Returns and refunds

At Botani Tallow we want your products to reach you in the best possible condition. This policy governs returns and refunds for purchases made by consumers in our online shop, without limiting the rights granted by applicable law.

Who is responsible

Pili Borra Cuinatura · NRT F-009447-H

Callissa Ciutat Valira, 1 · AD500 Andorra la Vella · Principality of Andorra

Contact: [email protected]

1. Cancellation period

You have 14 calendar days from receiving your order to tell us that you wish to cancel the purchase, without giving any reason. If the products in a single order are delivered separately, the period starts when you receive the last one.

Once you have told us you are cancelling, you must send the products back within the following 14 calendar days. It is enough to send them before that period ends.

2. Condition of the products and hygiene

To return a cosmetic because you have changed your mind, keep it in the condition in which you received it: unopened, unused and with its safety and hygiene seals intact.

The right to cancel does not apply to cosmetics delivered sealed which have been unsealed after delivery and which, for health protection or hygiene reasons, are not suitable for return.

Opening the shipping box is not the same as removing the product’s hygiene seal. Nor does damage to the packaging, on its own, mean that you lose the right to cancel.

Gift cards are excluded from the right to cancel.

These conditions do not affect claims for products that are faulty, damaged in transit or sent in error.

3. How to return an order

Tell us your decision at [email protected], including, to help us process it:

• Your full name.
• The order number or any detail that identifies the purchase.
• The products you wish to return.
• A way to contact you.

We will send you the return instructions. Pack the products properly to protect them and keep your proof of postage. We recommend using a service that provides proof of sending and delivery.

4. Return costs

When you cancel, the direct cost of sending the products back is paid by the customer, provided you were informed of this before the purchase.

If the return is due to a fault, damage during delivery or an error on Botani Tallow’s part, we will cover the costs needed to resolve the issue.

We do not charge any penalty or handling fee for exercising the right to cancel.

5. Refunds

If you cancel the whole order, we will refund the amount you paid, including standard delivery costs. If you chose a more expensive delivery method, the extra cost over the cheapest standard option offered will not be refunded.

The refund will be made without undue delay and within 14 calendar days of receiving your notice of cancellation. We may withhold it until we have received the products or you have supplied proof of having sent them back, whichever is earlier, unless we have offered to collect them.

We will use the same payment method as for the purchase, unless you expressly agree to another method that involves no cost to you. We will not replace the refund with a voucher without your consent.

For partial returns, we will refund the amount for the products returned and any delivery costs legally due.

6. Damaged, faulty or incorrect products

If you receive a product that is broken, leaking, faulty or different from what you ordered, contact [email protected] as soon as possible. To help us review it, give the order details and describe the problem; if possible, attach photos of the product and the packaging.

These claims will be handled under the rules on lack of conformity, with the remedies provided by law, including replacement, a price reduction or termination of the purchase with a refund.

Opening a product as needed to discover a fault does not prevent you from making a claim. The hygiene exclusion for returns does not remove the legal guarantee.

7. Legal rights and complaints

Nothing above limits your rights under applicable consumer law. If you are not happy with how we have resolved an issue, write to us first at [email protected] and we will look into it again.

Every jar carries its batch number, so we can trace exactly which production run it came from and check what happened.

Updated · October 2026