Refund & Returns Policy

At Botanicala, we want our customers to have clear information about returns, exchanges, and refunds before placing an order. This policy explains when a product can be returned and how the return and refund process works.

1. 30-Day Return Policy

You may request a return within 30 calendar days after your order has been delivered.

To be eligible for a return, the item must:

  • Be unused and in its original condition.
  • Be returned with its original packaging whenever possible.
  • Include your order number or other proof of purchase.
  • Not have been damaged through misuse, improper storage, or accidental damage after delivery.

Items returned after the 30-day period may not be eligible for a refund.

2. Non-Returnable Items

For hygiene, safety, and product-condition reasons, we generally cannot accept returns of:

  • Used or partially burned candles.
  • Products damaged after delivery due to improper use, handling, or storage.
  • Clearance or final-sale items that were clearly identified as final sale at the time of purchase.
  • Gift cards, if applicable.

This does not affect your rights if a product arrives damaged, defective, or different from what you ordered.

3. How to Request a Return

Please contact us before sending any product back.

When contacting us, please provide:

  • Order number
  • Customer name
  • Product name
  • Reason for the return
  • Photos of the product if it is damaged, defective, or incorrect

Email: [email protected]

We normally review return requests within 2–3 business days. If your request is approved, we will provide instructions for returning the product.

Please do not send a return to an address other than the address provided by our support team.

4. Return Address

Approved returns should be sent to:

Botanicala
501 N Fresno St
Fresno, CA 93701
United States

Please wait for return instructions from our customer support team before shipping your order back.

5. Return Shipping Costs

The responsibility for return shipping depends on the reason for the return.

Botanicala covers return shipping when:

  • You received the wrong product.
  • The product arrived damaged.
  • The product has a verified defect.
  • The product does not match the item you ordered.

The customer is responsible for return shipping when:

  • You changed your mind.
  • You ordered the wrong product.
  • The return is based on personal preference.
  • You no longer want the product after delivery.

For customer-paid returns, we recommend using a shipping service with tracking. Botanicala is not responsible for return packages that are lost or damaged while being shipped back.

6. Refund Process

Once we receive your returned product, we will inspect it to confirm that it meets the return requirements.

If the return is approved:

  • The refund will be processed within 3–5 business days after inspection.
  • The refund will be sent to the original payment method used for the purchase.
  • Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear in your account.

If you do not see the refund after this timeframe, please first contact your bank or payment provider. You may also contact us for assistance.

7. Exchanges

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

When an exchange is approved, we will arrange a replacement when the same product is available.

If the original product is unavailable, we may offer a comparable replacement or a refund to your original payment method.

8. Damaged, Defective, or Incorrect Items

If your candle or scented wax product arrives damaged, defective, or different from what you ordered, please contact us within 7 days after delivery.

Please provide:

  • Order number
  • Description of the issue
  • Clear photos of the product
  • Photos of the shipping package, if the package was damaged

This information helps us review the issue and determine the appropriate solution.

9. Order Cancellation or Changes

Orders may be cancelled or modified within 24 hours after they are placed.

After an order has entered processing or has been shipped, cancellation or modification may no longer be possible.

If you need to cancel or change an order, please contact us as soon as possible.

10. Contact Us

If you have any questions about this Refund & Returns Policy or need help with a return, please contact us:
Email: [email protected]