Returns & Refunds
Every product purchased from Botanica Vera may be returned within 30 days of receipt, with no obligation to justify the decision. This section outlines the regulations, the required actions, the financial responsibilities, and the refund timeframes.
Conditions
Returns are allowed within exactly 30 days of receipt, only if the products are in their original commercial condition, with intact factory protective stickers, seals, and caps, and with no signs of tampering with the bottles or tubes.
Item return procedure
- Sending a cancellation notice: Submit a written request to the customer support email address, stating the order number and the bank account (IBAN) for the refund of the amount paid.
- Receiving confirmation and address: Wait for a response with approval and specific instructions for sending the item to the logistics center in Bulgaria.
- Packing and handing over the shipment: Pack the items securely with their original factory protective seals and hand the package to a courier for transport to the specified address.
- Inspection of the shipment and payment: After checking that the hygienic integrity of the goods has not been compromised, the order value is refunded by bank transfer within 3 to 10 business days.
Who pays return shipping
If a factory defect, transport damage or discrepancy with the order is found, courier costs are fully covered by us through a prepaid document or a requested pickup. In case of a simple refusal, the logistics cost is covered by you, without us charging any additional administrative fees.
Refund timing and method
Funds are transferred within 3 business days after a positive assessment during the inspection of the returned product. Amounts for orders paid by cash on delivery are refunded to a bank account provided by you, while direct transfers are returned to the same source. Standard bank processing takes between 1 and 5 business days.
Protocols for specific cases
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Delivery of the requested item with simultaneous replacement of the incorrect one | None |
| Parcel lost | Reshipment or full refund after an official courier report | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full financial refund of the item's value | Return shipping only |
Exchanges
If a replacement with a different variant or formula is needed, we recommend returning the available item and placing a separate new order, with the funds paid out immediately after the warehouse confirms receipt. If the correction is due to our mistake, the subsequent delivery is carried out free of charge for you.
Cancelling an order
An order can be canceled free of charge up until it is handed over to the courier. All that is needed is a message to [email protected] with the reference number. After physical dispatch, the standard complaints procedure applies.
Questions about this policy
Contact our team at [email protected] or by phone at +359 533 928 165 during Mon-Fri 10:00 - 18:15. We process every inquiry within one business day.
- Merchant
- Ботаника Вера ЕООД
- Registered address
- ул. "Индустриална" 19, 8000 Бургас, България
- [email protected]
- Phone
- +359 533 928 165
- Working hours
- Mon-Fri 10:00 - 18:15
- Registration
- ЕИК: 921858076