Refund & Returns Policy

Returning a Product
Returning refers to the process where a buyer sends back a purchased item to the seller via the Herbanation platform.

Requesting a Replacement
Replacement involves swapping the original item with a new one. Buyers can request a replacement for various reasons, including damage during transit, defective products, missing items, or incorrect items shipped.

Common Reasons for Return/Replacement Requests

Defective Product: The item received is faulty or not working as expected.

Shipping Damage: The product was damaged during transit.

Missing Items: Parts of the order are missing.

Incorrect Item Delivered: The product received is different from what was ordered.

Size Issues: The item delivered has a mismatch in size.

Expired Product: The item received is expired.

In most cases, returning an item may also lead to a refund.

Key Points to Note

Seller’s Discretion: Sellers can approve or reject return/replacement requests at their discretion.

Dispute Filing: If a seller rejects a return/replacement request, the buyer has the option to file a dispute.

Wrong Orders: Buyers who order the wrong item are generally not entitled to returns or refunds.

Request Timing: Return/replacement requests must be raised within the applicable period for the specific product, accompanied by photos or other proofs as required by Herbanation.

Replacement Process

Buyers must contact customer service through the phone number to initiate a return or replacement.

Sellers will process returns or replacements only after receiving the returned shipment. Refunds are typically completed within 30 days of the reverse pickup.

Note: We initiate the refund immediately upon receiving the product, but it may take 4-6 weeks depending on the payment provider and banks involved, which is beyond our control. The refund will be processed only through the original payment method.

If the seller cannot provide a replacement due to stock unavailability, a refund will be issued instead.

All shipping and replacement costs are covered by the seller.

Return Acceptance Criteria

Easy Online Request: Initiate a return request online via your Herbanation account or by emailing customer care.

Wrong Product/Size Issues: Must be reported within 7 days of delivery with appropriate proof.

Missing Items: Must be reported within 2 days of delivery with relevant evidence.

Damaged Packaging: Do not accept deliveries with visibly damaged packaging. If the damage is noticed after opening, report it within 2 days.

Expiry Date: Products near or past their expiry date should be reported within 7 days with clear photos showing the expiry date.

Important Considerations

Product Condition: Ensure that the returned product is in its original condition, with all tags, labels, and packaging intact.

Partial Orders: If only part of a multiple-item order is damaged, Herbanation will replace or refund only the affected items.

Refunds: Refunds include the full amount paid, including shipping charges.

Pickup Process: Once a return is approved, a pickup will be arranged. If pickup is not possible, the buyer may self-ship the item, and Hebanation will reimburse the shipping cost (up to Rs. 75).

Stock Availability: Replacements depend on stock availability. If unavailable, a refund will be issued.

Non-Acceptance Conditions

There are instances where returns or replacements may not be supported:

Late Requests: Requests made outside the specified timeframe.

Wrong Orders: Products ordered incorrectly or partially consumed are not eligible.

Minor Leaks: Liquid leakage up to 25% is not covered, but anything above is.

Incomplete Packages: Missing tags, labels, or original packaging can disqualify a return.

Manufacturer’s Warranty: Products covered under warranty should be addressed directly with the manufacturer.

Customer Misuse: Items damaged by misuse are not eligible.

Non-Returnable Items: Certain categories like used elastic supports, books, and consumables with broken seals are non-returnable.

Tampered Serial Numbers: Products with missing or tampered serial numbers.

Herbanation’s Replacement Assurance

If you receive an incorrect or defective product, it can be returned for a replacement within 7 days. Damaged, leaked, or missing items should be reported within 2 days. The item will be picked up and replaced promptly.

If there is a size issue with elastic supports, you can request an exchange, ensuring the product remains unused and in its original condition.

Herbanation’s Right to Cancel Returns

Herbanation reserves the right to cancel return requests in cases of fraudulent or unjustified complaints. Such products will be discarded.

Return Process

Intimation: Visit www.herbanation.com to notify of a return.

Verification: Herbanation’s customer care will verify the claim within 72 business hours.

Collection: Once verified, the return process will be initiated.

Packaging: The product must be packed in its original packaging.

Refund Timeline: Refunds will be processed within 30 days from the reverse pickup date.

Cancellation Policy

Customer-Initiated: Orders can be canceled via the Herbanation account until they are shipped. After shipping, the customer may refuse the package, and a refund will be processed after receipt.

Note: For customer initiated cancellation, the payment processing fee will be deducted.

Herbanation-Initiated: Orders may be canceled due to reasons such as non-availability of the product, pricing errors provided by the brand, non availabilities of quantities or other issues beyond Herbanation’s control.