RETURN / REFUND POLICY
1. RETURN AND REFUND POLICY
1.1 Upon your order being delivered, if you no longer want the product(s) you have ordered, you may return it to our physical address (provided below) within 7 days of delivery at your own expense. To be eligible for a return, your item must be in the same condition you received it, unopened or unused and in its original packaging.
1.2 To start a return, you can contact us at jean@botanilab.co.za. Please include a copy of your receipt (or a note with your order #, name, email address, phone number) and your reason for returning the product(s). If your return is accepted, we’ll send you instructions on how and where to send your package or provide you with a return label. Items sent back to us without first requesting a return will not be accepted.
Please send any products for return or exchange to:
Address:
Western Cape
1.3 A refund takes up to 10 business days to be credited back to the original payment method. If you no longer have access to that payment method, then you have to contact the bank or agency for the original payment method to claim the funds, after the refund is sent.
You can always contact us for any return question at jean@botanilab.co.za
2. DEFECTIVE GOODS AND ADVERSE REACTIONS RETURN OR REFUND POLICY
2.1 Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. You can contact us at jean@botanilab.co.za so that we can evaluate the issue.
2.2 If you have received a product from us and found that the product is defective, please contact us at jean@Botanilab.co.za within 7 days of purchase. We will gladly collect the product at our own expense and provide you with a refund, replacement or store credit.
2.3 Some products sold on the website contain active ingredients and some of these ingredients may cause a mild irritation of the skin upon initial use thereof. We thus recommend doing a skin patch test on initial use. If You have developed a more severe reaction to any of these products supplied by us, please contact us at jean@botanilab.co.za. Refunds on products causing an adverse reaction will be judged on an individual basis.
3. Exceptions / non-returnable items
3.1 Products must have been purchased directly from us. We cannot accept returns of products purchased from other retail outlets. Please return those to the store where purchased.
3.2 Products must be returned within 7 days of delivery date.
3.3 We cannot accept returns or issue refunds on used products.
3.4 Original shipping and handling charges are non-refundable (if applicable).
3.5 Products specified as non-returnable or not for resale cannot be returned.
4. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
5. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.