Cancellation, Return & Refund Policy – Herbicare

 

At Herbicare, we prioritize delivering high-quality products. Due to the nature of our items, we have a strict return and refund policy to ensure product integrity and safety.


1. Returns & Refunds

  • No Change-of-Mind Returns: We do not accept returns or refunds for change-of-mind purchases due to hygiene and safety reasons.
  • Faulty, Damaged, or Incorrect Products: If you receive a damaged, defective, or incorrect product, we may offer a replacement only (no refunds).
    • If you receive a damaged, defective, or incorrect product, we may offer a replacement only (no refunds).
    • You must notify us within 3 days (72 hours) of receiving your order via admin@herbicare.co.nz with:
      • Clear photographic evidence of the issue.
      • Your order number and a brief explanation of the problem.
    • We may request the product to be returned before sending a replacement.
    • If approved, we will arrange a replacement at no additional cost.
    • Shipping fees are non-refundable unless the error is on our end.

2. Order Cancellation

  • Orders can only be canceled if the request is made before dispatch (typically by 10 AM the next business day).
  • No cancellations will be accepted once the order has been shipped.

3. Lost or Delayed Orders

  • If your order is lost in transit, we may issue a replacement (not a refund) after full investigation with the courier.
  • You must report a missing parcel within 20 days of order placement to qualify for a resolution.

4. Refund Processing

  • Refunds are issued only in cases where a replacement is not possible (at our discretion).
  • Any approved refunds will be processed within 30 days through the original payment method.
  • Any transaction fees (e.g., Stripe,PayPal, credit card fees) will be deducted as per the respective payment provider’s terms.
  • Restocking Fees: In special cases where a refund is granted (outside of defective product claims), a 25% restocking fee will apply.

For inquiries, contact admin@herbicare.co.nz.