The short version. Bought on Amazon UK? Go to Your Orders in your Amazon account, find the order and choose Return or replace items. Amazon issues the refund. If something is wrong with the product itself — a damaged jar, a seal issue, the wrong batch — email us at info@botaniqlabs.uk as well, because we want to know.
01How to return an order
Because your contract of sale is with the Amazon UK marketplace, returns are processed by Amazon:
- Sign in to Amazon and open Your Orders.
- Find the BOTANIQ LABS order and select Return or replace items.
- Choose the reason that fits — this matters, because it determines whether return postage is free.
- Follow Amazon's instructions to print the label or use a QR code drop-off, and keep your proof of postage.
You do not need to contact us first to start a return, and you do not need our permission. If the option is missing from Your Orders, contact Amazon customer service, or email us and we will help you chase it.
02The returns window
Amazon UK generally allows returns within 30 days of delivery for most items, which is more generous than the statutory minimum. Separately, the law gives you a 14-day cancellation right from the day you receive the goods (see section 7). The Amazon returns policy in force at the time of your order is the one that applies, and it is published on Amazon's own help pages.
Missed the window because of something outside your control, or because a fault only appeared later? Faults are a different matter entirely — see section 5, where the timescales are much longer.
03Unopened returns
Changed your mind? An unopened jar, with its outer seal and tamper-evident seal intact, can be returned within the applicable window for a refund. Please return it in a condition that allows it to be handled safely — original packaging where possible, and packed well enough to survive the journey back.
Where you are returning simply because you changed your mind, you are normally responsible for the cost of return postage. Amazon will tell you which applies before you confirm the return.
04Opened jars and hygiene
Food supplements are consumable goods with a tamper-evident seal, and for health and hygiene reasons an opened jar cannot be resold. This means the statutory 14-day cancellation right does not generally apply once the seal has been broken.
This does not affect your rights if something is wrong with the product. If a jar is faulty, contaminated, mislabelled, not as described, or was already damaged when it arrived, you are entitled to a remedy whether or not it has been opened — and you should not throw it away before contacting us, because we may need the batch number to investigate.
05Damaged, faulty or incorrect items
If your order arrives damaged, if the seal is broken on arrival, if you have been sent the wrong item, or if there is anything wrong with the jar or its contents, we want to hear about it directly as well as through Amazon.
Email info@botaniqlabs.uk with:
- your Amazon order number;
- the batch number printed on the base of the jar;
- a short description of the problem; and
- a photograph, if the issue is something you can see.
Batch traceability is the reason we document every production run, and a report from a customer is exactly the kind of thing it exists for. We will investigate, check the batch records, and get back to you. Return postage for a faulty or incorrect item is not your cost to bear.
06Refunds and timescales
Refunds are issued by Amazon to your original payment method. Amazon typically processes a refund within a few days of the return being received or scanned by the carrier, and your bank or card issuer may take a few days more to show it. Amazon will email you when the refund is issued, and the status is visible in Your Orders.
Where you are entitled to a refund, it covers the price you paid for the item and the standard delivery cost you paid, if any. Where you chose a premium delivery option, only the standard rate needs to be refunded.
We cannot issue refunds ourselves for Amazon orders, because we never received your payment — Amazon did. What we can do is help you escalate one that has stalled.
07Your statutory rights
Nothing on this page reduces the rights you have by law as a consumer in the UK. In summary:
- Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you generally have a 30-day right to reject for a full refund, and after that a right to repair, replacement or a price reduction.
- Consumer Contracts Regulations 2013. For most goods bought at a distance, you have 14 days from receipt to cancel without giving a reason, and a further 14 days to send the goods back. Sealed consumable goods are an exception once the seal is broken (see section 4).
- Consumer Protection Act 1987. Your rights in relation to defective products are unaffected.
These rights apply to your purchase regardless of which marketplace it was made on, and regardless of what any policy says.
08The A-to-z Guarantee
Orders placed on Amazon UK are covered by the Amazon A-to-z Guarantee, which protects you if an item does not arrive, arrives significantly different from its description, or a return is not resolved fairly. You can claim through your Amazon account. It is a genuine protection and we would rather you used it than were left out of pocket.
09What we handle directly
Some things are better handled by us than by a marketplace process. Email info@botaniqlabs.uk for:
- the Certificate of Analysis for the batch number on your jar, including older batches;
- questions about ingredients, sourcing, the extract, or suitability alongside a medication or condition — we will tell you plainly where the answer needs a pharmacist or doctor rather than us;
- reporting an adverse reaction, which we take seriously and record against the batch; and
- any quality concern about the jar, the seal, the label or the capsules.
We aim to reply within two working days.
10If you are still unhappy
Tell us. Email info@botaniqlabs.uk, set out what went wrong and what you would like us to do about it, and we will look at it properly.
If we cannot resolve it between us, you can get free, impartial advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk, and you can raise a claim through Amazon's A-to-z process. This does not affect your right to take the matter further.
See also our Terms & Conditions and Privacy Policy.