Refund policy

RETURN, REFUND & CANCELLATION POLICY

Last updated: September 23, 2026

Thank you for shopping with The Herbalists. Because many of our products are wellness, personal-care, consumable, or made-to-order/fulfilled products, we maintain a final-sale policy except where an item arrives damaged, defective, incorrect, is lost in transit, or where a refund or other remedy is required by applicable law.

FINAL SALE / CHANGE-OF-MIND RETURNS

All sales are final unless otherwise stated in this policy or required by applicable law.

We do not accept returns, exchanges, or provide refunds for:

• Change of mind or buyer's remorse
• Products a customer no longer wants
• Preference regarding taste, scent, texture, appearance, or similar subjective characteristics
• Incorrect products or quantities selected by the customer at checkout
• Incorrect or incomplete shipping information supplied by the customer
• Unclaimed packages
• Packages refused by the recipient
• International shipments rejected by customs because of destination-country restrictions
• Failure or refusal to pay applicable customs duties, import taxes, or fees
• Products that have been opened, used, consumed, or tampered with, except where applicable law requires otherwise

DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If your order arrives damaged, defective, mislabeled, or contains an incorrect item, contact us as soon as possible.

Please provide:

• Your order number
• A description of the issue
• Clear photographs showing the product, packaging, shipping label, and damage or defect where applicable

Eligible claims should be submitted within 30 days after delivery.

If the claim is approved, we may provide a replacement or refund, as appropriate.

Please do not return products to our fulfillment provider unless we specifically instruct you to do so.

LOST OR UNDELIVERED ORDERS

If tracking indicates that your package was lost in transit or the package has not arrived, contact us promptly.

Claims for packages believed to be lost in transit should be submitted no later than 30 days after the estimated delivery date.

If an order is confirmed lost and the claim is approved, we may provide a replacement or refund.

An order marked delivered by the carrier may require investigation with the carrier before any resolution can be offered.

INCORRECT ADDRESS / UNCLAIMED SHIPMENTS

Customers are responsible for providing a complete and accurate shipping address.

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, failed to claim the shipment, refused delivery, or otherwise caused the shipment to be returned, the customer may be responsible for any reshipping or additional delivery costs.

A refund is not guaranteed in these circumstances.

ORDER CANCELLATIONS

Contact us immediately if you need to cancel or modify an order.

Orders may only be canceled while cancellation remains operationally possible.

Our fulfillment process begins quickly after an order is placed. Once an order has entered preparation, production, fulfillment, or shipment, cancellation may no longer be possible.

Submitting a cancellation request does not guarantee cancellation.

If we successfully cancel an eligible order before it becomes non-cancellable, any applicable refund will be processed according to the original payment method and applicable payment-processing timelines.

INTERNATIONAL ORDERS

International customers are responsible for understanding their country's import restrictions and for paying any applicable customs duties, taxes, tariffs, or other import charges unless expressly stated otherwise at checkout.

We cannot guarantee that every product is eligible for import into every destination.

Orders rejected, abandoned, destroyed, or returned because of customs restrictions, unpaid duties/taxes, or recipient action may not qualify for a refund.

EU / EEA / OTHER MANDATORY CONSUMER RIGHTS

Nothing in this policy limits rights that cannot legally be waived.

Customers located in jurisdictions that provide mandatory cancellation, withdrawal, return, refund, warranty, or consumer-protection rights remain entitled to those rights.

Where applicable law conflicts with this policy, applicable law controls.

SHIPPING DELAYS AND UNAVAILABLE PRODUCTS

Shipping and delivery dates are estimates unless expressly guaranteed.

If we are unable to ship an order within the period required by applicable law, we will provide any notice, cancellation opportunity, or refund required by law.

If a product becomes unavailable after purchase and we cannot fulfill the order, we may cancel the affected item or order and issue the appropriate refund.

REFUND PROCESSING

Approved refunds are returned to the original payment method unless otherwise agreed or required by law.

Banks and payment providers may require additional time to post a completed refund.

ORIGINAL SHIPPING COSTS

Original shipping charges are generally non-refundable except where:

• The refund results from our error or a fulfillment error;
• The entire order cannot legally or operationally be fulfilled; or
• Applicable law requires reimbursement.

CONTACT

For order problems, cancellation requests, or eligible refund/replacement claims, contact:

support@theherbalists.shop

Please include your order number and relevant supporting information.

The Herbalists reserves the right to review claims for compliance with this policy and applicable law.