Refund & Returns Policy

Thank you for shopping with Botanicala. We want every customer to feel confident when purchasing from our store. This Refund & Returns Policy explains our procedures for returns, refunds, exchanges, and order cancellations. Our goal is to make the process clear, transparent, and fair for every customer.

By placing an order on our website, you agree to the terms outlined below.

30-Day Return Policy

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

To qualify for a return, the item must:

Be unused and in its original condition.
Be returned with its original packaging whenever possible.
Include proof of purchase, such as your order number or confirmation email.
Not be damaged due to misuse, improper storage, or accidental damage after delivery.

Returns requested after the 30-day return window may not be eligible for approval.

Non-Returnable Items

Unless an item arrives damaged, defective, or incorrect, we cannot accept returns for:

Used or partially burned candles.
Products damaged after delivery due to improper handling or storage.
Clearance or final sale items clearly marked at the time of purchase.
Gift cards, if available.

How to Request a Return

Before sending any item back, please contact our customer support team.

Please include:

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

Email: [email protected]

Our team typically reviews return requests within 2–3 business days and will provide return instructions if your request is approved.

Please do not return products without receiving authorization from our support team.

Return Address

Approved returns should be shipped to:

Botanicala

501 N Fresno St
Fresno, CA 93701
United States

Please use this return address only after receiving confirmation from our customer support team.

Return Shipping Cost

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

Botanicala will pay the return shipping cost if:

You received the wrong item.
Your item arrived damaged during shipping.
Your item has a verified manufacturing defect.
The product received does not match your order.

The customer is responsible for the return shipping cost if:

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

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

Refund Process

Once your returned item is received, our team will inspect it to verify that it meets the return requirements.

If your return is approved:

Refunds will be processed within 3–5 business days after inspection.
Refunds will be issued to the original payment method used for the purchase.
Depending on your payment provider, it may take an additional 5–10 business days for the funds to appear in your account.

If your refund has not appeared after this period, we recommend contacting your bank or payment provider before reaching out to us.

Exchanges

If you receive a damaged, defective, or incorrect product, we will gladly arrange a replacement whenever inventory is available.

If a replacement cannot be provided, we may offer:

A comparable replacement product; or
A full refund to your original payment method.

Order Cancellation & 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 assistance, please contact us as soon as possible.

Damaged or Incorrect Orders

If your package arrives damaged or contains an incorrect item, please notify us within 7 days after delivery.

To help us resolve the issue quickly, please provide:

Your order number.
A description of the issue.
Clear photographs of the product.
Photos of the shipping package if applicable.

Our customer support team will review your request and work with you to provide an appropriate solution.

Our Commitment

At Botanicala, we believe that a transparent return policy is an important part of responsible customer service.

We are committed to:

Providing clear and easy-to-understand return procedures.
Reviewing every return request fairly.
Communicating with customers throughout the return process.
Processing eligible refunds promptly.
Continuously improving our products and customer experience based on customer feedback.

Our objective is to ensure that customers understand our policies before making a purchase and receive reliable support whenever assistance is needed.

Contact Information

If you have any questions regarding this Refund & Returns Policy or need assistance with an order, please contact us.