Overview
At Akwabaa Botanicals, we are committed to providing high-quality, natural products sourced responsibly from Ghana and delivered with care across the UK. This policy outlines your rights and our procedures in accordance with UK consumer protection law.
1. Your Statutory Rights (UK Law)
Nothing in this policy affects your statutory rights under:
- The Consumer Rights Act 2015
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Under these laws, goods must be:
- Of satisfactory quality
- Fit for purpose
- As described
If your goods do not meet these standards, you are entitled to a repair, replacement, or refund.
2. 14-Day Cooling-Off Period (Online Orders Only)
If you purchase products online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
However, due to the nature of our products, this right does not apply to:
- Sealed food or consumable goods that have been opened
- Items that are not suitable for return due to health protection or hygiene reasons, once unsealed
To exercise your right to cancel:
- You must notify us within 14 days of delivery
- Items must be returned unopened, unused, and in original packaging
3. Returns Eligibility (General Policy)
We offer a 30-day returns window from the date of delivery, subject to the conditions below.
To qualify for a return:
- Items must be unused, unopened, and in resaleable condition
- Products must be returned in their original packaging
- You must provide proof of purchase
4. Non-Returnable Items
Due to food safety and hygiene regulations, the following items cannot be returned unless faulty:
- Opened herbal teas (hibiscus, moringa, etc.)
- Opened powders (baobab, ginger, etc.)
- Any consumable product where the seal has been broken
- Products returned due to personal taste preferences
This is in line with UK food hygiene and safety standards.
5. Faulty, Damaged, or Incorrect Goods
If your order is:
- Damaged in transit
- Defective
- Incorrectly supplied
You must notify us within 48 hours of delivery by emailing:
sales@abbotanicals.com
Please include:
- Your order number
- A description of the issue
- Clear photographic evidence
Under the Consumer Rights Act 2015, you are entitled to:
- A full refund within 30 days, or
- A repair or replacement
We will cover any reasonable return shipping costs for faulty or incorrect items.
6. Refunds Process
Once your return is received and inspected:
- You will be notified via email of approval or rejection
- Approved refunds will be issued to your original payment method within 5–10 working days
Please note:
- Processing times may vary depending on your bank or payment provider
- Original shipping costs are non-refundable, unless the item is faulty
7. Late or Missing Refunds
If you have not received your refund:
- Check your bank account again
- Contact your card provider
- Contact your bank
If the issue persists, please contact us at:
sales@abbotanicals.com
8. Exchanges
We only offer exchanges where goods are:
- Faulty
- Damaged
- Incorrectly supplied
To request an exchange, contact:
sales@abbotanicals.com
9. Returns Shipping
- Customers are responsible for return shipping costs unless the item is faulty or incorrect
- We strongly recommend using a tracked and insured service, as we cannot guarantee receipt of returned goods
- We are not liable for items lost or damaged during return transit
Return address:
12 Peckworth Close, Lower Stondon, SG16 6PG.
10. Sale Items
- Only full-priced items are eligible for refunds
- Sale or discounted items are non-refundable, unless faulty
11. Market Stall Purchases
For purchases made at physical market stalls:
- The 14-day cooling-off period does not apply
- Refunds are only provided for faulty, damaged, or misdescribed goods
We encourage customers to inspect products before purchase.
12. Contact Information
For any questions regarding this policy or your order: