We want you to love what you receive from us. If something is not right, please reach out — we are a small team and we will work with you to make it right.
1. Cosmetic Product Notice
For health and safety reasons, opened or used cosmetic products cannot be returned or resold. Please review the product description, ingredient list, and size carefully before opening. Perform a patch test before applying to a larger area.
2. Return Window
- Returns must be requested within 14 days of the delivery date
- Products must be unopened, unused, and in their original packaging
- Proof of purchase (order number, email confirmation) is required
3. How to Request a Return
Please do not ship items back without contacting us first.
- Email info@botavinaherbs.com with your order number and the reason for return
- We will respond within 2 business days with return instructions
- Only returns pre-approved by us will be accepted
4. Return Shipping
- Customers are responsible for return shipping costs, unless the return is due to our error (wrong item, defective product)
- We recommend using a trackable shipping method — we cannot be responsible for returns lost in transit
- Original shipping charges are non-refundable
5. Refund Processing
- Once we receive and inspect the returned item, we will notify you by email
- Approved refunds are processed within 5 to 7 business days
- Refunds are issued to the original payment method used at checkout
- Depending on your bank or credit card issuer, it may take an additional 5 to 10 business days for the refund to appear on your statement
6. Damaged or Defective Products
If your product arrives damaged or is defective:
- Contact us within 7 days of delivery
- Include your order number and clear photos of the damage or defect, including the packaging
- We will offer a replacement, exchange, or refund at our discretion
- You will not be charged for return shipping
7. Wrong Item Received
If you received the wrong item, contact us within 7 days of delivery. We will send the correct item and provide a prepaid return label for the incorrect one.
8. Non-Returnable Items
The following are not eligible for return:
- Opened, used, or partially used products
- Products past the 14-day return window
- Sale, clearance, or final-sale items (if applicable)
- Items missing original packaging or labels
- Digital gift cards (if applicable)
9. Refused or Undeliverable Packages
Packages refused at delivery, or returned to us as undeliverable, will be treated as returns:
- Product cost will be refunded
- Original shipping charges are non-refundable
- Any return shipping costs charged by the carrier will be deducted from the refund
10. Exchanges
We do not currently offer direct exchanges. If you would like a different size or product, please request a return of the original item (per this policy) and place a new order for the item you want.
11. Sale of Personal Items
Products are for personal use only. Reselling of our products, in original or altered form, is not permitted.
12. Allergic Reactions
Because of the variability of individual skin sensitivity, allergic reactions are not eligible for refund unless the product is proven to be defective. Please always perform a patch test before use, and discontinue use if any reaction occurs.
13. Questions
For all return and refund questions, contact info@botavinaherbs.com.