Orders, Shipping & Returns FAQ

Refunds FAQ

You must contact us within 5 days of receiving your order.

Email support@botanixhair.com within 5 days of delivery. We’ll reply with the return address and instructions.

Please include:

  • A short explanation of why you’re requesting a return/refund
  • If the issue is an allergic reaction: medical documentation is required
  • Photo or video proof showing the shipping label attached to the returned package

Important: If you don’t provide a photo of the shipping label (or a video of the product being unwrapped), we can’t process a refund.

To be eligible:

  • Your request must be made within 5 days of delivery
  • The item must be unused, in original packaging, and in the same condition you received it
  • The item must be shipped back within 30 days of your purchase date
  • You must provide photo/video proof that the return was sent to the correct address, with the shipping label visible

Refunds are not offered for:

  • Returns sent after 30 days from the purchase date
  • Packages that can’t be delivered due to an incorrect or incomplete address provided by the customer (including missing apartment/suite numbers)
  • Packages that can’t be delivered because the customer didn’t provide a phone number (when required by the courier)
  • Items that are used, opened, or damaged due to misuse
  • Returns submitted without shipping-label photo/video proof

After we receive and inspect your return, we’ll email you with an approval or rejection.

If approved, refunds are sent to your original payment method within 5–10 business days.

Reshipment FAQ

We will only resend a package at no additional cost if the delivery failure was caused by the courier/delivery service, such as:

  • Mishandling
  • Misrouting
  • Loss in transit

If this happens, we will resend your order to the original shipping address for free.

If the delivery issue happened because the customer provided an incorrect or incomplete address, Botanix is not responsible for the failed delivery.

Examples include:

  • Missing apartment/unit/suite number
  • Wrong street name/number
  • Incorrect city/zip/postal code

If your order has already shipped and you:

  • request a resend to a different address, or
  • provided an incorrect/incomplete address

then these rules apply:

  • A $10 reshipping fee will be charged
  • The original package must be returned to our warehouse first before we can resend

This fee covers handling, processing, and reshipping due to the address change.

To confirm the original shipment is recovered and to prevent duplicate deliveries. Once the package is received back at our warehouse, we can process the reshipment.

Important Note

Botanix is not responsible for delivery failures caused by customer-entered address errors, including missing apartment or suite numbers. Please double-check your shipping address before placing your order.

Address Change FAQ

Yes, but only within a very short time. We process orders quickly to ensure fast dispatch.

All address change requests must be submitted within 2–3 minutes of placing your order. After that, your order enters fulfillment and we can’t make changes.

Once your order is in fulfillment, we’re unable to update the shipping address, cancel, or reroute the package.

We are not responsible for orders shipped to an incorrect address provided by the customer. Please double-check your shipping details (street, unit/apartment, city, postal code, and phone number if required) before placing your order.

Email us immediately at support@botanixhair.com with your order number and the correct address. Requests received after the 2–3 minute window cannot be guaranteed.

Order Cancellation FAQ

Yes, cancellations are possible within 30 minutes to 48 hours after placing your order, as long as your order has not entered fulfillment or shipping.

To be eligible for cancellation:

  • You must provide a valid reason for the cancellation, and
  • The order must not be in the fulfillment or shipping process yet.

After the cancellation window, we can’t cancel the order because it will likely be in fulfillment or preparing to ship.

Email support@botanixhair.com and include:

  • Your order number
  • A brief explanation of your reason for cancellation
  • The full name used to place the order

We’ll review your request and confirm whether cancellation is possible based on your order status.

If your order has already been fulfilled or shipped, it cannot be canceled.

If your cancellation is approved, your refund will be sent to your original payment method.

Processing time: typically 5–10 business days (if eligible).

For any questions regarding refunds or order issues, please do not hesitate to reach out to us at support@botanixhair.com.