Refund policy

Last Updated: April 11, 2026

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1. Overview

At Nil Manel Pvt Ltd, we take great care in hand-harvesting, drying, and packaging our sacred lotuses and herbs. Due to the consumable and perishable nature of our products, we have a limited return policy designed to protect both our customers and the integrity of our botanicals.

Please read this policy carefully before making a purchase.

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2. Eligibility for Returns

Due to health and safety regulations regarding dried botanicals and herbs, we accept returns only under the following circumstances:

Important: Due to the consumable nature of our products, we cannot accept returns for "change of mind" or personal preference. This is standard practice for dried herbs and botanicals.

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3. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong product, we will make it right.

Time Limit: You must contact us within 7 days of delivery.

What to do:

1. Take clear photos of:

   • The damaged product

   • The packaging (including the shipping box)

   • The shipping label

2. Email us at nilmanel.pvt.ltd@gmail.com with:

   • Subject line: "Damaged Item – [Your Order Number]"

   • Your order number

   • Attached photos

3. We will respond within 24–48 hours

Resolution:

• We will offer a full refund to your original payment method, OR

• We will send a free replacement (subject to availability)

No need to return damaged items – for health and safety reasons, we do not require you to ship back damaged botanicals.

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4. Wrong Item Received

If you receive a product different from what you ordered:

Time Limit: Contact us within 7 days of delivery.

What to do:

1. Email nilmanel.pvt.ltd@gmail.com with:

   • Your order number

   • Photo of the item you received

   • Photo of the packing slip (if available)

2. We will verify and respond within 24–48 hours

Resolution:

• We will send you the correct item at no extra cost, OR

• We will issue a full refund and you keep the wrong item (no return needed)

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5. Lost Packages

If your tracking number shows "Delivered" but you have not received your package:

Time Limit: Contact us within 7 days of the "Delivered" date.

What to do:

1. Check with neighbors, building management, or your local post office

2. Email nilmanel.pvt.ltd@gmail.com with:

   • Your order number

   • Tracking number

   • Confirmation that you have checked locally

Resolution:

• We will initiate a trace with Aramex

• If the package is confirmed lost, we will issue a full refund or send a replacement

• Please note: Traces can take 5–10 business days to complete

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6. Refund Process

Once your return request is approved:

Partial refunds may be issued in cases of:

• Items not in original condition (though we don't require returns)

• Discrepancies found during investigation

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7. Allergic Reactions

Due to the natural properties of Blue Lotus, White Lotus, Red Lotus, and other botanicals, some individuals may experience allergic reactions (e.g., pollen sensitivity).

We do not offer refunds for allergic reactions because:

• Allergen information is clearly stated on our product pages

• We recommend first-time users start with a small amount

• Individual sensitivities vary and cannot be predicted

If you have known allergies:

• Review our Allergen Information section before purchasing

• Perform a patch test or start with a very small quantity

• Consult a healthcare provider if you have concerns

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8. Non-Returnable Items

The following items cannot be returned or refunded:

• Any product after 7 days of delivery

• Products that have been opened or used (due to health/safety)

• Change of mind or accidental orders

• Products purchased during sale or clearance events (final sale)

• Gift cards (if offered in the future)

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9. Cancellation Policy

Before Shipping:

• You may cancel your order within 2 hours of placing it

• Email nilmanel.pvt.ltd@gmail.com with "CANCEL – [Order Number]" in the subject line

• Full refund will be issued

After Shipping:

• Once the order has been shipped, it cannot be canceled

• You will need to follow the return process for damaged/incorrect items only

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10. International Returns

Since we ship worldwide via Aramex, we do not require customers to ship items back for returns. This is because:

• Return shipping costs are often higher than the product value

• Customs clearance for returns is complicated

• Health/safety concerns for botanicals

Instead, we will issue refunds or replacements based on photo evidence as described above.

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11. Contact Information for Returns

For all return, refund, or damage inquiries:

📧 Email: nilmanel.pvt.ltd@gmail.com

💬 WhatsApp: +94 72 9840 227

📍 Business Address: 614/G-01, Maradana Road, Colombo 01000, Sri Lanka

Please include the following in your message:

• Order number

• Date of delivery

• Description of the issue

• Clear photos (for damage/wrong item)

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