Refund policy
RETURNS/CANCELLATION POLICY
This returns/cancellation policy is to be read in conjunction with our website terms and terms & conditions for online sales here. For a summary of your cancellation rights, please read Annex 1, ‘Instructions for cancellation’. To let us know that you want to cancel your order with us, please contact our customer service team as set out in the ‘Contact Information’ section below.
Your rights before a product has been dispatched to you If you want to end your contract with us before the product is delivered to you and where we are not at fault and you have changed your mind about your purchase with us, contact our customer service team as set out in the ‘Contact Information’ section below to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided.
Your rights after a product has been dispatched to you. To be eligible for a return, your item must be in the same condition that you received it, unopened/unsealed and unused and in its original packaging. Please see the ‘refunds’ section below for more information. You’ll also need to keep the receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the products at all or within a reasonable time, we may not be able to refund you the price of the product/delivery.
Returns are at your own cost unless we offered free returns when you bought the product. We don't refund any extra you have paid for express delivery or delivery at a particular time.
You have to return the products to us within 14 days of your telling us you have changed your mind.
To start a return if you wish to cancel your contract with us, you can contact us at info@katoabotanicals.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@katoabotanicals.com.
Exceptions / non-returnable items – when you cannot change your mind about cancelling your contract with us
Certain types of products cannot be returned, like custom products (such as special orders or personalised items) and certain of our cosmetic products that have been opened and/or used for hygiene purposes, or sealed for health protection or hygiene purposes, once these have been unsealed and/or used after you receive them. This means you cannot change your mind about your order and receive a refund. Please get in touch with us via the ‘Contact Information’ below if you have questions or concerns about your specific product.
The deadline for changing your mind/cancelling the contract
You have the right to cancel or return your order no later than 14 days after the date the products were delivered to you, for any reason and without justification. As above, your products must be in the same condition that you received it, unopened/sealed, unused and in its original packaging.
If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.
Please get in touch with us via the ‘Contact Information’ below if you have questions.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We only refund standard delivery costs. We do not refund any extra you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have opened, used and/or damaged a product. If you handle the product in a way which is not acceptable, we reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not "as new". In some cases, no refund may be due if you have opened and/or used the product because the product has been sealed for health protection or hygiene purposes. Contact our customer service team as set out in the ‘Contact Information’ section of the Terms who can advise you on whether we are likely to reduce your refund.
When and how we refund you. If your products have not been delivered, we refund you as soon as possible and within 10 business days of you telling us you have changed your mind. If you are sending products back to us, we will notify you once we’ve received and inspected your products on return (or receiving evidence you have sent the products to us), and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. We do not charge a fee for the refund. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@katoabotanicals.com
CONTACT INFORMATION
To let us know you want to change your mind and cancel your contract with us, contact our customer service team by emailing us a clear statement, setting out your decision to cancel your order via email to info@katoabotanicals.com.
If you want to cancel your order with us, or have any questions about our returns/cancellation policy, please contact us in the following ways:
Email address: info@katoabotanicals.com
INSTRUCTIONS FOR CANCELLATION
You have the right to cancel your contract with us within 14 days of delivery of a product to you without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you, acquires physical possession of the products.
To exercise the right to cancel, you must inform us Katoa Botanicals LTD by emailing our customer service team at info@katoaboanicals.com between the hours of 9.00am – 5.00pm Monday to Friday of your decision to cancel your contract with us by a clear statement (e.g. a letter sent by e-mail). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
If you cancel your contract with us, we will reimburse to you all payments received from you, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any products supplied if the loss is the result of unnecessary handling by you, you have unsealed, opened and/or used the product.
We will make the reimbursement without undue delay, and not later than –
(a) 14 days after the day we receive back from you any products supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the products.
We will make the reimbursement using the same means of payment as you used for the initial order, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
You are responsible for sending back the products to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your contract to us. The deadline is met if you send back the products before the period of 14 days has expired.
You will have to pay the direct cost of returning the products.
You are liable for any diminished value of the products resulting from the handling other than which is necessary to establish the nature, characteristics and functioning of the products. You may not be eligible for a refund of the value of the products, if a product has been sealed for health protection or hygiene purposes, once these have been unsealed and/or used after you receive them.