This page explains what happens to an order after you place it: what customs will ask of you, how to cancel, how to return, and when the money comes back. It is written to be read before you need it.
It sits alongside our Terms of Use, which govern the sale itself. Where the two differ, the Terms prevail — but nothing on either page takes away rights the law of your country gives you as a consumer.
1. QUALITY AND REGULATORY STATUS
1.1 — Our products are manufactured under a quality management system aligned with ISO 9001:2015.
1.2 — In Brazil, they are regulated by ANVISA, the national health surveillance agency, under RDC 48/2013 and RDC 275/2002.
1.3 — Bothanica Mineral holds a U.S. FDA establishment registration, No. 13885285804.
1.4 — Registration with the FDA is not approval, endorsement or certification by the FDA, and no such claim is made here. The FDA does not approve cosmetics before they are sold. Registration means the establishment is listed with the agency — nothing more.
1.5 — Regulatory status in Brazil and the United States does not make a product lawful to import where you live. That is covered in section 2.
2. IMPORT DUTIES, TAXES AND CUSTOMS
2.1 — You are the importer. Every import duty, VAT, IVA, GST, sales tax, customs handling or brokerage fee charged in the destination country is yours to pay. Those amounts never reach us, and we cannot refund them.
2.2 — We cannot calculate them in advance. They are set by your country's authorities and depend on rules we do not control. Your carrier will normally contact you to collect them before delivering.
2.3 — It is your responsibility to check that what you order may lawfully be imported where you live, and to provide any document your customs authority asks of you.
2.4 — If customs holds or refuses a parcel because of local rules, or because a document we cannot supply was not provided by you, we do not re-ship free of charge.
2.5 — If a parcel comes back to us because import charges were not paid, or because delivery was refused, we refund the value of the products actually returned to us, less all shipping costs in both directions and any charge the carrier passes on to us.
2.6 — Section 2.5 does not apply where you are exercising a statutory right of withdrawal. See section 4.
3. GENERAL CONDITIONS
3.1 — Quotations. A written quotation we issue on request is valid for 7 days from its date, and is subject to currency and freight variation after that. Prices shown in the online store are not quotations: the price that applies to your order is the one displayed when you place it.
3.2 — Delivery details. You must give a complete, correct address, written in Latin characters. International carriers and customs systems cannot process other alphabets, and a parcel addressed in one may be delayed or returned.
3.3 — A parcel returned or re-shipped because the address was wrong, incomplete or unreadable is re-shipped at your cost.
3.4 — Refund processing. Once returned goods reach us and have been inspected, we process the refund within 7 working days, to the original payment method. Your bank or card issuer decides when the money appears in your account, which usually adds a further 5 to 10 working days.
3.5 — We do not refund to a different card, account or person than the one that paid.
4. CANCELLATION, RETURNS AND REFUNDS
4.1 — Before dispatch. Write to us and we cancel the order and refund you in full, with no penalty, at any time before the carrier collects the parcel.
4.2 — After dispatch. Once the parcel has left we cannot recall it. You may refuse delivery, or accept it and ask us for return instructions. Contact us first either way — a parcel sent back without prior contact may reach us unidentifiable.
4.3 — Condition of the goods. To be refunded, the products must come back unopened, with the manufacturer's seal intact, in their original packaging. Cosmetics and food supplements cannot be resold once the seal is broken, and we cannot accept them back.
4.4 — Who pays the shipping. Outbound and return shipping are yours, except where the fault is ours — a wrong item, a damaged item, or an error on our side. Section 4.6 changes this for consumers in the EU and the UK.
4.5 — Faulty, damaged or wrong items. Tell us within 7 days of delivery, with photographs of the packaging and the contents, and we replace the item or refund you in full, including shipping in both directions.
4.6 If you are a consumer in the European Union or the United Kingdom
The law gives you rights that this page cannot reduce, and where it says something different, the law wins.
a) You may withdraw from the purchase within 14 days of receiving the goods, without giving a reason. Tell us within that period and send the goods back within 14 days of telling us.
b) On withdrawal we refund the price and the standard outbound delivery cost, within 14 days of receiving the goods back. Return postage is yours.
c) The right of withdrawal does not apply to sealed goods which are not suitable for return for health-protection or hygiene reasons, once unsealed. Cosmetics and food supplements whose seal has been broken fall under this exception, which is why section 4.3 asks for an intact seal.
d) Refusing delivery in order to withdraw is valid, and section 2.5 does not apply to it.
4.7 If you are a consumer in Brazil
Article 49 of the Consumer Defence Code gives you 7 days from receipt to regret a distance purchase, and the cost of returning the goods is ours, not yours.
4.8 Everywhere else
Unopened products with the seal intact may be returned within 30 days of delivery, on the terms in 4.3 and 4.4.
5. HOW TO START
Write to internacional@bothanicamineral.com.br with your order number and what you would like to do. A person reads it.
Write to us before opening a dispute with your card issuer. Most problems are solved faster by email, and we would rather fix it.