RETURNS & REFUND POLICY
- First Botany Cosmeceuticals Online Returns Policy & Procedure
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may return any item in its original condition for a refund. Our 'goodwill' returns policy gives you 35 days to return or exchange an item bought online or in store with a valid receipt or parcel summary document, subject to Terms and Conditions. It is a discretionary policy so there are some exclusions.
Refunds will only be made against the original credit/debit/gift card used.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.
Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
- Damaged/Faulty/Incorrect Items
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us immediately by calling our Customer Service Team on 800-465-3690 (Monday - Thursday 9am - 8pm, Friday 9am - 6.30pm, Saturday 9am - 5pm, Sunday 10am - 4pm Excluding Bank Holidays.).
- The Return Process
If you have chosen a refund for your returned product, we will process the calculated refund within fourteen (14) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days from delivery to you or your notifying us of cancellation. You will receive email notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement on your Returns note, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.
Once we verify the purchase of the items in your return we will accept the return and process the refund. The verification process takes approximately around 3 to 5 business days.
The refund will be issued as soon as possible after the return has been accepted, directly to the Credit/Debit Card or PayPal account used for the original purchase and in the same currency.
Credit might not right away reflect into the bank account, however we estimate you will see the credit in your account approximately one week from when we processed the refund, this will depend however on the time required for banking procedures.
You will receive an email confirming the credit has been successfully issued and the total refunded sum, which will correspond to the full price of the items returned.
In case you have any questions or require assistance with your refund, please do not hesitate to contact our Customer Care.
- Changes/cancellations
If you wish to cancel or modify your order, please contact us as soon as possible. We will make every effort to accommodate your request. However, once an order has been submitted we cannot guarantee that the purchase can be cancelled or modified. Once you have received your online order, please refer to our return instructions included with your shipment. If you would like to purchase a different product, please visit our website or contact us on First Botany online.