A customer may request an eligible return within seven calendar days from the date the parcel is delivered.

A return request is not automatically approved. Herboria will review the order details, product type, reason for return and supporting information before issuing return instructions.

Returns sent without prior approval may be refused or returned to the sender.

To qualify for a change-of-mind or standard return, the product must meet all applicable conditions below:

• The product must be unused.
• The product must be unopened.
• The original seal must remain intact.
• The product must be in its original packaging.
• Labels, accessories, inserts and accompanying items must be included.
• The product must not be damaged through misuse or improper storage.
• Valid proof of purchase or a Herboria order number must be provided.

For hygiene, food safety, quality-control and personalization reasons, the following products generally cannot be returned after opening or use:

• Opened food, pantry, dry-fruit, seed, spice or pansar products
• Opened achar, chutney, preserve or murabba products
• Opened edible oils or other consumable liquids
• Opened, tested or used skin-care and personal-care products
• Products with broken, removed or altered seals
• Customized, personalized or specially prepared bundles
• Clearance or final-sale products identified as non-returnable
• Products damaged because of misuse, mishandling or incorrect storage

Herboria may accept a change-of-mind return when the request is made within seven days and the product satisfies all return-condition requirements.

• The customer is responsible for return courier charges.
• The original shipping charge is non-refundable.
• The product must be returned using a trackable courier service.
• The customer remains responsible for the parcel until it reaches Herboria.
• The refund will be processed only after inspection and approval.

If a product arrives damaged, leaking, incorrect or missing, notify Herboria within 48 hours of delivery.

Please provide:

• Your order number
• Your name and contact number
• A clear description of the issue
• Photographs of the external parcel and courier label
• Photographs of the product, damage, leakage or incorrect item
• An unboxing video where available

Where Herboria approves the claim, Herboria will bear the reasonable return or replacement shipping cost. Depending on product availability and the circumstances, we may offer a replacement, missing-item dispatch, store credit or refund.

Customers are strongly advised to record a clear, continuous video while opening the parcel for the first time.

The video should ideally show:

• The sealed courier parcel before opening
• The courier label and visible parcel condition
• The complete opening process without cuts or edits
• Every item removed from the parcel
• Any damage, leakage, missing product or incorrect item

An unboxing video helps us investigate courier-related claims quickly. The absence of a video does not automatically cancel a genuine claim, but sufficient alternative evidence may be required.

The return address is provided only after a return request has been reviewed and approved.

Do not send products to an address found on social media, invoices, search engines or previous parcels unless Herboria has confirmed that address for the specific return.

Herboria is not responsible for products sent without approval or to an incorrect return address.

Returned products are inspected after they reach Herboria. The inspection may include checking the seal, packaging, product condition, accessories and the reason stated in the return request.

If the return is approved, the refund will normally be initiated within 7–10 working days after inspection.

Refunds will be made through the original advance-payment method where reasonably possible, or through another mutually agreed bank or mobile wallet account.

Bank, wallet or payment-processing timelines may apply after Herboria initiates the refund.

An order may be cancelled without shipping deductions if the cancellation request is received and accepted before dispatch.

Once an order has been dispatched, cancellation cannot be guaranteed. If the parcel is stopped, refused or returned after dispatch, the customer will bear the actual courier costs incurred.

Applicable outbound, return-to-origin or redelivery charges may be deducted from the refundable amount.

Approved replacements are subject to product availability. If the same item or variation is unavailable, Herboria may offer:

• A suitable alternative with the customer’s agreement
• Store credit
• A refund of the approved amount