Returns & Refunds

We make every effort to fill your order correctly. If you are unsatisfied with any product, please let us know and we will do our best to rectify the situation.  Please review our Returns policy below:

Reasons for Returns:

  1. Products damaged in transit.
  2. Wrong Product.
  3. Incorrect Quantity.
  4. Unsatisfactory product/ quality.
  5. Product Safety: Allergen mislabeling, foreign contamination (over 2% by weight, Pest infestation when received).

Returns and Allowances:

  • Eco-Prima will accept return requests up to ten (10) business days from the day the product is received.
  • If your request is for an approved reason for the return, you will be issued an RMA (return Material Authorization) number. Returns will not be accepted without a prior complaint to Customer Service and an RMA number. Please post the RMA number on the return shipment. Complaints can be made by calling 914-930-8892 or e-mailing or via the Contact Us page on our website
  • Material must be returned in the original form or credit will not be issued. Repacked or custom-blended products cannot be returned.
  • For items 2 through 5, complaints must be brought to our attention within 10 days of receiving the product.
  • To receive credit for the returned item, Eco-Prima must receive your product within ten (10) business days of the RMA being issued. If we do not receive the goods within that time frame, your return will be at risk of cancellation, as well as any credit for the return.
  • After evaluating complaints, if we determine that it appears to originate from our process, we will request that the goods are returned. You will receive credit or a replacement. If we are at fault, we will cover the shipping costs for returns. Original Shipping and handling charges will not be refunded.
  • Returns are subject to a 15% restocking fee.
  • You must notify us immediately about shipments received damaged in transit. Please retain the original shipping cartons and note the damage on the Bill of Lading with the Driver’s signature and indicate the damage on the Delivery Receipt. If possible, please take pictures and forward to us.
  • We need to be notified immediately about any microbial contamination or pest infestation and this only applies for product received with infestation. While Eco-Prima has taken great measures to control pests, herbs, spices and botanicals – particularly organic material – are prone to insect infestation.  Therefore, refunds on pest infestation will only be made on the dollar value of the product and Eco-Prima will not be liable for any other expenses incurred as a result of infestation. 
  • We reserve the right to suspend shipment of some botanicals during the summer.
  • Eco-Prima will not accept returns due to Microbial contamination or Pest infestation if the product has been repacked, handled or blended at the customer’s facility. Please review our recommended Storage / Shelf Life guidance to keep your products safe.
  • Eco-Prima Tea reserves the right to change this policy without prior notice.