Refund policy

SHIPPING AND REFUND POLICY - BOTANICAL MILAN

This policy applies to all purchases made on botanicalmilan.com. For any inquiries, please contact our customer support team at botanicalmilan@gmail.com.

1. PROCESSING AND SHIPPING TIMES

We work efficiently to ensure you receive your order as quickly as possible. Our delivery timeframes are divided into warehouse processing time and courier transit time:

  • Orders Destined for the United States (USA): All US orders are managed and shipped directly from our domestic USA warehouse. The processing and packaging time takes 1 to 3 business days, and the subsequent shipping transit time is 6 to 9 business days.

  • Orders Destined for the Rest of the World (International): The warehouse processing and preparation time takes 1 to 3 business days, and the estimated international shipping transit time is 7 to 12 business days (depending on the destination country and region).

Note: Shipping fees are automatically calculated at checkout based on the delivery address and order weight. Shipping fees are strictly non-refundable under any circumstances, as they are collected directly by the courier service at the time of dispatch.

2. CRUCIAL HYGIENE AND HEALTH EXCEPTION (EXCLUDED PRODUCTS)

Due to the intimate nature of our product (eyewear/devices designed for personal use in direct contact with the skin, ocular area, and facial fluids), this item is strictly classified as a personal care and hygiene good.

  • Unsealed / Used Items: For health protection and hygiene reasons, we do not accept returns or process refunds for any product if its packaging, protective seal, or original box has been opened, broken, or altered after delivery.

  • To be eligible for a standard return, the item must be in the exact same condition that you received it: completely unworn, unused, with all tags intact, with the factory safety seal unbroken, and in its sealed original packaging. You will also be required to provide a receipt or proof of purchase.

  • Items sent back to us without first requesting a return via email and receiving written approval will be automatically rejected.

3. 365-DAY STANDARD RETURN GUARANTEE (STRICT USAGE LOCK)

We offer a 365-Day Standard Return Guarantee, which is strictly conditional upon the fulfillment of the following real-world usage requirements:

To qualify for a refund under this guarantee, the customer must conclusively demonstrate that the product yielded no visible results despite correct and consistent use. It is mandatory to meet the following criteria:

  1. The refund request must be submitted within 365 days of the order's documented delivery date.

  2. The customer must demonstrate consistent product usage for a minimum of 12 consecutive weeks, strictly adhering to the recommended usage instructions.

  3. The customer must provide clear "before and after" photographs (with legible date/time stamps or metadata) that reasonably demonstrate a lack of improvement despite proper and consistent use.

  4. For the specific results guarantee promoted under the slogan "Banish Dark Circles in 365 Days or It’s Free", the user must additionally submit a brief video showing proper product application, along with 7 consecutive daily photos with time stamps to verify correct technical routine execution.

Refund Limitations Based on Account Age:

  • Due to payment processing system and banking limitations, direct refunds to the original payment method are only available for approved requests submitted within the first 6 months (180 days) from the original purchase date.

  • For any approved requests submitted between the 6-month mark (day 181) and the 365-day limit, the refund will be issued exclusively in the form of Store Credit (a digital gift card) for use on our website. This store credit does not expire.

4. CUSTOMS AND LOGISTICAL LIABILITY

  • Returned to Sender (Address Errors): We are not liable if a package cannot be delivered due to missing, incomplete, or incorrect destination information provided by the customer at checkout. No refunds will be issued for packages marked as "Returned to Sender" due to buyer error. If the customer wishes to reship the package to an amended address, they must pay a full reshipment fee.

  • Delays and Force Majeure: While we make every effort to meet the timeframes listed above, we rely entirely on third-party shipping couriers. We do not assume liability or accept costs resulting from delays caused by international customs inspections, severe weather conditions, labor strikes, holiday congestion, or carrier routing errors. Under these external logistical circumstances, no monetary refunds will be granted. If a courier loses a package or the official tracking indicates an incomplete delivery, our sole remedy will be a complimentary product reshipment, never a monetary refund.

5. SALE ITEMS AND GIFT CARDS

Regrettably, we cannot accept returns or provide refunds on items purchased from sale sections, discounted items, products bought using temporary promotional codes, or digital gift cards.

6. EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, the consumer has the right to cancel or return their order within 14 days, for any reason and without justification. However, in accordance with Article 16(e) of the EU Consumer Rights Directive (2011/83/EU), this right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery. Therefore, if the eyewear packaging has been opened, tested, or the box seal is broken, the 14-day cooling-off right is completely voided on hygienic grounds.

7. DAMAGED OR DEFECTIVE PRODUCT POLICY

If your product arrives with an obvious manufacturing defect or shipping damage, the customer is entitled to a complimentary replacement device within 365 days of delivery.

  • Monetary refunds are strictly unavailable for damaged goods; the sole remedy provided is a direct product replacement.

  • For approval, the customer must submit clear photo and/or video evidence showcasing the device's technical failure. This policy strictly excludes any damages resulting from drops, impacts, water exposure, or other forms of user-caused misuse.