1. Overview

This Refund & Returns Policy explains when and how Natural Botanical Supply issues refunds, replacements, or other resolutions for orders placed through our Site. It forms part of our Terms and Conditions, and by placing an order you agree to this policy.

Because we sell natural botanical materials that cannot be restocked once opened, we cannot accept returns for change-of-mind reasons. We can, however, resolve genuine problems — damaged products, incorrect items, or significant description mismatches — quickly and fairly.

2. What’s Eligible for a Refund

• Damaged in transit — the product arrived physically damaged (crushed, torn packaging, leaking, or otherwise unusable)
• Wrong item received — you received a different product, size, or quantity than what you ordered
• Significant description mismatch — the product you received is materially different from what was described on the Site (not natural variation — see section 4)
• Missing item — part of a multi-item order did not arrive
• Lost in transit — package confirmed as lost by the carrier (see section 10)

All claims must be reported within 7 days of delivery (or of the expected delivery date for lost packages).

3. What’s Not Eligible

• Change of mind — you decided you no longer want the product after delivery
• Natural variation — the product looks slightly different from photos in color, texture, or size (this is expected — see section 4)
• Incorrect buyer assumption — the product does not match an assumption you made that was not stated in our description
• Opened or used products — any product where the packaging seal has been broken, unless the reason for return is a defect or damage
• Improper storage after delivery — damage caused by how you stored the product once it was in your possession
• Legal issues in your jurisdiction — the product is restricted or prohibited in your location and you ordered without verifying legality beforehand
• Seized by customs — packages held or confiscated by customs authorities in your country (see section 10)
• Late claims — reported more than 7 days after delivery
• Misuse of product — consumption or any use prohibited under our Terms and Conditions

4. Natural Variation vs. Product Defects

This is the most common source of confusion, so we want to be clear:

Natural botanical products vary between batches. Color, texture, particle size, aroma, and appearance can differ slightly from one batch to another because they are natural plant materials, not manufactured goods. Photos on our Site are representative — not exact replicas of the specific batch you will receive.

The following are not defects and are not grounds for a refund:

• Slight differences in color shade compared to product photos
• Variations in texture, fiber length, or particle size within a batch
• Natural aroma variations between batches
• Small variations in weight within industry-standard tolerance
• Presence of natural plant matter (small twigs, fibers, or bits of outer bark in whole-bark products)

The following are defects and do qualify for a claim:

• Contamination with foreign material (sand, plastic, insects, mold)
• Product is damp, clumping, or shows signs of moisture damage
• Product has been chemically treated or altered from its described state
• Product does not match the botanical species, form, or origin stated in the listing

5. How to Request a Refund

To file a refund or replacement claim:

1. Contact us at our contact page within 7 days of delivery
2. Include your order number in the subject line
3. Describe the issue briefly and clearly
4. Attach photographs showing the issue — the packaging as received, the product itself, and any damage or mismatch
5. If the issue is damage or wrong item, keep the original packaging until the claim is resolved (the carrier may require inspection)

We will acknowledge your claim within 2 business days and outline the next steps.

6. How We Process Claims

Once we receive your claim, we will:

1. Review the photographs and description of the issue
2. Compare against our internal batch and shipping records
3. Determine whether the claim qualifies under this policy
4. Respond with a decision within 3–5 business days

Depending on the nature of the claim, we may offer one of the following resolutions:

• Full refund — for lost, damaged, or wrong item claims
• Replacement shipment — sent at no cost to you for damaged or wrong items where replacement stock is available
• Partial refund — for claims where only part of the order was affected, or where a partial issue qualifies for partial compensation
• Store credit — offered at your preference in some cases, valid toward a future order

You choose between refund and replacement where both options are available.

7. Refund Timing & Method

Approved refunds are processed to the original payment method used for the purchase. We cannot refund to a different card, account, or third party.

Processing times after approval:

• Credit/debit card refunds — 5–10 business days to appear on your statement (timing depends on your bank)
• PayPal refunds — typically 3–5 business days
• Other payment methods — timing varies; we will advise at the time of approval

Refunds do not include customs duties, import taxes, or any fees charged by your bank or payment provider. Those are outside our control and are not refundable by us.

8. Physical Returns

In most cases, we do not require you to physically return the product. Because botanical materials cannot be resold once they leave our facility, we typically ask for photographs as documentation and issue a refund or replacement without requiring the product to be shipped back.

In rare cases — for high-value orders or where we specifically request it — we may ask you to return the product. In those cases:

• We will provide a prepaid return label where the claim qualifies under this policy
• Products must be returned in their original packaging
• Returns must be shipped within 7 days of our request

If you return a product without our prior written approval, we are not obligated to issue a refund, and we cannot guarantee the return will be received or processed.

9. Order Cancellations

You may cancel an order for a full refund if the order has not yet been processed or dispatched. To cancel, contact us as soon as possible after placing the order.

Once an order has been packed or handed to the carrier, it can no longer be cancelled. In that case, please wait for delivery and follow the refund process if there is an issue.

We reserve the right to cancel any order for reasons outlined in our Terms and Conditions — including suspected fraud, destination restrictions, or legal compliance concerns. If we cancel your order, you will receive a full refund.

10. Shipping-Related Issues

Lost in Transit

If tracking shows your package has not been delivered within 14 days of the expected delivery date and the carrier confirms it is lost, we will issue a full refund or ship a replacement, whichever you prefer.

For international orders, this window may be extended to 30 days to account for customs delays.

Held or Seized by Customs

We are not responsible for packages held, delayed, confiscated, or destroyed by customs authorities in your country. Orders that are seized due to import restrictions in your jurisdiction are not eligible for refund.

You are responsible for verifying that products you order are legal to import into your jurisdiction before placing an order.

Returned as Undeliverable

If a package is returned to us as undeliverable (incorrect address, refused delivery, unclaimed from a pickup point), we will contact you to arrange reshipment at your cost or refund the order minus shipping charges.

Carrier Damage

If your package arrives visibly damaged, please:

• Photograph the packaging before opening it
• Photograph the packaging and product after opening
• Contact us within 7 days

We will work with the carrier if required and resolve the issue with a refund or replacement.

11. Contact