Returns & Refunds

Returns & Refunds

At Botanical Balance, we want you to love your products. If you're not completely satisfied, we're here to help.

OUR 30-DAY SATISFACTION GUARANTEE

We offer a 30-day money-back guarantee on all products. If you're not happy with your purchase, you can return it within 30 days of delivery for a full refund or exchange.

ELIGIBILITY FOR RETURNS

To be eligible for a return, your item must be:
• Unused and in the same condition that you received it
• In the original packaging
• Returned within 30 days of delivery

Please note: For hygiene reasons, we cannot accept returns on opened skincare or wellness products unless they are faulty or damaged.

HOW TO INITIATE A RETURN

1. Contact us at hello@botanicalbalance.co.nz within 30 days of receiving your order
2. Include your order number and reason for return
3. We'll provide you with return instructions and a return authorization
4. Pack your item securely in the original packaging
5. Send it back to the address we provide

RETURN SHIPPING COSTS

• If the return is due to our error (wrong item, damaged, faulty): We'll cover return shipping costs
• If you're returning for another reason (change of mind, wrong size, etc.): You're responsible for return shipping costs

We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

REFUNDS

Once we receive your return:
• We'll inspect the item within 2-3 business days
• If approved, your refund will be processed to your original payment method
• Refunds typically appear within 5-10 business days, depending on your bank

Please note: Original shipping costs are non-refundable (unless the return is due to our error).

EXCHANGES

If you'd like to exchange an item for a different product:
• Follow the return process above
• Let us know which product you'd like instead
• We'll send the replacement once we receive your return
• If there's a price difference, we'll refund or charge accordingly

DAMAGED OR FAULTY PRODUCTS

If you receive a damaged or faulty product:
• Contact us immediately at hello@botanicalbalance.co.nz
• Include photos of the damage or fault
• We'll arrange a replacement or full refund (including shipping costs)
• You won't need to return the damaged item in most cases

NON-RETURNABLE ITEMS

For hygiene and safety reasons, we cannot accept returns on:
• Opened skincare or wellness products (unless faulty or damaged)
• Gift vouchers
• Sale or clearance items (unless faulty or damaged)

LATE OR MISSING REFUNDS

If you haven't received your refund after 10 business days:
• Check your bank account again
• Contact your credit card company (it may take time to process)
• Contact your bank (processing times vary)
• If you've done all of this and still haven't received your refund, contact us at hello@botanicalbalance.co.nz

CHANGE OF MIND

We understand that sometimes products aren't quite right. If you change your mind:
• You can return unopened products within 30 days
• You'll be responsible for return shipping costs
• We'll refund the product cost once we receive and inspect the return

QUESTIONS?

If you have any questions about returns or refunds, please contact us:
• Email: hello@botanicalbalance.co.nz
• We typically respond within 24 hours (business days)

We're committed to making your Botanical Balance experience as smooth as possible! 🌿