Refund, Returns & Cancellation

1. Retail Order Cancellation

Customers may request cancellation within 24 hours of order placement, provided the order has not already been dispatched or entered into a stage where cancellation is no longer reasonably possible.

2. Wholesale & Bulk Order Cancellation

Bulk and custom orders may involve sourcing, preparation, packaging, testing or documentation work. Once order-specific work has materially commenced, cancellation may be restricted according to the applicable quotation, Proforma Invoice or agreed commercial terms.

3. Returns

Because botanical raw materials can be batch-specific and may involve hygiene, handling, storage and traceability considerations, change-of-mind returns may not be accepted where permitted by applicable law.

Nothing in this policy is intended to exclude or restrict any mandatory consumer or statutory rights that cannot lawfully be excluded.

4. Damaged, Short or Non-Conforming Products

If an order arrives damaged, materially short, or materially inconsistent with the agreed product or documented order requirements, contact us promptly for assessment.

Where possible, provide photographs of the product, external packaging, labels, batch information and the issue identified.

5. Quality Claims

Quality claims relating to agreed specifications or documented batch information will be reviewed against the relevant product, order documents, available documentation and evidence submitted by the buyer.

Claims should generally be reported within 7 days of delivery so that the matter can be assessed while the shipment and packaging remain reasonably identifiable.

6. International Customs & Import Issues

International buyers are responsible for confirming the import requirements, permits, licences, registrations and taxes applicable in the destination country.

Where a shipment is rejected, delayed, seized or destroyed because of buyer-side import non-compliance, missing buyer permissions or unpaid destination charges, refund eligibility will depend on the circumstances, applicable law and the agreed commercial terms.

7. Refund Processing

Where a refund is approved, it will generally be processed to the original payment method within 7–14 business days, subject to bank and payment-provider processing times.

Third-party payment charges, bank charges or currency-conversion charges already incurred may not be recoverable.