Returns & Refund Policy

 

Effective Date: 1.6.2026

At Patéa Botanica, we want you to be fully satisfied with your purchase. If for any reason you are not satisfied, please review the policy below regarding returns, refunds, exchanges, and defective products.

This Returns & Refund Policy applies to purchases made through www.pateabotanica.com.

1. Right to Return

If you are a consumer residing within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order without providing a reason, subject to the conditions described below.

To exercise your right of withdrawal, please contact us at:

Email: info@pateabotanica.com

You must notify us within 14 days of receiving your order.

2. Return Conditions

To be eligible for a return, products must:

• Be unused

• Be unopened

• Be in their original packaging

• Be in resalable condition

• Include all original accessories, inserts and promotional items included with the order

Products returned in a condition that prevents resale may not qualify for a full refund.

3. Non-Returnable Products

For hygiene and health protection reasons, we cannot accept returns of:

• Opened cosmetic products

• Opened hair care products

• Opened scalp care products

• Products with broken seals

• Products that have been used, tested or partially consumed

• Gift cards

• Downloadable digital products

• Any item that cannot be safely resold due to hygiene reasons

This policy complies with Article 16(e) of Directive 2011/83/EU regarding sealed goods that are not suitable for return once unsealed for health protection or hygiene reasons.

4. How to Request a Return

Please contact us before sending any item back.

Your request should include:

• Full name

• Order number

• Email address used for the order

• Reason for return (optional)

• Photographs if the product arrived damaged or defective

Return requests should be sent to:

info@pateabotanica.com

We will provide instructions for the return process.

5. Return Shipping Costs

Unless the product is defective, damaged, incorrect or delivered in error, the customer is responsible for the cost of returning the goods.

We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.

The customer remains responsible for the goods until they are received by us.

6. Refunds

Once the returned goods have been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed within 14 days.

Refunds will be issued using the same payment method used for the original purchase unless otherwise agreed.

Refunds include:

• The purchase price of the returned products

• Standard delivery costs paid during checkout (where required by law)

If you selected a premium or expedited delivery option, only the cost of the least expensive standard delivery method will be refunded.

7. Damaged, Incorrect or Defective Products

If your order arrives damaged, defective, incomplete or incorrect, please contact us as soon as possible and preferably within 7 days of delivery.

Please provide:

• Order number

• Description of the issue

• Clear photographs of:

  • The product

  • The packaging

  • The shipping label (if applicable)

Contact:

info@pateabotanica.com

We will assess the situation and, where appropriate, offer:

• Replacement product

• Refund

• Partial refund

• Other reasonable solution

8. Allergic Reactions and Individual Sensitivities

Patéa Botanica products contain botanical extracts, active ingredients and naturally derived components.

As individual skin and scalp sensitivities vary, we cannot guarantee compatibility with every user.

Refunds or returns cannot be granted solely because a customer experiences an individual sensitivity or allergic reaction where:

• The product is not defective;

• The ingredients were accurately disclosed;

• The product was manufactured correctly.

Customers are encouraged to carefully review ingredient lists before use and, where appropriate, perform a patch test.

Nothing in this section affects statutory consumer rights relating to defective products.

9. Exchanges

We currently do not offer direct exchanges.

If you would like a different product, please place a new order after your return request has been approved, where applicable.

10. Refused or Uncollected Shipments

If a shipment is refused or not collected and is returned to us, we may deduct:

• Actual shipping costs incurred

• Return shipping charges

• Any customs, duties or carrier fees incurred

The remaining amount will be refunded once the goods have been received and inspected.

11. Promotional Gifts and Bundles

Where an order included:

• Free gifts,

• Promotional products,

• Bundle discounts,

all promotional items must be returned together with the order if the return results in the conditions of the promotion no longer being fulfilled.

If promotional items are not returned, their retail value may be deducted from the refund.

12. EU Consumer Rights

Nothing in this Returns & Refund Policy limits or excludes any rights granted to consumers under applicable consumer protection laws within the European Union.

13. Contact Information

For all return, refund and complaint enquiries, please contact:

GR PRODUCTS s.r.o.
U Staré elektrárny 2071/26
710 00 Ostrava
Czech Republic

Email: info@pateabotanica.com

We aim to respond to all enquiries within 2 business days.