Refund policy
Return & Refunds Policy
Last updated: 15 May 2026
Botaniko's returns and refunds policy is shaped by the nature of our product range. WiskTea Recipe Kombucha is a live, naturally fermented beverage — perishable, temperature-sensitive, and not resaleable once it leaves our cold-chain network. Ratusan products are food-grade nutritional supplements, beverages, and personal-care items governed by Singapore Food Agency (SFA) and Health Sciences Authority (HSA) standards that prohibit resale of opened consumables and personal-care items.
Our policy protects customers against damaged, defective, or incorrect deliveries while maintaining food and product safety for everyone. Because our products are food-grade, perishable, and live-cultured, we are unable to accept change-of-mind returns once an order has been dispatched. This is a Singapore food-safety reality — returned consumables and opened personal-care items cannot legally be resold. If you have any doubt about a product before ordering, please reach out — we would rather help you choose well than handle a return.
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QUICK REFERENCE
Damaged on arrival (broken, leaking, compromised): Eligible. Resolution: store credit, replacement, or partial credit — your choice.
Incorrect product or flavor received: Eligible. Resolution: replacement at no extra cost.
Defective product (e.g. spoilage on receipt): Eligible. Resolution: store credit or replacement.
Change-of-mind or no longer wanted: Not eligible. Orders cannot be returned after dispatch.
Opened or partially consumed items: Not eligible. Food safety prevents resale.
Subscription cancellation: Available after the 3-order minimum. Self-serve via your account portal.
Order cancellation before dispatch: Eligible where possible. Contact us via WhatsApp immediately.
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WHAT CAN BE RETURNED
We accept returns only for the following three situations.
1. Damaged on arrival
If your order arrives with visible damage from transit — broken bottles, leaks, crushed packaging, or compromised seals — you are eligible for resolution. Damaged on arrival means damage that occurred in transit and is visible on receipt. It does not include damage arising after the parcel was left at the address, quality issues from delayed refrigeration after delivery, or damage caused after delivery.
2. Incorrect items received
If you receive a product, flavor, or quantity different from what you ordered, you are eligible for a replacement. This includes wrong kombucha flavors, wrong Ratusan SKUs, missing items, or quantity discrepancies versus your order confirmation.
3. Defective products
If a product is defective on receipt — for example, kombucha showing signs of spoilage before refrigeration, a Ratusan can with compromised contents, or a sealed product that is unusable due to a manufacturing defect — you are eligible for resolution. Defects must be reported within 48 hours of delivery with supporting photo evidence.
What is NOT considered defective
The following are normal product characteristics and are not grounds for return:
- Natural carbonation variation in kombucha between batches or bottles
- Minor sediment or floating particles in kombucha — a sign of live cultures and unfiltered brewing
- Subtle batch-to-batch flavour variation in kombucha
- Natural settling of powdered products (Tru-Protein, Tru-Quinoa, MCT Coffee, MCT Jasmine Black Tea) during transit
- Subtle colour or aroma variation in Tru-Ginger Lotion due to natural Bentong ginger and essential oil content
These reflect the unprocessed, small-batch, natural nature of our range and are not defects.
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HOW TO REPORT A RETURN
Reporting window
All eligible returns must be reported within 48 hours of delivery. The window starts from the courier-confirmed delivery time, not from when you physically collected the parcel. Reports submitted after 48 hours cannot be accepted, except where statutory rights under Singapore's Consumer Protection (Fair Trading) Act apply.
What to include in your report
- Your order number
- A clear photo of the damaged, incorrect, or defective item
- A clear photo of the outer packaging (for damage-in-transit claims)
- A brief description of the issue
How to contact us
WhatsApp: +65 8789 9343 (Monday to Friday, 9am to 6pm SGT — fastest response)
Email: shopify@botaniko.sg
Instagram: @botaniko.sg
What happens after you report
We acknowledge your report within 1 working day. Our team reviews the evidence and may ask follow-up questions. If eligible, we confirm the resolution within 3 to 5 working days of confirmation.
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RESOLUTIONS
Store credit (our default)
Botaniko's default resolution is store credit applied to your account. Store credit has no expiry date, can be applied to any future order including subscriptions and all product lines, stacks with Bottle Return Programme credits, and is visible in your account at checkout.
Replacement on next delivery
Where appropriate, we arrange a replacement of the affected items on your next scheduled delivery at no additional cost. This is typically used for subscription customers and incorrect-item cases. You do not need to return the incorrect item unless we specifically request it.
Partial replacement for multi-bottle orders
For multi-bottle kombucha orders where some bottles are damaged and others are intact, we replace or credit only the affected bottles. For example, if 2 bottles in a 6-bottle order arrive damaged, we credit or replace those 2 bottles only. You keep and enjoy the intact bottles as normal.
