Terms Of Service

RETURN, REFUND & EXCHANGE POLICY

Last Updated: 07/09/26

At Ethena, we take product quality, hygiene, safety, and customer satisfaction seriously.

Because our products are sealed, hygienically packaged, and intended for personal use, we maintain a strict return and exchange policy. Once the seal, safety closure, inner packaging, or protective packaging of a product has been opened, broken, removed, altered, or tampered with, we cannot accept that product back for resale or redistribution.

By placing an order with Ethena Botanicals, you acknowledge that you have read, understood, and accepted the terms of this Return, Refund & Exchange Policy before completing your purchase.

This policy forms part of our Terms & Conditions and applies to all purchases made through our website, social-media channels, direct orders, and any other official Ethena sales channel, subject always to rights that cannot lawfully be excluded under applicable law.

1. NO CHANGE-OF-MIND RETURNS OR EXCHANGES

All Ethena products are sold on a final-sale basis.

We do not accept returns or exchanges because:

  • you changed your mind;
  • you ordered the wrong product;
  • you ordered the wrong quantity;
  • you no longer want the product;
  • you purchased the product as a gift and the recipient does not want it;
  • you do not like the product's smell, texture, colour, consistency, appearance, or natural characteristics;
  • you expected different results from using the product;
  • the product did not produce the results you personally expected;
  • you found the product cheaper elsewhere;
  • you ordered by mistake;
  • you selected the wrong product or bundle;
  • you entered an incorrect delivery address;
  • you were unavailable to receive the order;
  • you refused or failed to accept a correctly fulfilled order;
  • you purchased the product without reading its description, ingredients, directions, warnings, or other information provided before purchase; or
  • you simply no longer wish to keep the product.

Change of mind is not a valid reason for a return or exchange.

We therefore strongly encourage customers to review the product description, ingredients, directions for use, pricing, quantity, and other information provided on the website before placing an order.

2. SEALED-PRODUCT POLICY

Our products are supplied sealed for hygiene, quality-control, and product-integrity reasons.

For purposes of this policy, a product will be considered opened or tampered with if, including but not limited to:

  • the safety seal has been broken;
  • the cap, closure, or protective seal has been removed;
  • the bottle has been opened;
  • the product has been used;
  • the product has been transferred to another container;
  • the packaging has been materially altered;
  • the label has been removed or materially damaged;
  • the product has been mixed with another substance;
  • the product has been contaminated;
  • the product has been diluted or otherwise modified;
  • the product has been exposed to inappropriate conditions after delivery;
  • the product shows evidence of use; or
  • the product is returned without its original packaging or identifying information necessary for inspection.

Opened, used, altered, contaminated, or tampered-with products are not eligible for return or exchange except where applicable law requires otherwise.

This restriction exists because Ethena cannot safely verify the hygiene, purity, composition, storage history, or product integrity of a product after its seal has been compromised.

3. WHAT HAPPENS IF YOUR ORDER ARRIVES DAMAGED?

We take reasonable care in preparing and dispatching orders.

If your parcel arrives with visible shipping damage, you should:

  1. Photograph the parcel before opening it.
  2. Photograph the shipping label.
  3. Photograph the damaged external packaging.
  4. Record clear photographs or video while opening the parcel.
  5. Photograph the product and packaging immediately after opening.
  6. Contact Ethena as soon as reasonably possible.

The photographs/video may be required so that we can determine whether the damage occurred before dispatch, during transportation, or after delivery.

Failure to provide reasonable evidence may make it difficult for us to determine responsibility for the claimed damage.

Where a legitimate delivery-related issue is established, Ethena may, at its discretion and subject to applicable law, arrange an appropriate remedy such as replacement or refund.

4. INCORRECT OR MISSING PRODUCT

If you receive a product that is materially different from the product you ordered, or an item is missing from your order, contact us promptly.

The following information may be required:

  • order number;
  • customer's name;
  • contact number;
  • photographs of the received product;
  • photographs of the packaging and shipping label;
  • photographs/video showing the condition of the parcel upon opening; and
  • any other information reasonably necessary for us to investigate the issue.

Do not open, use, mix, transfer, or otherwise tamper with an incorrectly supplied product.

Where an error is verified, Ethena will determine the appropriate remedy in accordance with applicable law and the circumstances of the case.

5. ALLEGED PRODUCT DEFECTS

We stand behind the quality of products we sell.

If you believe that a product has a genuine manufacturing defect or other qualifying defect that existed before or at the time of delivery, you must contact us promptly so that we can investigate.

