Returns Policy

1. Overview

We want you to love your purchase. If for any reason you’re not completely satisfied, you can return eligible items within 14 days of receipt for a full refund or exchange.

2. Eligibility

To be eligible for a return:

• Items must be in their original, unused, and resalable condition.
• All original packaging, accessories, and documentation must be included.

The following items are not eligible for return (unless faulty):

• Final sale or discounted items
• Items showing signs of use, damage, or missing components

3. Return Process

1. Email us at support@botancialmatrix.com within 14 days, including your order number and reason for return.
2. We’ll send customised return instructions — your return will be processed via Adstral Fulfilment.
3. Pack the item securely and ship it back to our return’s hub at:

Return Address (UK):
Botanical Matrix Limited
c/o Adstral Fulfilment
Groundwell Industrial Estate
Hargreaves Rd
Swindon, SN25 5AZ
United Kingdom

4. Return Shipping Costs

• Faulty or incorrectly shipped items: We cover return postage.
• Change of mind: You are responsible for return shipping costs (standard rate applies).

5. Inspection & Refunds

Once your return arrives at Adstral, it will be inspected within 3 business days. You will then be notified of the outcome:

• Accepted in original condition: Refunds will be issued to your original payment method within 5–7 business days.
• Faulty items: We’ll offer a full refund or replacement — your choice.
• Items not meeting return conditions: We will contact you. In some cases, a restocking fee may apply, or you can choose to have the item returned to you.

6. Exchanges

To exchange, request it in your return email, specifying the new item. Once your return is approved, we’ll process the exchange once the original item is received in good condition.

7. Faulty or Damaged Items

If your purchase arrives damaged or faulty:

• Email us with your order number, a photo of the issue, and tell us whether you’d prefer a refund or replacement.
• We’ll handle the return via Adstral and cover all shipping costs.

8. Your Legal Rights

Nothing in this policy affects your statutory rights under UK/EU consumer laws.