Refund policy

Return, Withdrawal and Refund Policy

This policy applies to products purchased online from www.sacrabotanicals.eu by individual consumers.

This policy sets out the conditions under which the statutory right of withdrawal may be exercised, as well as the conditions under which products may be returned and refunded, depending on the nature, condition and category of the product purchased.

1. Statutory right of withdrawal

The consumer has the right to withdraw from the distance contract within 14 calendar days, without having to provide any reason for the decision to withdraw.

The 14-day period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the product.

For an order containing several products delivered separately, the period begins on the day on which the consumer takes possession of the last product delivered.

2. How to exercise the right of withdrawal

To exercise the right of withdrawal, the consumer may use any of the following methods:

  1. The electronic withdrawal function available on the website, labelled “Withdraw from the Contract” or using equivalent, clearly worded text;

  2. The model withdrawal form included at the end of this policy;

  3. Any unequivocal statement sent by email or letter, through which the consumer communicates the decision to withdraw from the contract.

After submitting a request through the electronic withdrawal function, the consumer will receive an acknowledgement of receipt by email, on a durable medium, including the content of the request and the date on which it was submitted.

Exercising the right of withdrawal does not automatically mean that the return will be accepted or that a full refund will be issued. Returned products will be inspected upon receipt, and refund eligibility will be determined according to the product category, its condition, the integrity of its packaging and seals, and any signs of use or consumption.

3. Deadline for returning products

After communicating the decision to withdraw, the consumer must send the products back without undue delay and, in any event, no later than 14 calendar days from the date on which the decision to withdraw was communicated.

The deadline is met if the products are dispatched before the 14-day period has expired.

Products must be returned to the address provided in the return instructions sent by Sacra Botanicals® after the request has been registered.

4. Return costs

When exercising the statutory right of withdrawal from the contract, the direct cost of returning the products shall be borne by the consumer, unless Sacra Botanicals® expressly agrees to bear that cost or the consumer was not informed in advance that they would be responsible for it.

If the product delivered is incorrect, non-conforming, defective or damaged upon delivery, the costs associated with resolving the matter—including, where applicable, return, replacement or reshipment costs—will be borne by Sacra Botanicals®, in accordance with applicable law.

The consumer must inspect the order upon receipt and contact us as soon as possible if the product is incorrect, defective, non-conforming or damaged upon delivery. To allow for a proper assessment, relevant photographs of the product, parcel, packaging and shipping label must be provided.

We recommend notifying us within 48 hours of receiving the parcel so that the matter can be documented promptly and, where applicable, an investigation can be opened with the carrier. This recommendation does not limit the consumer’s statutory rights in relation to non-conforming products.

5. General conditions for accepting a return

To be accepted for return, the product must, as applicable, be:

  • in the same condition in which it was received;

  • unused, unconsumed and unaltered;

  • in its original packaging;

  • accompanied by all labels, seals, accessories, components and included materials;

  • free from signs of burning, heating, smoke, oil, wax, scratches, impact, foreign odours, dirt or contamination;

  • suitably packaged for transport so that it is not damaged during the return journey.

Products returned incomplete, damaged, used, partially consumed or improperly packaged may be refused or may be subject to a reduced refund, depending on the loss of commercial value.

6. Sealed, natural, aromatic or personal-use products

Certain Sacra Botanicals® products are natural, aromatic, volatile, sensitive to contamination, sealed or intended for personal use, burning, heating, diffusion or application to the skin.

For reasons of hygiene, safety, aromatic integrity, contamination prevention and health protection, these products cannot be returned if they have been unsealed, opened, tested, used or partially consumed, or if the protective packaging has been damaged.

This rule applies in particular to the following categories:

6.1. Essential oils and roll-ons

Essential oils and roll-on products may be returned only if they are fully sealed, unused, unopened and in their intact original packaging.

