Refund & Returns Policy
We want your HerbPromo shopping experience to be simple, transparent and reliable. Find out how returns, replacements, cancellations and refunds are handled.
Our Refund & Returns Promise
At HerbPromo, we want you to receive your order in good condition and have a smooth shopping experience. If there is a problem with your order, please contact our customer support team as soon as possible so we can review the issue and guide you through the appropriate solution.
Depending on the circumstances, an approved request may result in a replacement, exchange or refund, subject to this policy and applicable consumer laws.
Make the process clear, fair and as easy as reasonably possible for our customers.
When Can You Request a Return?
A return, replacement or refund request may generally be considered where the product received has a genuine order or delivery issue.
The product arrived physically damaged or compromised during delivery.
You received a product different from the one ordered.
An item or required component is missing from your order.
Another issue may be reviewed according to applicable policy and law.
Damaged, Defective or Wrong Product
If your order arrives damaged, appears tampered with, contains the wrong product or has missing items, please contact HerbPromo customer support promptly after delivery.
Where possible, take clear photographs of the parcel, shipping label, outer packaging and affected product before disposing of anything.
This information may help us investigate the issue with our fulfilment or delivery partners and determine the appropriate resolution.
How to Request a Return
Please follow these steps when contacting us about a return, replacement or refund.
Contact HerbPromo support and explain the issue with your order.
Include your order number, product name and relevant information about the problem.
Where applicable, provide photographs or other information requested by our support team.
Our team will review the request and provide return or replacement instructions where applicable.
Return Conditions
Unless a different condition is required by applicable law or specifically approved by HerbPromo, returned products should meet the following requirements.
- ✓ The product should be in its original condition.
- ✓ Original packaging should be retained where possible.
- ✓ Product labels and seals should remain intact unless the issue itself concerns damaged packaging.
- ✓ Accessories or complimentary items supplied with the order should be included where applicable.
- ✓ The order number or proof of purchase may be required.
Do not send a product back before receiving return instructions from HerbPromo.
Items That May Not Be Eligible
For safety, hygiene and product-quality reasons, certain products may not be eligible for return once opened or used, except where required by applicable law or where the product itself is defective.
Any legally protected consumer rights remain unaffected.
Order Cancellation
If you need to cancel an order, contact HerbPromo as soon as possible. Cancellation requests are easiest to process before the order has been packed or dispatched.
Once an order has entered fulfilment, been dispatched or handed to a delivery provider, cancellation may no longer be possible.
If an order cannot be cancelled before dispatch, you may need to follow the applicable return procedure after delivery.
Return Inspection
Where a return is approved, the returned product may be inspected after it reaches the designated return location.
How Refunds Are Processed
If a refund is approved, HerbPromo will generally process it using the original payment method where technically possible and legally permitted.
The time required for the refund to appear in your account can also depend on your bank, card issuer, payment provider or other financial institution.
We will communicate the applicable refund status and processing information when your request has been reviewed.
Shipping & Return Charges
Shipping charges and return shipping costs may be treated differently depending on the reason for the return and the applicable law.
Where HerbPromo is responsible for an incorrect or damaged order, an appropriate resolution may be provided after review.
Where a return is requested for reasons unrelated to an error or defect, applicable shipping costs may apply.
Any applicable charges or deductions will be communicated where relevant before the return is finalized.
Replacements & Exchanges
Where a replacement is approved, HerbPromo may replace the affected product with the same or an appropriate alternative, subject to stock availability.
If the same product is unavailable, HerbPromo may provide another appropriate resolution, which may include a refund where applicable.
Contact HerbPromo Support
If you have a problem with your order or need help understanding the return process, our support team can guide you through the next steps.
Contact Support →Refund & Returns FAQ
Quick answers to common return and refund questions.
Contact HerbPromo support as soon as possible. Keep the product, packaging and shipping materials, and take clear photographs of the damage where possible.
Certain wellness, consumable or personal-care products may not be eligible for return once opened or used, subject to applicable law and the circumstances of the product issue.
Refund timing depends on when the request is approved, any required product inspection, and the processing time of the original payment provider or financial institution.
Cancellation may not be possible after an order has entered fulfilment or been dispatched. If cancellation is no longer possible, the applicable return process may need to be followed after delivery.
Depending on the circumstances, product availability, inspection results and applicable requirements, HerbPromo may offer a replacement, exchange or refund.
We're here to help.
Your satisfaction and shopping experience matter to us.
This Refund & Returns Policy should be customized to reflect HerbPromo's actual return window, payment methods, delivery arrangements, business entity, customer support details and applicable consumer-protection requirements in each market where HerbPromo operates. Nothing in this policy is intended to remove or restrict rights that cannot legally be excluded.