A complaint regarding an alleged defect does not automatically constitute an entitlement to a refund or replacement.

Ethena may request:

  • photographs;
  • videos;
  • batch number;
  • order number;
  • purchase information;
  • expiry information;
  • photographs of the seal;
  • photographs of the product;
  • information regarding how the product was stored;
  • information regarding how the product was used;
  • information regarding when the product was opened;
  • and, where reasonably necessary, return of the product for inspection.

Ethena reserves the right to inspect, test, investigate, or otherwise verify an alleged defect before determining the appropriate remedy, subject to applicable law.

If a genuine defect attributable to Ethena is established, Ethena will provide the remedy required by applicable law and/or an appropriate remedy based on the circumstances.

6. OPENED PRODUCTS

Due to the personal-use and hygiene-sensitive nature of our products, we generally cannot accept opened products for return or exchange.

This includes products where:

  • the product was opened but only used once;
  • only a small quantity was used;
  • the customer claims they did not like the product after opening it;
  • the customer experienced a change in preference after opening it;
  • the customer wants to try another product instead;
  • the product was opened to inspect its smell, colour, texture, or consistency; or
  • the product was opened and subsequently found unsuitable for the customer's personal preference.

Once opened, the product's condition and storage history may no longer be independently verifiable.

This clause does not attempt to exclude any right or remedy that cannot lawfully be excluded under applicable law.

7. NATURAL VARIATIONS

Ethena Botanicals uses botanical and naturally derived ingredients.

Depending on the product, natural variations may occur in:

  • colour;
  • scent;
  • texture;
  • viscosity;
  • appearance;
  • consistency; and
  • other characteristics.

Such variations do not automatically constitute a defect.

Natural products may also have an earthy, herbal, botanical, or otherwise characteristic aroma.

A customer's personal dislike of a natural product characteristic does not, by itself, constitute a manufacturing defect or grounds for a return or exchange.

8. PRODUCT RESULTS AND PERSONAL EXPECTATIONS

Ethena products are intended to be used according to their stated directions.

Individual experiences and results may vary.

Ethena does not guarantee that every customer will experience identical results, because individual factors may affect a person's experience with a product.

Differences in personal expectations or individual results do not automatically constitute a product defect.

Nothing in this section is intended to exclude any remedy available to a consumer under applicable law where the product is genuinely defective or does not conform to an applicable express warranty.

9. ALLERGIES, SENSITIVITIES & PERSONAL REACTIONS

Customers are responsible for reviewing the product information, ingredients, directions, warnings, and other information made available before use.

If you have known allergies, sensitivities, medical conditions, or concerns about whether a product is suitable for you, you should obtain appropriate professional advice before using the product.

Customers should discontinue use if they experience an unexpected adverse reaction and seek appropriate medical advice where necessary.

A personal sensitivity or allergic reaction does not automatically establish that a product was defective.

However, nothing in this policy is intended to exclude liability that cannot legally be excluded.

10. IMPROPER STORAGE OR USE

Ethena is not responsible for deterioration, contamination, damage, or changes caused by improper handling, storage, or use after delivery.

Examples may include:

  • exposure to excessive heat;
  • prolonged exposure to direct sunlight;
  • contamination from wet or unclean hands;
  • leaving the container open;
  • transferring the product into another container;
  • mixing the product with another substance;
  • using the product contrary to its directions;
  • using the product after its expiry date;
  • storing the product in an unsuitable environment; or
  • any other handling inconsistent with the instructions supplied with the product.

Where an alleged problem may have resulted from post-delivery handling or storage, Ethena may request information and evidence concerning the product's storage and use.

11. DELIVERY REFUSAL DOES NOT CREATE AN AUTOMATIC REFUND RIGHT

Refusing delivery, failing to answer the courier, providing an incorrect address, being unavailable to receive the parcel, or otherwise preventing successful delivery does not automatically constitute a cancellation or refund.

Where an order is returned to Ethena because of circumstances attributable to the customer, any refund, re-dispatch, or other remedy will be considered according to the circumstances, applicable law, and any costs actually incurred.

Where applicable, additional delivery or re-delivery charges may be payable before a parcel is re-dispatched.

12. ORDER CANCELLATION

Once an order has entered processing, packing, dispatch, or courier fulfilment, cancellation may no longer be possible.

Customers should contact Ethena as soon as possible if they wish to request cancellation.

A cancellation request is not automatically accepted merely because it has been submitted.

If the order has already been dispatched, the order may be treated as a completed fulfilment and the provisions of this policy concerning delivery and returns will apply.

