Thank you for shopping with us. We value your business and want you to have a clear understanding of our refund and returns process.
This Refund and Returns Policy explains when returns, replacements, refunds, and order cancellations may be accepted.
1. Eligibility for Returns
Because our products include botanical and research materials, we cannot accept returns of products that have been opened, used, altered, contaminated, or otherwise handled after delivery.
To be eligible for a return, the product must:
- Be unused and unopened.
- Remain in its original packaging.
- Be returned in the same condition in which it was received.
- Include the original order information where applicable.
- Be returned within 14 days of delivery.
We reserve the right to refuse a return if the product does not meet these conditions.
2. Damaged or Incorrect Orders
If your order arrives damaged, defective, or contains an incorrect product, please contact us as soon as possible.
We recommend contacting us within 48 hours of delivery and providing:
- Your order number.
- A description of the issue.
- Clear photographs of the package and product.
- Photographs showing any visible damage.
After reviewing the information, we may offer a replacement, store credit, or refund where appropriate.
3. Products Damaged During Shipping
If your package appears to have been damaged during transportation, please document the condition of the package before opening it whenever possible.
Contact our customer service team with photographs and your order information. We will review the circumstances and determine the appropriate resolution.
Shipping damage claims may require additional information from the carrier.
4. Incorrect Items
If you receive an item that differs from the product ordered, contact us before returning the item.
After verification, we may arrange for the incorrect product to be returned and provide the correct product or another appropriate resolution.
Do not open or use an incorrectly supplied product if you believe it was sent in error.
5. Refunds
Once an eligible return has been received and inspected, we will notify you whether your refund has been approved or declined.
Approved refunds will generally be issued to the original payment method.
The time required for the refund to appear in your account may depend on your payment provider or financial institution.
6. Non-Refundable Situations
Refunds may not be available for:
- Products that have been opened or used.
- Products returned after the applicable return period.
- Products damaged after delivery through customer handling.
- Products returned without prior authorization where authorization is required.
- Orders where the customer provided an incorrect shipping address.
- Products that have been altered, contaminated, or repackaged.
- Situations where applicable law prevents a return or refund.
Natural variations in botanical materials, including differences in color, texture, aroma, size, or appearance, do not automatically constitute a product defect.
7. Order Cancellations
If you need to cancel an order, contact us as soon as possible after placing the order.
Cancellation requests can only be accepted before the order has been processed or shipped.
Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible. In such cases, the standard return policy may apply if the order is eligible.
8. Return Shipping
Unless an item was sent incorrectly or arrived damaged or defective, the customer may be responsible for return shipping costs.
We recommend using a trackable shipping service when returning an eligible item. We cannot guarantee receipt of a returned package that cannot be tracked.
9. Refund Processing
After an approved return has been inspected, refunds are normally processed within 5–10 business days.
Your bank or payment provider may require additional time before the funds appear in your account.
If you have not received an approved refund after the expected processing period, please contact customer support.
10. Exchanges and Replacements
Where appropriate, we may offer a replacement instead of a refund for products that arrive damaged, defective, or incorrect.
Replacement availability depends on product availability and applicable laws and regulations.
11. Lost or Undelivered Packages
If tracking information indicates that a package has been delivered but you cannot locate it, please first check with household members, building management, neighbors, and the carrier.
If the package remains missing, contact us so we can review the available shipping information.
For packages lost during transportation, we may work with the shipping carrier to investigate the shipment.
12. Incorrect Shipping Address
Customers are responsible for providing an accurate and complete shipping address at checkout.
If an order is returned because of an incorrect or incomplete address supplied by the customer, additional shipping charges may apply if the order is eligible for reshipment.
If the order cannot be reshipped or returned under this policy, a refund may be reduced by applicable shipping or processing costs.
13. Compliance With Applicable Laws
Customers are responsible for ensuring that their purchase, possession, shipment, and use of any product complies with all applicable federal, state, and local laws and regulations.
We reserve the right to cancel an order where necessary to comply with applicable laws, regulations, payment-provider requirements, shipping restrictions, or other legitimate compliance requirements.
14. How to Request a Return or Refund
To request a return or refund, contact our customer service team with:
- Full name.
- Order number.
- Product name.
- Reason for the request.
- Photographs where applicable.
Please wait for return instructions before sending a product back.
15. Policy Changes
We may update this Refund and Returns Policy from time to time to reflect changes to our business practices, products, payment services, shipping requirements, or applicable laws.
The updated policy will be published on this page with the revised date.
16. Contact Us
If you have questions about this Refund and Returns Policy or need assistance with an order, please contact our customer service team through the contact information provided on our website.
We will review eligible requests and work to provide a fair resolution consistent with this policy and applicable law.