Refund policy

Our promise

We want you to love what you order. If something isn't right, we'll make it right, simply and quickly.

Changed your mind?

You can cancel your order and request a refund within 14 days of receiving it, for any reason. Just email us at botanicalhearth1@gmail.com with your order number.

In many cases we'll refund you without needing the item back. If we do ask you to return it, we'll send you the return address. Return postage for change-of-mind returns is at your own cost, and items should be unused and in their original packaging.

Damaged, faulty or not as described?

If your item arrives damaged, is faulty, or isn't what you ordered, please contact us within 30 days of delivery with your order number and a photo of the problem. We'll offer you a full refund or a replacement, whichever you prefer, and you won't pay anything for returns.

Cancelling before dispatch

If your order hasn't been dispatched yet, email us and we'll cancel it and refund you in full.

How refunds work

Refunds go back to your original payment method (card, Apple Pay, Google Pay or PayPal).
We process refunds within 14 days of approving your request.
Your bank or card provider may take a few extra working days to show the refund.

Your statutory rights

This policy is in addition to your rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, and does not affect them.