Nothing in this section excludes any cancellation or refund right that is mandatory under applicable law.

13. REFUNDS

Where a refund is legally required or otherwise approved by Ethena, the refund will be processed using the payment method and procedure reasonably available for the original transaction.

Refund processing times may depend on:

  • payment method;
  • banking/payment-provider processing;
  • courier reconciliation;
  • inspection of returned products, where applicable; and
  • other circumstances outside Ethena's direct control.

Ethena is not responsible for delays caused solely by banks, payment processors, courier companies, or other third-party service providers.

14. RETURN SHIPPING

Where a return is approved, Ethena will provide instructions regarding the return process.

Customers should not send products back without first receiving return instructions from Ethena.

Unauthorized returns may be refused or may not be processed.

Where the issue is determined to be caused by the customer's change of mind, incorrect selection, improper use, or other customer-attributable circumstances, the customer may be responsible for applicable return or re-delivery costs, subject to applicable law.

Where the issue is determined to be a genuine defect, incorrect fulfilment, or other issue attributable to Ethena, Ethena will determine the appropriate handling of return costs in accordance with applicable law and the circumstances.

15. CONDITION OF PRODUCTS PRESENTED FOR RETURN

Where a return is legally required or approved, the product may need to be returned in the condition specified by Ethena for inspection.

Customers must not:

  • remove identifying labels;
  • alter batch information;
  • refill the container;
  • mix substances into the product;
  • intentionally damage the product;
  • tamper with packaging;
  • conceal evidence relevant to the claim; or
  • otherwise interfere with the product's condition.

Any deliberate alteration or misrepresentation may result in rejection of the claim, subject to applicable law.

16. FRAUDULENT OR ABUSIVE CLAIMS

Ethena reserves the right to investigate claims that appear fraudulent, dishonest, abusive, repetitive, or inconsistent with the condition of the product.

Examples may include:

  • false claims of non-delivery;
  • falsely claiming that an item was damaged;
  • returning a different product;
  • returning a used product while claiming it was unopened;
  • altering or replacing labels;
  • submitting manipulated photographs or videos;
  • making knowingly false statements;
  • repeatedly exploiting refund or replacement procedures; or
  • attempting to obtain a refund while retaining the product.

Ethena may request reasonable evidence before processing a claim.

Nothing in this section authorizes Ethena to deny a legitimate statutory consumer remedy.

17. PROOF OF PURCHASE

A valid order number, invoice, receipt, or other reasonable proof of purchase may be required before Ethena can investigate a return, refund, exchange, replacement, or product complaint.

Ethena may be unable to process claims where the transaction cannot reasonably be verified.

18. EXCHANGE POLICY

Ethena does not provide exchanges for:

  • change of mind;
  • personal preference;
  • incorrect product selection;
  • incorrect quantity selection;
  • dislike of scent or texture;
  • dissatisfaction with expected results;
  • gift-related reasons; or
  • any other discretionary reason not attributable to Ethena.

Where a product is verified to have been incorrectly supplied, materially damaged before delivery, or genuinely defective, Ethena may provide a replacement or another legally appropriate remedy.

19. BUNDLES & MULTI-PRODUCT ORDERS

Where an order contains multiple products, each product may be subject to the same sealed-product requirements.

Opening or using one item does not automatically create a right to return the remaining items.

Any refund or remedy concerning a bundle will be determined based on the specific circumstances, the condition of each product, the nature of the issue, and applicable law.

20. FREE GIFTS, PROMOTIONAL ITEMS & DISCOUNTS

Free gifts, promotional products, samples, bonus items, and other promotional benefits may be subject to their own terms.

If an order is refunded or cancelled where legally permitted, Ethena may require promotional benefits associated with that transaction to be returned where reasonably practicable and legally permissible.

Discounts and promotional offers cannot be converted into cash unless expressly stated otherwise.

21. PRODUCT INFORMATION

Customers are responsible for reviewing the information made available before purchasing a product, including where applicable:

  • product description;
  • quantity;
  • ingredients;
  • directions for use;
  • warnings;
  • storage instructions;
  • expiry information;
  • pricing;
  • delivery terms; and
  • this Return, Refund & Exchange Policy.

Ethena aims to ensure that product information is accurate and up to date.

If an obvious typographical, pricing, or description error occurs, Ethena reserves the right to correct the error and, where appropriate, contact the customer regarding the order.

Nothing in this clause permits Ethena to make false, deceptive, or misleading representations.

