Refund policy

Returns (Online Orders)

Our return policy lasts 21 days. If 21 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it, and in its original packaging. We do not take back half-used bottles or used diffusers.

You may not cancel a confirmed order for change of mind after it has been delivered to you.

To complete your return, email team@kotanical.ie to request a return and provide your order number. Please do not send your purchase back to us without approval from our team.

Partial Refunds

There are certain situations where only partial refunds are granted, if applicable:

Any item not in its original condition, or that is damaged or missing parts for reasons not due to our error.
Any item returned after the 21-day window without prior approval from our team.

Refunds

Once your return is received and inspected, we will email you to confirm we've received your returned item, and to notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within a reasonable number of business days.

Late or Missing Refunds

If you haven't received a refund yet:

Check your bank account again.
Contact your credit card company — it may take some time before your refund is officially posted.
Contact your bank — there is often some processing time before a refund is posted.
If you've done this and still have not received your refund, contact us at team@kotanical.ie.

Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. To exchange a defective or damaged item for the same item, email team@kotanical.ie with your order number and a description of the defect to receive approval for exchange.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return once the returned item is received.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver, and they will be notified of your return.

Return Shipping

You are responsible for paying for your own shipping costs to return your item. Shipping costs are non-refundable — if you receive a refund, the cost of return shipping will be deducted from it.

Delivery time for an exchanged product to reach you may vary depending on your location.

If you are returning an item valued over €50, please use tracked shipping — we cannot guarantee that we will receive an untracked returned item.

Damaged Goods

You must report damage within 48 hours of delivery. Please inspect each item carefully and thoroughly upon delivery, or have your authorised recipient do so. Kotanical is not responsible for damage not reported within 48 hours of delivery.

Damaged goods can be returned by registered post — contact us for return details. Replacements for damaged goods will not be dispatched until the original item has been received by us.

This does not affect your statutory rights.

B2B / Wholesale Terms

Payment is required strictly up front.
All B2B/wholesale orders are made to order and cannot be returned once delivered.
We will replace faulty items.
No refunds are offered on made-to-order or custom B2B orders.

Discount Code Terms

Multiple discounts cannot be stacked on the same order.
Discounts cannot be applied to past orders.
No returns are accepted on sale items purchased using a discount.
Kotanical reserves the right to change or alter the terms of any discount offer at any time.
Restrictions may apply to item quantities on some offers.

Questions about a return or refund? Email team@kotanical.ie with your order number.