The 30-day guarantee
Every order is backed for 30 days after it arrives. Unopened bottles come back for a full refund of the sale price. Opened bottles we handle one at a time — a refund, a replacement, or store credit, whichever fits what happened.
What's covered
- Unopened products, in original condition, within 30 days of delivery — full refund of the sale price.
- Opened products — reach out anyway. If it didn't work for you or something seemed off, we'll usually offer a refund, a replacement, or store credit. We handle these case-by-case because no two situations are the same, and a one-size policy ends up unfair to someone.
- Damaged or wrong item — email us within 7 days with a photo. We cover the return shipping and send a replacement or a refund, whichever you prefer.
- Lost in transit — if tracking hasn't updated in 7 business days after shipment, tell us. We file the carrier claim ourselves and either resend or refund. You don't deal with USPS.
How to report a problem
The whole thing is one form, and a person reads every one of them.
Ordered with an account — or want to use one:
- Open your order. Your orders are listed on your account page. Go to my orders →
- Tap "Report a problem." It's on the order while you're inside the 30-day window and haven't already filed a report on that order.
- Tell us three things: what's wrong (arrived damaged, wrong item, didn't work for me, never arrived, or something else), what happened in your own words, and how you'd like it made right — a refund to your card, a replacement, or store credit.
- We confirm by email right away. One of the owners — usually Carrie — reads it and writes back within one business day, usually faster.
- If there's anything to ship back, we email you a return label. Refunds go back through the same Square invoice you paid; Square usually posts it to your card within 3–5 business days.
We'll honor your preference when we can. If we can't — the item is out of stock for a replacement, say — we'll reach out before deciding anything.
Checked out as a guest? Two ways, same people at the other end:
- Sign in with the email you ordered with. We send a one-tap link — there's no password to remember — and your order is there waiting. Sign in →
- Or just write to us. [email protected] · 513-696-9255
The exclusions, stated plainly
- One report per order. If you've already filed one, reply to the most recent email from us instead of filing again — it's the same thread we're working from.
- The 30 days start at delivery. If the carrier hasn't given us a delivery date yet, we count from 7 days after the order shipped.
- An order that hasn't shipped yet can't be reported. Once it arrives, the button is there.
- Cancelled orders can't be reported. Nothing was charged.
- After 30 days the form closes. Email us anyway — we may still be able to help. We just can't promise it in advance.
- Return shipping is the customer's responsibility unless the product arrived damaged or was the wrong item, in which case we cover everything.
- Refunds are processed within 14 days of the returned package reaching us.
- Refunds go back to the card that paid the Square invoice. We can't send one anywhere else.
What this guarantee is not
This is a promise about your order, not about your body. We make no claims about what CBD does for any medical condition, and nothing on this page should be read as one. These statements have not been evaluated by the Food and Drug Administration. These products are not intended to diagnose, treat, cure or prevent any disease.
Questions people ask
How long do I have?
Thirty days from the day your order is delivered. If the carrier hasn't given us a delivery date, we count from seven days after it shipped.
Do I have to send the product back?
Only when there's something to send back, and only after we've agreed on what we're doing. If there is, we email you a return label. Return shipping is the customer's responsibility unless the product arrived damaged or was the wrong item, in which case we cover everything.
How do I report a problem if I checked out as a guest?
Sign in at botancbd.com with the same email you used to order — we send a one-tap link, there's no password — and your order will be there. If you'd rather not, email [email protected] or call 513-696-9255 and one of the owners will handle it.
How fast do you reply?
One of the owners reads every report and writes back within one business day, usually faster.
How does the refund actually reach me?
It goes back through the same Square invoice you paid, and Square usually posts it to your card within three to five business days. When a product has to come back to us first, refunds are processed within 14 days of the package reaching us.
Can I file more than one report on the same order?
No — one per order. If something else comes up, reply to the most recent email from us and we'll pick it up there.