22. NO WAIVER OF NON-EXCLUDABLE RIGHTS

This policy is not intended to remove, restrict, or waive any consumer right, statutory warranty, remedy, or liability that cannot legally be excluded, restricted, or waived under applicable law.

Where any provision of this policy conflicts with a mandatory requirement of applicable law, that mandatory legal requirement will prevail to the extent of the conflict.

All other provisions of this policy will remain in effect.

23. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, Ethena shall not be responsible for losses arising from:

  • misuse of products;
  • failure to follow instructions;
  • improper storage;
  • unauthorized alteration of products;
  • contamination occurring after delivery;
  • use after expiry;
  • use contrary to warnings or directions;
  • circumstances outside Ethena's reasonable control; or
  • personal expectations that were not part of an express representation or warranty.

Nothing in this policy limits liability where such limitation is prohibited by applicable law.

24. THIRD-PARTY COURIERS AND DELIVERY SERVICES

Where delivery is performed by an independent courier or logistics provider, delivery times and handling may be affected by circumstances outside Ethena's direct control.

Ethena will reasonably assist customers in investigating delivery issues.

However, courier delays, attempted deliveries, routing issues, weather conditions, strikes, traffic, force majeure events, or other circumstances outside Ethena's reasonable control may affect delivery times.

25. FORCE MAJEURE

Ethena shall not be responsible for delays or failures caused by circumstances beyond its reasonable control, including but not limited to:

  • natural disasters;
  • severe weather;
  • floods;
  • fires;
  • government restrictions;
  • civil disturbance;
  • strikes;
  • transport disruptions;
  • courier disruptions;
  • infrastructure failures;
  • internet or telecommunications failures;
  • supplier disruptions;
  • epidemics or public-health emergencies;
  • acts of terrorism;
  • war; or
  • other events beyond Ethena's reasonable control.

This provision does not remove any mandatory consumer remedy imposed by applicable law.

26. HOW TO MAKE A CLAIM

To report a qualifying issue, contact Ethena through our official customer-support channel and provide:

Order Number:
Full Name:
Contact Number:
Product:
Date Received:
Description of Issue:
Photographs/Videos:

Where requested, customers must provide additional reasonable evidence necessary to investigate the claim.

Please do not dispose of, alter, or return the product before receiving instructions from Ethena.

27. INVESTIGATION PROCESS

Ethena reserves the right to investigate every claim individually.

An investigation may include:

  1. reviewing the order;
  2. reviewing dispatch records;
  3. reviewing courier information;
  4. examining photographs/videos;
  5. verifying batch information;
  6. examining the returned product where applicable;
  7. reviewing storage and usage information;
  8. comparing the product with retained quality-control information; and
  9. conducting any other reasonable verification.

The outcome of an investigation will be communicated to the customer after reasonable assessment.

28. POLICY CHANGES

Ethena may update this policy from time to time to reflect changes in our operations, products, payment systems, delivery arrangements, or applicable legal requirements.

The version published on our website at the time of purchase will generally apply to that transaction, subject to applicable law.

Customers are encouraged to review this policy before placing an order.

29. GOVERNING LAW

This policy shall be interpreted in accordance with the laws applicable to the transaction and the jurisdiction in which the relevant legal rights and obligations arise.

Nothing in this policy is intended to prevent a consumer from exercising a right or remedy that is legally available to them.

30. IMPORTANT CUSTOMER NOTICE

PLEASE READ BEFORE PURCHASING

Ethena products are sealed personal-use products.

All sales are final for change-of-mind purchases.

We do not accept ordinary returns or exchanges simply because a customer changes their mind, selects the wrong product, dislikes a natural characteristic of the product, or does not achieve their personally expected results.

Please inspect your parcel carefully and contact us promptly if there is a genuine issue with the order.

Once a product has been opened, used, altered, or tampered with, it generally cannot be accepted back because its hygiene, integrity, and storage condition can no longer be reliably verified.

By placing an order, you acknowledge that you have had an opportunity to review this policy before completing your purchase.

Nothing in this policy excludes any consumer right, statutory remedy, or legal liability that cannot lawfully be excluded.

ETHENA'S COMMITMENT

We want every Ethena order to reach you safely, sealed, authentic, and in the condition in which it left our facility.

Our strict sealed-product policy exists to protect:

You — from receiving products that may have been opened or tampered with.

Other customers — from receiving products that cannot be verified as hygienically sealed.

Ethena — from accepting products whose storage, handling, or condition cannot be verified after delivery.

Thank you for understanding and respecting our hygiene and product-integrity standards.