Politique de remboursement

1. eligibility for returns and refunds

We accept return or refund requests for most physical products within 60 days of delivery.

To be eligible for a return, your item must meet the following conditions:

  • Item must be unused and in the same condition as received
  • Item must be in original packaging
  • Must include proof of purchase (order number or receipt)

❌ Non-Returnable Items

Due to the nature of our products, the following items are not eligible for return or refund:

  • Opened or unsealed consumable products (including chewing gum / supplements)
  • Health & personal care items once opened
  • Gift cards
  • Final sale or clearance items
  • Any item not in its original condition or damaged due to misuse

👉 Important: For safety and hygiene reasons, any opened BotaneLabs product cannot be returned.

2. how to request a return or refund

To initiate a request, please contact our support team:

Email: support@botanelabs.com

Please include:

  • Your order number
  • Description of the issue
  • Photo evidence (if applicable)

📌 Do not return items without prior authorization. Unauthorized returns may not be accepted.

3. refunds

Once your return is received and inspected:

  • You will be notified via email
  • If approved, your refund will be processed within 5–10 business days

Refunds are issued to your original payment method.

💰 Important Notes:

  • Shipping costs are non-refundable
  • Refunds apply to product cost only, unless:
    • Item is defective
    • Item arrived damaged
    • Wrong item was sent

4. exchanges

We only replace items if they are:

  • Defective
  • Damaged upon arrival
  • Incorrect item received

Requests must be submitted within 7 days of delivery.

5. late or missing refunds

If you haven’t received your refund:

  1. Check your bank account again
  2. Contact your payment provider
  3. Wait standard processing delays

If still unresolved after 10 business days, contact us at info@trynorviahealth.com

6. shipping, delivery & returned packages

Customers are responsible for return shipping costs unless the product is defective or incorrect.

 

📦 Undeliverable Packages

 

If a package is returned due to:

  • Incorrect address
  • Failed delivery attempts
  • Refusal of delivery

We reserve the right to:

  • Charge a restocking fee
  • Deduct original shipping costs from any refund

7. international orders

For international orders:

  • Duties, customs fees, and import taxes are non-refundable
  • Customers are responsible for return shipping unless item is defective

8. disputes & chargebacks

Before filing any dispute or chargeback, you agree to contact us first.

We are committed to resolving all issues in compliance with:

  • Shopify Payments
  • Stripe
  • PayPal

⚠️ Filing a chargeback without prior contact may delay resolution.

9. changes to this policy

We reserve the right to update this policy at any time. Changes will be posted on this page with the updated date.

10. contact information

Norvia Recovery LLC
Email: support@botanelabs.com