control.
11. Earth Rhythm will be revising the product packaging/ containers etc from time to time to keep pace with the changing times. While we will definitely keep updating the same on a regular basis, sometimes there could be a lag because of which you can get an updated/ higher version product even before it is updated in the site.
12. All product or order related queries are to be raised only with our official customer support email: support@earthrhythm.com or our official contact number: +91- 9667797376. Instagram, Facebook, LinkedIn and other social media platforms are only a marketing medium and handled by a different team. While we try and address this to the extent possible in those social medias, referred above, customers are advised to raise the issues only with support@earthrhythm.com/+91-9667797376. We prefer to avoid discussing specific issues on social media platforms as every query requires time to check and resolve.
13. All queries are generally replied within 5 business days and if there is a delay, the customers will be informed, especially when external dependencies like checking with Payment Gateway / Courier partner / or any other agencies is to be done. These queries/exchange/return days are subjected to differ if there is a weekend, Festivals, Courier Company Strikes, National holidays etc.
14. Privacy: We never share your personal information with anyone. Sensitive information entered online is encrypted & transmitted using state of the art SSL (secure socket layers) technology. For more information, please refer to our Privacy Policy.
15. Animal testing: Some of our products alone are vegan (see ingredient lists to verify) and none are tested on animals.
16. These products being made with natural ingredients, are likely to react to environmental factors like heat, cold etc and may either solidify or become liquid. Though we take utmost care, these are factors beyond our control.
17. Although allergic reactions to our pure and natural ingredients are uncommon, we recommend testing our products first by using them on a small patch of skin for 24 hours. If redness or irritation develops, discontinue use. The information presented on this website is not meant to diagnose or treat any medical condition nor to replace the advice or care of a qualified health professional.
18. All disputes are subject to Haryana jurisdiction.
