Return & Refund Policy

At The Botanistry, we want you to feel confident about every product you purchase from us. If there is an issue with your order, we’re here to help.

1. Returns

Due to the personal nature and hygiene considerations associated with skincare products, we generally do not accept returns or exchanges for products that have been opened, used, or tested.

However, we will gladly assist you if:

• You received a product that is damaged or broken.
• You received the wrong product.
• Your order is missing a product.
• You received a product that appears to have a manufacturing defect.

To be eligible for a return or replacement, please contact us within 48 hours of delivery.

We may ask you to share photographs or videos of the product, packaging, shipping label, and the issue so that we can assess it and resolve it quickly.

2. Damaged or Incorrect Orders

We take great care while packing every order, but sometimes products may be damaged during transit.

If your order arrives damaged, please:

1. Take clear photographs/videos of the package and product before disposing of any packaging.
2. Contact us within 48 hours of delivery.
3. Share your order number along with the photographs/videos.

Once we review the issue, we may offer a replacement or refund, depending on the circumstances.

If you have received an incorrect product, we will arrange for the appropriate resolution at no additional cost to you.

3. Products That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns of products that have been:

• Opened or used.
• Tested or applied.
• Damaged after delivery due to improper handling or storage.
• Returned without prior approval from The Botanistry.

We also cannot accept returns simply because you have changed your mind or do not like the texture, fragrance, colour, or feel of a product after opening or using it.

We encourage you to read the product information and ingredient list carefully before purchasing. If you have any questions about a product, please contact us before placing your order and we’ll be happy to help.

4. Refunds

If your refund is approved, we will initiate the refund to your original method of payment.

The time taken for the refund to reflect in your account may vary depending on your bank, payment provider, or card issuer.

Shipping charges, if applicable, may not be refundable unless the return is due to an error on our part, such as an incorrect or defective product.

5. Replacement

Where appropriate, we may offer a replacement instead of a refund.

Replacement products are subject to availability. If the same product is unavailable, we may offer an alternative resolution, including a refund.

6. How to Request a Return or Refund

To request a return, replacement, or refund, please contact us at experience@thebotanistry.com with:

• Your order number.
• Your name and contact details.
• A description of the issue.
• Clear photographs/videos of the product and packaging, where applicable.

Please do not send a product back to us without first contacting our customer support team and receiving confirmation.

7. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Once an order has been processed or shipped, cancellation may no longer be possible. In such cases, the order will be subject to the terms of this Return & Refund Policy.

8. Our Commitment

Every product we create at The Botanistry is made with care, and we want your experience with us to be just as thoughtful.

If something hasn't gone right with your order, please reach out to us. We will review the situation fairly and do our best to find the right solution.

Contact Us

For any questions regarding returns, replacements, or refunds, please contact:

The Botanistry
Email: experience@thebotanistry.com

Last updated: 26/08/2026