Returns will not be accepted where:

  • the seal, tamper-evident ring, cap, dropper or roll-on mechanism has been opened;

  • the product has been applied, tested or used;

  • the liquid level has changed;

  • the product shows signs of contamination, leakage or tampering with the packaging.

6.2. Natural Boswellia sacra frankincense

Natural frankincense may be returned only if the packaging is unopened and intact, the product is complete, and there are no signs of use, contamination, missing contents or odour transfer.

Returns will not be accepted for products that have been opened, partially consumed, burned, heated, handled beyond what is reasonably necessary for inspection, or returned at a reduced weight.

6.3. Botanical Blends

Botanical Blends are natural mixtures of plants, resins and botanical elements intended for fumigation and heating. They may be returned only if they are sealed, unopened, complete and in their intact original packaging.

Returns will not be accepted for blends that have been opened, used, partially consumed, contaminated, mixed with other materials, transferred to another container or returned with a reduced quantity.

Once a Botanical Blend has been opened or consumed, the product loses its commercial value and can no longer be resold.

6.4. Incense sticks

Incense sticks may be returned only if the packaging is intact and the product is complete, unburned, unused and undamaged.

Returns will not be accepted for sticks that have been burned, broken, are missing, partially consumed or contaminated, or where the packaging has been opened in a way that no longer allows the product’s integrity to be verified.

6.5. Consumables: candles, charcoal, matches and similar products

Consumables may be returned only if they are unused, complete and in their intact original packaging.

Returns will not be accepted for candles that have been lit, melted, deformed or used; charcoal that has been unsealed or used; incomplete match sets; or any consumable showing signs of use.

7. Accessories, holders, warmers and devices

Durable accessories such as metal holders, ceramic objects, bowls, tongs, spoons, warmers, diffusers and electrical devices may be returned if they are complete, clean, unused and show no signs of use.

A return may be refused, or the refund may be reduced, for products showing:

  • signs of burning, smoke, soot, charcoal, wax or oil;

  • scratches, dents, chips, deformation or other damage;

  • persistent odours resulting from use;

  • missing accessories, cables, manuals, boxes or components;

  • signs of use beyond what is necessary to establish the nature, characteristics and functioning of the product.

For electrical devices, the consumer may inspect the product reasonably, in a manner similar to an inspection in a physical store, without extended use. Any use that leaves marks or residue, causes damage or reduces the product’s commercial value may result in a reduced refund.

8. Complete Formulas / sets / bundles

Products sold as a set, bundle or Complete Formula must be returned in full, together with all included products, accessories, consumables, samples, materials and packaging.

Partial returns of a set are not accepted unless Sacra Botanicals® confirms a separate arrangement in writing.

If one or more products in the set have been opened, used, consumed, damaged or are missing, the refund may be refused or reduced in proportion to the loss of the set’s commercial value.

9. Non-returnable products

The following products cannot be returned under the right of withdrawal:

  • unsealed products that, for reasons of health protection, hygiene, contamination prevention or aromatic integrity, can no longer be offered for resale;

  • essential oils and roll-ons that have been opened, tested or used;

  • frankincense, Botanical Blends, incense sticks or consumables that have been opened, burned, heated, used or partially consumed;

  • products with a reduced quantity, weight or volume;

  • products that have been contaminated, mixed with other materials or transferred to other containers;

  • accessories showing signs of burning, smoke, wax, oil, soot, damage or use;

  • personalised or made-to-order products, where applicable;

  • gift cards, vouchers or digital products, where applicable;

  • products purchased by legal entities, to the extent that consumer protection legislation does not apply.

10. Diminished value of products

The consumer is responsible for any diminished value of the products resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

For natural, aromatic, sealed or volatile products, or products intended for burning, heating, diffusion or personal use, opening, use or partial consumption may result in a loss of commercial value.

If a returned product can no longer be offered for resale as new, sealed, complete and safe, Sacra Botanicals® may reduce the refund by the amount of the actual loss in commercial value, including by up to 100% in the case of products that have been consumed, contaminated, unsealed or cannot be resold.

