Refund Policy
Because our sprays are handmade, small‑batch, and cannot be resold once opened or handled, we are unable to offer refunds on these items unless they arrive damaged, faulty, or incorrect.
This policy ensures product safety, freshness, and quality for all customers.
When We Can Offer a Refund
We will provide a refund if:
- Your order arrives damaged
- You receive the wrong item
- There is a fault with the product
In these cases, we cover return postage or provide a replacement where appropriate.
When Refunds Are Not Available
For hygiene and safety reasons, we cannot accept returns or offer refunds on:
- Sprays that have been opened
- Sprays that have been used
- Sprays that have been handled or removed from their sealed packaging
- Any handmade spray products that cannot be resold
How to Report an Issue
If your order arrives damaged or incorrect, please email us at support@burntorchidorganics.com within 7 days of delivery with the following:
- Your order number
- A photo of the issue
- A brief description
We respond within 24–48 hours.
Refund Processing
Approved refunds are issued to your original payment method.
Banks typically process refunds within 3–5 business days.
EU Customers
EU customers follow the same rules:
Refunds are only available for damaged, faulty, or incorrect items.
Dropshipped Products Some items in our store are fulfilled by trusted third‑party suppliers. These products follow standard return and refund rules and can be returned within 30 days to the supplier if unused and in original condition. Refunds for dropshipped items are processed once the supplier confirms the return.
