Refund policy
We want you to be happy with your purchase from Alpine Botanicals Apothecary. Please review the following information regarding returns, exchanges, damaged products, and refunds.
30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
Because we sell skincare, soaps, botanical oils, and other personal-care products, returned products must be unopened, unused, and in their original packaging to be eligible for a return. Any protective seals, shrink wrapping, labels, or other original packaging must remain intact.
You will also need your order information or other proof of purchase.
Products that have been opened, used, tested, partially consumed, or otherwise altered after delivery cannot be returned for reasons of hygiene and product safety, except where the product arrived damaged, defective, or incorrect.
Starting a Return
To request a return or refund, please use our self-service Return/Refunds portal. Simply click “Return/Refunds” on our website or log in to your customer account and select the order you would like assistance with.
You will be prompted to sign in using the account or sign-in method associated with your purchase. From there, follow the instructions to submit your return or refund request.
Once your request has been reviewed and approved, you will receive further instructions regarding the return, including where and how to send your item.
Please do not send products back without first submitting a return request and receiving return instructions. Items returned to us without prior authorization may not be accepted.
If you have questions about a return or experience difficulty using the self-service portal, please contact us at contact@alpinebotanicals.co.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If an item arrives damaged or defective, or if you receive an incorrect product, please submit a request through our Return/Refunds portal as soon as possible so that we can evaluate the issue and make it right.
When submitting your request, please provide your order information and photographs of the product, packaging, and shipping materials when applicable. This information helps us determine what happened and resolve the issue as quickly as possible.
Please retain the damaged product and its original packaging until your request has been resolved, as photographs or additional information may be required.
Damaged, defective, and incorrectly shipped products are handled separately from ordinary returns and are not required to meet our unopened-product return condition.
Personal-Care Products & Non-Returnable Items
For health, hygiene, and product-safety reasons, we cannot accept ordinary returns of opened or used personal-care products, including soaps, creams, lotions, botanical oils, hair-care products, and other skincare or body-care products.
We also cannot accept returns of:
- Products with broken or removed protective seals or packaging
- Products that have been used, tested, altered, or partially consumed
- Custom or personalized products
- Gift cards
- Final-sale items, when clearly identified as final sale at the time of purchase
If you are unsure whether your item is eligible for return, please contact us before sending it back.
These restrictions do not affect requests involving products that arrived damaged, defective, or incorrect.
Natural Variations in Handcrafted Products
Many Alpine Botanicals Apothecary products are handcrafted using botanical oils, butters, herbs, extracts, clays, salts, minerals, and other naturally derived ingredients.
Because of the handmade nature of our products, slight variations in color, texture, scent, shape, weight, pattern, or appearance may occur from one product or batch to another.
Our handcrafted soaps, particularly those in the Alpine Signature Collection, may naturally vary in their swirls, layers, sculpted tops, mineral patterns, and other artistic details. No two artisan bars are expected to look exactly alike.
These normal handcrafted or naturally occurring variations are not considered product defects.
Skin Sensitivities & Allergic Reactions
Everyone's skin and sensitivities are different. Please review the complete ingredient list before purchasing or using a product, particularly if you have known allergies or sensitive skin.
We recommend performing an appropriate patch test before broader use of a new skincare or personal-care product.
Unfortunately, we cannot guarantee that a product will be suitable for every individual's skin or sensitivities, and an individual sensitivity or allergic reaction does not necessarily indicate that a product is defective.
If irritation occurs, discontinue use.
Exchanges
We do not process direct product exchanges.
The fastest way to receive a different product is to request a return for the eligible item you purchased. Once the return has been approved, you may place a separate order for the product you would prefer.
Returned products must meet the eligibility requirements described in this policy.
Return Shipping
For returns made because a customer changed their mind or no longer wants an otherwise eligible product, the customer is responsible for return shipping costs.
If we determine that an item arrived damaged, defective, or incorrect, Alpine Botanicals Apothecary will provide appropriate instructions for resolving the issue.
Original shipping charges are non-refundable except when required by applicable law or when the return results from an error on our part.
We recommend using a trackable shipping service when returning merchandise. We cannot issue a refund for an authorized return that does not reach us.
Refunds
We will notify you after we receive and inspect your return and let you know whether your refund has been approved.
If approved, the refund will be issued automatically to your original payment method within 10 business days.
Please remember that your bank, credit card company, or other payment provider may require additional time to process and post the refund to your account after we have issued it.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at contact@alpinebotanicals.co.