Refund policy

OVERVIEW

At MarkNature, we are committed to providing reliable products, consistent quality, and professional customer service.

Our product portfolio includes specialty ingredients, raw materials, biological products, and chemical compounds for food, nutraceutical, pharmaceutical, cosmetic, agricultural, industrial, and research applications.

Due to the specialized nature of these products and the importance of maintaining product integrity, certain restrictions apply to returns, exchanges, and refunds.

This Refund & Return Policy applies to purchases made through our website unless otherwise specified in a written quotation, Proforma Invoice (PI), accepted Purchase Order (PO), or separate commercial agreement.

Nothing in this policy limits any rights or remedies that cannot legally be excluded.

SECTION 1 – RETURN ELIGIBILITY

Returns may be considered under the following circumstances:

  • Incorrect products were shipped.

  • Products arrived damaged or with compromised packaging.

  • Products are confirmed to be defective or materially inconsistent with the agreed specifications.

  • Other circumstances where a return is required by applicable law or expressly approved by MarkNature.

Due to product safety, quality control, contamination risks, and traceability requirements, we generally do not accept returns for change of mind, ordering mistakes, or products that are no longer needed.

All returns require prior authorization from MarkNature.

Please do not return products without contacting our customer service team.

SECTION 2 – NON-RETURNABLE PRODUCTS

Unless a product is defective, incorrectly supplied, or otherwise eligible for a remedy under applicable law, the following products are generally non-returnable:

  • Opened or partially used products

  • Customized or specially manufactured products

  • Special-order and made-to-order materials

  • Microorganisms and biological preparations

  • Enzymes and temperature-sensitive ingredients

  • Products requiring controlled storage conditions

  • Products with compromised packaging or traceability

  • Products that cannot be safely inspected, requalified, or resold

  • Bulk orders subject to separately agreed commercial terms

These restrictions help protect product quality, safety, and supply chain integrity.

SECTION 3 – DAMAGED OR INCORRECT SHIPMENTS

Customers should inspect shipments promptly upon delivery.

If a shipment arrives damaged, incomplete, or contains incorrect products, please contact MarkNature as soon as reasonably possible, preferably within 7 calendar days of delivery.

Please provide:

  • Order or invoice number

  • Product name and quantity

  • Description of the issue

  • Photographs of the product and packaging

  • Shipping label or delivery documentation, where relevant

We may request additional information to investigate the issue.

Where an error or shipping damage is confirmed and MarkNature is responsible under the applicable delivery terms, we will arrange an appropriate resolution, which may include replacement, refund, or another agreed remedy.

Failure to report an issue within seven days does not automatically exclude valid claims or statutory rights.

SECTION 4 – PRODUCT QUALITY CLAIMS

MarkNature aims to supply products that conform to the specifications expressly agreed for each order.

If you believe a product does not meet the agreed specifications, please contact us promptly after discovering the issue.

Quality complaints should include relevant supporting information, such as:

  • Product name and batch or lot number

  • Order or invoice reference

  • Description of the suspected nonconformity

  • Relevant COA or agreed specification

  • Analytical test results, if available

  • Storage and handling conditions

  • Photographs or retained samples, where appropriate

We may request additional documentation or samples to conduct a reasonable investigation.

Where appropriate, the parties may agree to testing by a qualified independent laboratory.

If a material quality nonconformity attributable to MarkNature is confirmed, we will provide an appropriate remedy in accordance with the agreed contract and applicable law.

SECTION 5 – SAMPLES AND TRIAL ORDERS

MarkNature offers selected products in small quantities for laboratory evaluation, research, formulation development, and trial applications.

Sample and trial-order purchases are generally non-refundable once shipped, except where products are defective, incorrectly supplied, or otherwise subject to a legally required remedy.

Customers are responsible for evaluating the suitability of samples before proceeding with commercial-scale purchases.

Differences in application performance caused by formulation conditions, processing methods, or customer-specific requirements do not automatically constitute a product defect.

Any agreement to credit sample costs toward a future bulk purchase must be confirmed in writing.

SECTION 6 – BULK AND CUSTOM ORDERS

Bulk orders, customized products, and special procurement arrangements may be subject to separate commercial terms.

Once manufacturing, sourcing, packaging, or shipment preparation has commenced, cancellation or modification may not be possible without additional costs.

For bulk transactions, the applicable quotation, Proforma Invoice, accepted Purchase Order, or written sales agreement will govern any specific cancellation, inspection, return, or refund conditions.

