Refund policy
Last Updated: February 4, 2026
1. Your Consumer Rights
Our goods come with guarantees that cannot be excluded under applicable consumer protection laws.
- You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
- You are entitled to have goods repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure.
- Nothing in this policy limits or excludes your statutory rights under applicable consumer protection laws.
2. 30-Day Change of Mind Return Policy
In addition to your statutory rights, Botanex offers a voluntary 30-day return policy for "Change of Mind" returns.
Eligibility Requirements:
- Items must be unopened, unused, and in original packaging
- Proof of purchase required (order number or receipt)
- Item must be returned within 30 days of delivery
- Return shipping costs are paid by the customer
- Item must be in resalable condition
How It Works:
- Contact us at support@mybotanex.com within 30 days of receiving your order
- Provide your order number and reason for return
- Receive return authorization and shipping instructions
- Ship the item back to us at your expense
- Receive refund once item is inspected and approved
3. Defective, Damaged, or Incorrect Items
We want you to be completely satisfied with your purchase. If you receive an item that is defective, damaged, or incorrect:
Your Rights:
- Inspect your order immediately upon reception
- If defective, damaged, or incorrect, contact us immediately
- Full refund or free replacement (your choice) for faulty items
- Return shipping covered by Botanex for defective, damaged, or incorrect items
What Qualifies:
- Products that arrive damaged during shipping
- Products with manufacturing defects
- Products that don't match your order (wrong item sent)
- Products that are materially different from their description
- Products that fail to meet acceptable quality standards
Timeline:
- Contact us within 7 days of delivery for damaged or defective items
- Provide photos of the damage or defect when possible
- We'll arrange for return or replacement immediately
4. How to Initiate a Return
Step 1: Contact Us
- Email: support@mybotanex.com
- Include your order number, item details, and reason for return
- Attach photos if item is damaged or defective
Step 2: Receive Authorization
- Our team will review your request within 1-2 business days
- If approved, you'll receive return authorization and detailed instructions
- You'll be provided with the return address and any necessary documentation
Step 3: Ship Your Return
- Package item securely in original packaging when possible
- Include all accessories, manuals, and free gifts that came with the product
- Ship to the address provided in your return authorization
- Keep your tracking number for reference
Important: Items sent back without prior authorization will not be accepted and may be returned to the sender at your expense.
5. Return Address
Once your return is authorized, ship items to:
Botanex
5830 East 2nd Street, STE 7000 #32525
Casper, WY 82609
United States
Note: Do not send returns to this address without first receiving authorization from our support team.
6. Refunds
Processing Timeline:
- Inspection: Once we receive your return, we'll inspect it within 2-3 business days
- Notification: You'll be notified by email once your return has been received and inspected
- Approval: If approved, refund will be processed to your original payment method
- Processing: Refunds are processed within 5-7 business days of approval
- Bank Processing: Additional time may be required depending on your bank or credit card company (typically 3-10 business days)
Refund Amount:
- Change of Mind Returns: Product cost minus original shipping fee (return shipping paid by customer)
- Defective/Damaged/Incorrect Items: Full refund, including original shipping
- Partial Refunds: May be issued for items returned not in original condition or missing parts not due to our error
Refund Method:
- Refunds are issued to the original payment method used for purchase
- Gift card purchases will be refunded as store credit
- If the original payment method is unavailable, alternative arrangements will be made
7. Exchanges
We currently do not offer direct exchanges. If you need a different product:
- Return the original item following our return process
- Place a new order for the item you want
- This ensures you receive your new item as quickly as possible
Exception: For defective or damaged items, we can expedite a replacement shipment while your return is in transit.
8. Exceptions / Non-Returnable Items
For health, safety, and hygiene reasons, the following items cannot be returned unless defective or damaged:
- Opened or used products (including supplements, vitamins, or botanicals)
- Perishable goods (if applicable)
- Personal care items that have been opened or used
- Items without original packaging or proof of purchase
- Gift cards or promotional items
- Sale or clearance items (marked as final sale)
Note: Even if an item falls into one of these categories, you are still entitled to a remedy under consumer protection laws if the product is faulty or defective.
9. Damaged or Lost Packages
Shipping Damage:
- If your package arrives visibly damaged, note this with the carrier upon delivery
- Take photos of the damaged packaging and product
- Contact us immediately at support@mybotanex.com
- We'll work with the carrier to resolve the issue and send a replacement
Lost Packages:
- If tracking shows your package as delivered but you haven't received it:
- Check with neighbors, building management, or household members
- Verify the delivery address on your order confirmation
- Contact us within 7 days if package cannot be located
- We'll initiate a carrier investigation and work to resolve the issue
10. International Returns
For international orders:
- The same return policy applies
- Return shipping costs are the customer's responsibility
- Customer is responsible for any customs duties or fees on returns
- Refunds will not include original international shipping charges (except for defective/damaged items)
- Contact us before shipping to ensure proper customs documentation
11. Restocking Fees
Botanex does not charge restocking fees for eligible returns, whether for change of mind or defective items.
12. Contact Information
Have questions about returns or need assistance?
Customer Support:
- 📧 Email: support@mybotanex.com
- 📍 Address: 5830 East 2nd Street, STE 7000 #32525, Casper, WY 82609, US
- ⏰ Response Time: Within 2-4 business days
Before You Ship: Always contact us first before returning any item. Unauthorized returns may not be accepted.
Disclaimer
The statements made regarding our products have not been evaluated by the Food and Drug Administration. Our products are not intended to diagnose, treat, cure, or prevent any disease.
This return policy does not affect your statutory rights under applicable consumer protection laws.
This Return and Refund Policy is effective as of the date listed above and applies to all purchases made through Botanex.
