Refund Policy

Last updated: 07/06/2026

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 (where required), or
• we provide a replacement instead of a refund if preferred

When Refunds Are Not Available

For hygiene, safety, and product‑integrity 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 sealed packaging
• any handmade spray products that cannot be resold
• digital products (including downloads, assessments, or PDFs)

These items are non‑returnable and non‑refundable unless faulty.

How to Report an Issue

If your order arrives damaged, faulty, or incorrect, please email support@burntorchidorganics.com within 7 days of delivery.

Include:

• 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, though this may vary.

EU Customers

EU customers follow the same rules:

• refunds are only available for damaged, faulty, or incorrect items
• customs fees paid at delivery are non‑refundable

Dropshipped Products

Some items in our store are fulfilled by trusted third‑party suppliers.

For dropshipped items:

• they can be returned within 30 days if unused, unopened, and in original condition
• once your return is approved, we will provide the correct supplier return address
• refunds are issued once the supplier confirms receipt of the returned item

Processing times may vary depending on the supplier.