Where a pre-shipment sample approval procedure has been agreed, the customer should complete the required evaluation before authorizing the bulk shipment.

Approval of a sample does not waive expressly agreed product specifications or applicable legal rights.

SECTION 7 – ORDER CANCELLATIONS

Customers may request cancellation before an order has been dispatched.

Cancellation requests are subject to order status and any costs already incurred.

For standard in-stock products that have not been shipped or specially prepared, cancellation may generally be accepted.

For customized, special-order, or bulk products, cancellation may be subject to manufacturing, procurement, packaging, or other non-recoverable costs.

If cancellation is approved, any applicable refund will be calculated and communicated to the customer.

Orders that have already shipped are subject to the applicable return provisions of this policy.

SECTION 8 – REFUND PROCESSING

Once a refund has been approved, MarkNature will process it through the original payment method where reasonably possible.

Refund processing times depend on the payment method, financial institution, and payment service provider.

For approved refunds, we aim to initiate processing within 5–10 business days after the refund amount and eligibility have been confirmed.

Additional time may be required for the funds to appear in the customer's account.

For bank transfer transactions, refunds may be processed by bank transfer to an appropriately verified account.

Any applicable transaction charges, exchange-rate differences, or intermediary bank fees will be handled in accordance with the agreed commercial terms and applicable law.

SECTION 9 – SHIPPING COSTS AND RETURN FREIGHT

For returns caused by confirmed product defects, incorrect shipments, or errors attributable to MarkNature, we will cover reasonable return shipping costs where required by applicable law or agreed as part of the resolution.

For discretionary returns approved for reasons unrelated to product quality or supplier error, the customer may be responsible for return shipping, customs charges, and related expenses.

International returns must be coordinated with MarkNature before shipment.

Customers should not independently return chemical, biological, hazardous, or temperature-sensitive materials without receiving appropriate instructions.

SECTION 10 – INTERNATIONAL ORDERS AND CUSTOMS

International shipments may be subject to customs clearance procedures, import regulations, taxes, and duties.

Responsibility for shipping charges, import duties, taxes, and customs clearance is determined by the agreed delivery terms.

For orders shipped under DDP arrangements, the allocation of import-related costs and responsibilities will follow the applicable written agreement and delivery terms.

If a shipment is delayed, rejected, or returned because of incorrect consignee information, missing customer documentation, import restrictions, or other circumstances attributable to the customer, additional charges may apply.

Any refund or cancellation in such circumstances will be assessed based on the applicable commercial agreement, recoverable costs, and legal requirements.

SECTION 11 – STORAGE AND HANDLING RESPONSIBILITIES

Customers are responsible for following the recommended storage and handling conditions provided in applicable product documentation.

Products may require protection from moisture, heat, light, contamination, or other environmental factors.

MarkNature is generally not responsible for deterioration caused by improper storage, handling, repackaging, or unauthorized modification after the applicable transfer of responsibility.

This does not exclude liability for defects or breaches attributable to MarkNature before that transfer.

SECTION 12 – REPLACEMENTS AND ALTERNATIVE RESOLUTIONS

Where a product issue is confirmed, MarkNature may offer an appropriate resolution, including:

  • Replacement of the affected product

  • Refund of the eligible amount

  • Credit toward a future order, where mutually agreed

  • Another commercially reasonable solution accepted by both parties

Any remedy will be determined according to the circumstances, applicable law, and relevant contractual obligations.

Store credit will not be imposed as a substitute for a refund where a monetary refund is legally required.

SECTION 13 – DISPUTE RESOLUTION

In the event of any dispute arising from an order, return, refund, or product quality claim, the parties agree to first seek an amicable resolution through good-faith negotiations.

Any unresolved disputes shall be handled in accordance with applicable laws and any separately agreed written commercial terms.

SECTION 14 – CHANGES TO THIS POLICY

MarkNature may update this Refund & Return Policy to reflect changes in our products, services, operational procedures, or applicable legal requirements.

Updated versions will be published on our website with a revised effective date.

Changes will not retroactively remove rights or remedies arising under previously accepted orders or applicable law.

SECTION 15 – CONTACT INFORMATION

For return requests, refund inquiries, order cancellations, or product quality concerns, please contact:

MarkNature

Website: https://marknature.com

Email: info@marknature.com

Please include your order number and relevant product details to help us process your request efficiently.