Refund to original payment method
Refunds to the original payment method are issued only where Botaniko cancels an order before dispatch, the customer cancels an order before dispatch, or a statutory right under Singapore's Consumer Protection (Fair Trading) Act or Lemon Law applies and the customer specifically requests a refund rather than store credit. Refunds may take 5 to 10 working days to reflect in your account.
Return shipping costs
For damaged, incorrect, or defective items, Botaniko covers any return shipping costs where physical return is required. In most cases, photo evidence is sufficient and physical return is not needed. We will let you know if we require the item back. Customer-initiated returns, in the rare cases we accept them, are at the customer's cost.
Non-refundable items
Delivery fees are non-refundable once a courier has been dispatched. Where Botaniko cancels an order before dispatch, any delivery fee charged is refunded with the order value.
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ORDER CANCELLATION
Cancellation before dispatch
Orders can be cancelled or modified before dispatch. Please contact us as soon as possible via WhatsApp at +65 8789 9343. Once an order has been packed and labelled, cancellation may no longer be possible. A full refund to your original payment method is issued for successful pre-dispatch cancellations.
Cancellation after dispatch
Once an order has been dispatched, it cannot be cancelled. Please refer to the sections above if any issues arise with your delivered order.
Subscription cancellation
Subscriptions require a minimum of 3 orders on both the Regular and Enthusiast plans before cancellation without restriction. Cancellation is self-serve via your account on botaniko.sg. Already-dispatched cycle deliveries cannot be cancelled. Subscription cancellation stops future deliveries but does not refund past orders.
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PRODUCT-SPECIFIC GUIDANCE
WiskTea Recipe Kombucha
Eligible for return: damaged, incorrect, or defective on arrival only. Not eligible: change-of-mind, opened bottles, flavour preference, natural carbonation or sediment. Resolution: store credit (default), replacement on next delivery, or partial credit for multi-bottle damage. Reporting window: 48 hours from delivery confirmation.
Ratusan beverages and supplements (MCT Coffee, MCT Jasmine Black Tea, Tru-Protein, Tru-Quinoa)
Eligible for return: damaged, incorrect, defective, or compromised seal on arrival. Not eligible: opened pouches, change-of-mind, taste preference, or dietary suitability concerns — please consult a healthcare professional before ordering if you have specific concerns. Resolution: store credit (default) or replacement. Reporting window: 48 hours from delivery confirmation.
Tru-Ginger Multipurpose Lotion
Eligible for return: damaged, leaking, or incorrect on arrival; unopened with intact tamper seal only. Not eligible: opened lotions, individual skin reactions — please patch-test first as recommended. Resolution: store credit (default) or replacement. Reporting window: 48 hours from delivery confirmation.
Subscription orders
Individual subscription deliveries follow the same return rules as one-time orders for damaged, incorrect, or defective items. For subscription cancellation, see Order Cancellation above.
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WHAT WE CANNOT ACCEPT
To be clear and transparent, the following are not eligible for return, replacement, or refund under any circumstances:
Change-of-mind returns — including "I changed my mind," "I ordered the wrong flavour by mistake," "I don't like the taste," "I bought too many," or "I found it cheaper elsewhere."
Opened or consumed items — any opened bottle, pouch, tin, or container of food-grade or personal-care product. Items with broken tamper seals.
Issues arising after delivery — parcels lost, stolen, or damaged after courier-confirmed delivery; kombucha quality issues from delayed refrigeration after delivery.
Late reports — damage, defect, or incorrect-item reports submitted more than 48 hours after delivery, except where statutory rights apply.
Natural product characteristics — natural carbonation, sediment, or batch variation in kombucha; natural settling, colour, or aroma variation in Ratusan products.
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YOUR STATUTORY RIGHTS
Nothing in this policy affects your statutory rights under Singapore law.
Consumer Protection (Fair Trading) Act
You retain rights under the Consumer Protection (Fair Trading) Act, including the right to remedy for products that are not of satisfactory quality, not fit for purpose, or not as described.
Lemon Law
Singapore's Lemon Law provides additional protections for goods that develop faults within 6 months of delivery. You may be entitled to repair, replacement, reduction in price, or refund depending on the nature of the fault.
If you believe a statutory right applies to your situation, please contact us via WhatsApp at +65 8789 9343 with your order number and details. We will assess in good faith and respond promptly.
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CONTACT
For any return or refund question not covered by this policy, please reach out:
WhatsApp: +65 8789 9343 (Monday to Friday, 9am to 6pm SGT — fastest response)
Email: shopify@botaniko.sg
Instagram: @botaniko.sg
Web: https://botaniko.sg/pages/contact-us
