Refund policy
Items sold by Burnt Sky Apothecary are not eligible for returns.
We do have a satisfaction guarantee. If within 14 days of purchase you would like a refund for your item because you are not satisfied with your purchase, please contact us with your concerns and we will issue you a refund. To start your refund please email burntskyapothecary@gmail.com
Damages, Lost Packages and Other Shipping Issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Damaged Items
If an item arrives damaged please contact us within 5 business days by email at burntskyapothecary@gmail.com. Please include your order number and REQUIRED PHOTOS showing damages. We require at least 4 photos and a confirmation document to be filled out in order to process a refund on items that arrive damaged.
What we need to issue a refund or replacement on lost or damaged packages:
- Internal packaging
- Broken item(s)
- External package first angle (specifically damaged areas when applicable)
- External package second angle (specifically damaged areas when applicable)
- We will send a link via email for you to fill out to confirm out claim with insurance before we can issue a refund or replacement.
When these requirements are fulfilled and we get confirmation from our shipping insurance, will replace or refund items that arrived damaged.
Lost Packages
If a package is lost in the mail we will file a claim on behalf of the customer in order to receive a refund on the lost order. We can replace or refund the lost order once the claim is processed. The shipping company will require a form be filled out by the customer to verify the loss of the package. Before we can process a refund or replacement order, we require the customer fulfill these shippers requirements to allow for us the recoup of the value for lost goods. We thank you for your cooperation.
Canceling or Changing Orders
You can cancel or change your order any time before your shipping label is printed. If you decide you wish to change your order by adding to it or canceling, contact us as soon as possible.
You can update the shipping address anytime before the item has been shipped. Again, contact us as soon as possible if you will need to make these changes to be sure we are able to do so before your items are shipped.
Damaged or Defective Goods Return & Refund Policy
Your satisfaction is so important to us, if you have any issue with your order please contact us right away! Food items are not returnable or refundable unless damaged or defective upon arrival. If you have an issue please contact us within 14 business days of receiving your items. Please include the order number, detailed information and photos.