Returns and Refunds
Your satisfaction matters to us. If something is not right with your order, we want to make it right. Please read the following policy before initiating a return.
Return Window
We accept returns within 14 days of the delivery date shown on your tracking confirmation. Requests submitted after this window will not be eligible for a return or refund unless the item arrived damaged or defective.
Return Conditions
To be accepted for a return, items must meet all of the following conditions:
- The product is in its original, sealed packaging.
- The product has not been opened, used, or altered in any way.
- The return request is made within 14 days of delivery.
- Proof of purchase (order number) is provided.
Non-Returnable Items
The following items are not eligible for return or refund:
- Opened or unsealed products.
- Products that have been partially consumed.
- Items purchased during clearance or final sale events.
- Perishable goods or products with compromised seals.
- Gift cards and store credit.
Damaged or Defective Items
If your order arrived damaged or contains a defective product, please contact us within 48 hours of delivery at support@theherbologyhouse.com and include the following:
- Your order number.
- A description of the issue.
- Clear photographs of the damaged item and the outer packaging.
We will review your request and arrange a replacement or full refund at no additional cost to you. The 14-day return window does not apply to damaged or defective items reported within 48 hours.
How to Initiate a Return
To start a return, email support@theherbologyhouse.com with your order number and a brief description of the reason for the return. We will reply with instructions and a return shipping label within one business day.
Please do not ship items back before receiving confirmation from us. Returns sent without prior authorisation may not be processed.
Refund Processing
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund within 2 business days. Approved refunds are issued to the original payment method and typically appear within 5 to 10 business days depending on your bank or card provider.
Original shipping costs are non-refundable unless the return is due to our error or a defective product.