Return | Refund | Cancellation Policy

Returns

In order to qualify for an exchange of products, Kats Botanicals requires the customer to return the package within 30 days.

Kats Botanicals cannot accept an exchange of merchandise with more than 80% of the product gone.

Kats Botanicals does not assume the responsibility of the return shipping cost on any merchandise (defective or otherwise).

The customer must return their package in the original packaging which was provided by Kats Botanicals in order to complete their exchange successfully.

Kats Botanicals reserves the right to refuse an exchange on questionable products upon inspection of returned merchandise. If an item is not in its original condition upon receiving from the customer, Kats Botanicals reserves the right to decline the exchange.

To complete your exchange, we require a receipt or proof of purchase.

If you are a Canadian customer and order CBD from our website and it gets stuck in customs we are not responsible for this order. No refund will be issued. The customer needs to reach out to their Canadian customs and see if they can get the order through.


Delivery

If you paid by ACH, your order will be processed once your payment has been cleared by our bank which takes 4 business days. If you paid by E-Check, your order will be processed once your payment has been cleared by our bank which takes 5 business days. Current processing times are 24-48 hours after your E-Check or ACH order has cleared. Once it’s processed your order will be shipped and you’ll receive a confirmation email with your tracking code so you can keep an eye on delivery. Your order should take another 2-3 days to reach you, or sooner if you chose express shipping. Make sure you enter everything correctly on your order to ensure no delays in shipping your order. Please note: Free shipping is not available for Canadian residents.

Refunds, returns, and cancellations will be handled through email or our contact form if necessary. Please use signature tracking as explained below.

USPS Issues

Be advised, the customer must add signature tracking to their order upon checkout in case of USPS errors. Adding this feature to your order will protect you in case your product shows “delivered” and you did not receive it. We will not reship products if it says “delivered” and do not have signature tracking activated on their order.

If the customer’s product does not arrive, and they have selected “signature tracking” at checkout, the customer is always responsible to file a claim to ensure an expedited reship process in any circumstance – tracking related, or other USPS issues.


Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or Missing Refunds (if applicable)

If you haven’t received a refund yet:

  • Check your bank account again.
  • Contact your credit card company, it may take some time before your refund is officially posted.
  • Contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.


Sale Items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.


Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email.


Shipping

To return your product, you should mail your product to:
Kats Botanicals
61 Maria Drive
Hillsdale, New Jersey 07642

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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