Refund policy
Return and Refund Policy
Last updated: June 2026
At Botalique, we want you to be satisfied with your purchase. This policy explains your rights, our commitments, and the steps to follow to request a return, an exchange, or a refund.
1. Legal 14-Day Right of Withdrawal
If you are a consumer residing in France, Belgium, or the European Union, you are generally entitled to a right of withdrawal of 14 calendar days from the day following receipt of your order, without having to provide a reason.
To exercise this right, you must notify us of your decision through a clear statement sent by email to: support@botalique.com. Please include your name, email address, order number, and the items concerned.
After notifying us of your withdrawal within the legal deadline, you have an additional 14 days to return the relevant products to us.
2. 30-Day Commercial Return Period
In addition to your legal right of withdrawal, we offer a 30-day commercial return period after receipt of your order.
To be eligible for a return under this commercial period, the item must be in its original condition, unworn, unused, unwashed, with its tags, in its original packaging, and accompanied by proof of purchase.
This commercial period is in addition to your legal rights and does not replace or limit them.
3. Return Conditions
For a return to be accepted, the product must generally:
Be in the same condition as when received;
Not have been worn, used, washed, or damaged;
Retain all original tags and protective packaging;
Be in its original packaging where possible;
Be accompanied by a receipt or proof of purchase.
During the legal withdrawal period, you may handle and examine the product as you would in a store, only to the extent necessary to verify its nature, characteristics, and proper functioning. Excessive use may result in a reduction of the refund, where permitted by law.
4. How to Initiate a Return
To start a return request, contact us at: support@botalique.com, including your order number, the items concerned, and, if possible, the reason for the return.
Once your request has been reviewed, we will send you the return instructions and the applicable return address. Please do not send a product back without contacting us first.
We recommend using a tracked shipping method and keeping proof of postage. Without tracking proof, we cannot guarantee that the return will be processed if the parcel is lost in transit.
5. Return Costs
Our error, damaged product, or incorrect item: we cover the return costs or offer an appropriate solution.
Legal 14-day withdrawal without reason: the direct costs of return are your responsibility, unless we indicate otherwise or the law provides a different solution.
Commercial return between day 15 and day 30: return costs are your responsibility, unless we have agreed otherwise in writing.
6. Damaged, Incorrect, or Incomplete Items
Please inspect your order upon receipt. If an item is damaged, incorrect, incomplete, or not as described, contact us as soon as possible at: support@botalique.com.
To help us process your request quickly, please include your order number, a description of the issue, and, if possible, photos of the product and packaging.
Depending on the situation and in accordance with applicable law, we may offer a replacement, repair, store credit, or refund.
7. Product Reactions and Individual Results
As with any cosmetic or skincare product, results and reactions may vary from person to person.
If you experience an adverse reaction, stop using the product immediately and contact us at: support@botalique.com. We will assess the situation and offer an appropriate solution, which may include an exchange or a refund, even if the product has been opened.
8. Non-Returnable Items
Certain items cannot be returned, in particular where permitted by law:
Sealed products that cannot be returned for hygiene or health protection reasons, where the seal has been removed after delivery;
Personalised or made-to-order products;
Perishable products;
Gift cards and digital content already provided;
Hazardous goods, flammable liquids, or gases, where applicable.
If you are unsure whether a product is eligible for return, please contact us before placing your order.
9. Item Exchange
To exchange an item, please contact us first at: support@botalique.com.
Depending on the situation, we may ask you to return the current item through the standard procedure and then place a new order for the desired product. This method ensures product availability.
10. Refunds
Once your withdrawal request has been received, we will process the refund within a maximum of 14 days, in accordance with applicable law. We may however delay the refund until receipt of the returned product or until you provide us with proof of shipment.
Once the return has been received and inspected, we will notify you of the acceptance or rejection of the refund where necessary.
The refund will be issued via the original payment method used at the time of the order, unless otherwise agreed. Processing times may vary depending on your bank or payment provider.
If you have not received your refund after 15 working days following our confirmation, please contact us at: support@botalique.com.
11. Complaints and Contact
We strive to resolve issues directly with our customers. For any questions, return requests, complaints, or refund issues, please contact us at: support@botalique.com.
We will do our best to respond promptly and find a fair solution, in accordance with applicable law.
12. Seller Details
Company name: Botalique LTD
Trading name: Botalique
Company number: 17306756
Registered address: 167-169 Great Portland Street, London, England, W1W 5PF
Email: support@botalique.com