Refund and ~

Returns Policy

At Botana Glow, we believe beauty should feel effortless—from the products you choose to the support you receive after your purchase.

We are committed to creating a thoughtful customer experience and want you to feel confident every time you shop with us. If something isn’t quite right, we’re here to help with a clear and fair Refund & Returns process.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

 

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Need help?

Contact us at {email} for questions related to refunds and returns.

Our Promise

Customer satisfaction is an important part of the Botana Glow experience.

We understand that online shopping doesn’t always go exactly as planned. Whether you’ve received an incorrect item, a damaged product, or need assistance with an eligible return, our team will work with you to find the most appropriate solution.

Our goal is always to resolve concerns fairly, efficiently, and with care.

Return Eligibility

To be eligible for a return, requests must be submitted within 14 days of delivery.

Returned items must:

  • Be unused and unopened
  • Remain in their original condition
  • Include original packaging where applicable
  • Not show signs of use, damage, or alteration

For hygiene, safety, and product integrity reasons, certain beauty and personal care items cannot be returned once opened.

If you are unsure whether your item qualifies, please contact our support team before initiating a return request.

Damaged or Incorrect Orders

We take great care in preparing every order. However, if your order arrives damaged, defective, or contains the wrong item, please contact us as soon as possible.

To help us review your request quickly, please provide:

  • Your order number
  • A brief description of the issue
  • Clear photographs of the item received
  • Photographs of any visible damage and packaging, if applicable

To ensure the fastest resolution, damaged or incorrect orders should be reported within 48 hours of delivery.

Once reviewed, we may offer a replacement, store credit, or refund depending on the circumstances.

Refund Process

After we receive and review your return request, we will notify you of the outcome.

If approved:

  • Refunds are issued to the original payment method used during checkout
  • Processing typically begins within 5–10 business days
  • You will receive confirmation once the refund has been issued

Please note that banking institutions and payment providers may require additional time to process and post the refund to your account.

Unfortunately, these processing times are outside our control.

Exchanges

At this time, we do not offer direct product exchanges.

If you would like a different item, we recommend:

  1. Requesting a return for any eligible product
  2. Placing a new order for the desired item

For damaged or incorrect products, replacement items may be provided when appropriate and subject to availability.

Non-Returnable Items

For safety, hygiene, and quality assurance reasons, the following items are generally not eligible for return:

  • Opened beauty or personal care products
  • Used products
  • Items showing signs of wear or use
  • Final sale or clearance items
  • Gift cards
  • Promotional or complimentary items

Additional exclusions may apply where required by law or product-specific restrictions.

How To Request A Return

Starting a return is simple.

Step 1 — Contact Support

Reach out to our customer care team with your request.

Step 2 — Provide Order Details

Include:

  • Your order number
  • Product name(s)
  • Reason for the return
  • Supporting photographs if applicable
Step 3 — Await Return Instructions

Our team will review your request and provide the next steps if your return qualifies under our return policy.

Step 4 — Return Shipment

If a return is approved, you will receive instructions regarding packaging and shipment requirements.

Please do not send items back without prior authorization from our support team.

Contact Information

Need assistance?

Our customer care team is here to help.

Email: support@botanaglow.com

For the fastest response, please include your order number and a brief description of your request.

A Final Note

At Botana Glow, we believe that trust is built through transparency, thoughtful service, and attention to detail.

Thank you for choosing Botana Glow. We are committed to making every experience feel as refined, effortless, and beautiful as the rituals you create each day.