Where applicable, Sacra Botanicals® will document the condition of the returned product through photographs and by checking its quantity, the integrity of the packaging and any signs of use.

11. Refunds

In the case of a valid withdrawal and an eligible return, Sacra Botanicals® will refund the amounts received from the consumer without undue delay and, in any event, within the applicable statutory time limit.

The refund will be issued using the same payment method used for the original transaction, unless the consumer has expressly agreed to another refund method.

Sacra Botanicals® may withhold the refund until the returned products have been received or until clear evidence that the products have been dispatched is provided, whichever occurs first.

For a full return of an eligible order, the standard delivery cost will also be refunded if it was paid by the consumer. Any additional costs resulting from the consumer’s choice of a delivery method other than standard delivery will not be refunded.

For partial returns, the original delivery cost will not be refunded unless the return is due to an error by Sacra Botanicals®.

12. Incorrect, defective or damaged products upon delivery

The consumer must inspect the order immediately upon receipt and contact Sacra Botanicals® if the product is incorrect, defective or damaged.

To allow the matter to be assessed, the consumer must provide clear photographs of the product, packaging, parcel and shipping label.

If it is confirmed that the product was delivered incorrectly, was defective or was damaged due to an error by Sacra Botanicals® or during transport, we will offer, as applicable:

  • a replacement product;

  • a refund of the amount paid;

  • another solution agreed with the consumer.

This section does not limit the consumer’s statutory rights under the legal guarantee of conformity.

13. Returns sent without prior notice

Products sent back without a prior withdrawal or return request may be refused or may take longer to process.

Sacra Botanicals® accepts no responsibility for parcels sent to an incorrect address, without identification details, without an order number or without sufficient information to match them to a valid request.

14. Packaging returns

The consumer is responsible for packaging returned products appropriately.

Fragile products, products made of glass, ceramic, metal or wood, and products containing liquids must be packaged with sufficient protection for transport.

Damage occurring during return transport as a result of inadequate packaging may lead to the refund being refused or reduced.

15. MODEL WITHDRAWAL FORM AND METHODS OF SUBMISSION

To exercise the right of withdrawal, we recommend using the digital form available on the website, as it allows the request to be registered promptly and an acknowledgement of receipt to be sent automatically by email.

Use of the digital form is not mandatory. The consumer may also exercise the right of withdrawal by sending an unequivocal statement by email or letter clearly communicating the decision to withdraw from the contract.

The withdrawal request may be submitted using any of the following methods:

  1. through the digital form available here:
    Access the Contract Withdrawal Form

  2. by email to:
    info@sacrabotanicals.eu

  3. by letter to the correspondence address:
    Sacra Botanicals® / OneTech Corporate Victoriei SRL
    62–66 Aurel Vlaicu Street, Sector 2, Bucharest, 020097, Romania

For the withdrawal to be valid, the request must be submitted before the statutory period of 14 calendar days expires.

Regardless of the method chosen, the request must include sufficient information to identify the order and the consumer, such as:

  • the consumer’s full name;

  • the order number;

  • the email address used to place the order;

  • the product or products to which the withdrawal request relates;

  • the date on which the product or products were received;

  • a clear statement of the decision to withdraw from the contract.

Suggested withdrawal statement:

“I hereby inform you that I wish to withdraw from the contract for the purchase of the following products: [products], ordered on [order date] and received on [date received]. Order number: [order number]. Consumer name: [name]. Email: [email].”

After receiving the request, Sacra Botanicals® will provide the instructions required to return the product, where the return is applicable under this policy.

Please do not dispatch the product before receiving the return instructions, in order to avoid delays or the parcel being impossible to identify.

16. Contact

For questions concerning returns, withdrawals or refunds, you can contact us at:

Sacra Botanicals®
Email: info@sacrabotanicals.eu
Website: www.sacrabotanicals.eu