Refund policy
We stand behind what we make. Here's how returns work, in plain terms.
30-Day Returns — Horse & Barn Products
You have 30 days from the day your order arrives to request a return on any of our horse and barn products.
To be eligible, the item must be:
- Unused and unopened, with any seals intact
- In its original packaging
- Accompanied by your receipt or proof of purchase
This covers Botanical Blue Clay, Botanical Hoof Balm, Restorative Clay, Restorative Powder, No-See-Um Coat Spray, No-See-Um Fly Stick, Mane & Tail Crème Oil, Peppermint Refresh Shampoo, and any kit or bundle built from these products.
Human Skin Care — Final Sale
For health and hygiene reasons, our human skin care products are final sale and can't be returned or exchanged once they've shipped. This covers Botanical Rejuvenéi, Botanical Refresh, Botanical Tallow Body Butter, and the Complete Botanical Skin Care Set.
It's not us being difficult. Anything that goes on your skin can't be resold once it's left our hands, and we won't put a product back on the shelf that we wouldn't send to our own family.
If one of these arrives damaged or we shipped you the wrong thing, that's a different situation — see Damages, Defects & Wrong Items below.
How to Start a Return
Log into your account and request a return from your order history. If you get stuck, email support@thebotanicalhorse.com with your order number and we'll take it from there.
Wait for approval before shipping anything back. Items sent to us without an approved return can't be accepted.
Once your return is approved, send it to:
The Botanical Horse
12905 Sunhill Circle
Hudson, FL 34667
Return Shipping
Return shipping is the customer's responsibility. Any carrier works — use whatever's cheapest at your post office. We'd recommend adding tracking, since we can only refund what actually reaches us.
We don't charge restocking fees.
Damages, Defects & Wrong Items
Give your order a look when it arrives. If something showed up damaged, defective, or isn't what you ordered, email support@thebotanicalhorse.com within 7 days of delivery with your order number and a photo.
We'll make it right with a replacement or a refund, and we cover return shipping when the mistake is ours. This applies to everything we sell, human line included.
Refunds
Once your return reaches us we'll inspect it and let you know whether it's approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card company usually needs a few more days to post it.
If it's been more than 15 business days since we approved your return and you still don't see it, email support@thebotanicalhorse.com.
Original shipping charges aren't refunded.
Exchanges
We don't process direct swaps. The fastest way to get what you want is to return the item you have and place a new order.
What We Can't Accept
- Gift cards
- Human skin care products (see above)
- Any item that's been opened or used
- Anything sent back without an approved return
Sale items are returnable, as long as they meet the same condition requirements.
Subscriptions
Subscription orders that have already shipped follow this policy — 30 days from delivery.
To manage your subscription, log into your account and click "Manage Subscription." From there you can skip a delivery, pause, swap products, change your frequency, update your shipping address, or cancel — no fees, no fine print. Cancellations take effect immediately for future orders. If your next order has already been processed (usually the day before it ships), that one still goes out, but nothing is charged after it.
Prefer to email? Send your order number to support@thebotanicalhorse.com and we'll handle it within one business day.
Questions
We're a small, family-run team in Hudson, Florida. Email support@thebotanicalhorse.com and we'll get back to you within one business day.
