Dear customers.

Please note the following

1. Once an order is processed and handed over to the shipment carrier, it cannot be cancelled or refunded. At this stage, the order is considered final and is no longer eligible for cancellation or refund.

2. Herbkart reserves the right to cancel and issue a refund for orders for any reasons including but not only limited to unavailability of product/ out of stock, ensuring a 100% refund for the products/order to the customer.

3. Customers are required to raise refund or return requests via the Contact Us section on Herbkart.com within 3 days from the date of delivery. 3 days of Delivery will be calculated from the same day of delivery (1) + (2) calendar days. After 3 days no Refund or Return request will be accepted by Herbkart.

3(a). The delivery date will be determined solely by the shipment provider’s tracking information, as reflected in the Tracking Number/AWB Number associated with your order. This date will be used to process any claims or requests related to delivery.

4. Refund and return requests can only be raised once the products have been delivered to the customer and if any of the below-mentioned issues have been encountered:

4(a). In case you have received a wrong product

• Name of the product
• Order number
• Detailed description of the condition of the product you have received
• Images of the products received (item name to be clearly visible)
• Invoice copy
• An unboxing video recording is required as evidence for the claim of wrong product received. A clear video recording of all products, video should start before the time of parcel seal opening process.

4(b). In case you have received a damaged product/damaged in transit

• Name of the product
• Order number
• Detailed description of the condition of the product you have received
• Images of the products received (item name to be clearly visible)
• Images of defective / damaged part of the product
• Product tag
• Invoice copy
• An unboxing video recording is required as evidence for claiming damaged product received. A clear video recording of all products, video should start before the time of parcel seal opening process.

4(c). Received an expired product

• Name of the product
• Order number
• Detailed description of the condition of the product you have received
• Images of the products received (item name to be clearly visible)
• Images of the expired product received (item name and expiry date to be clearly visible)
• Invoice copy
• An unboxing video of product with batch number, manufacturing and expiry date.

4(d). Received an incomplete order

• Name of the product
• Order number
• Detailed description of the condition of the product you have received
• Images of the other products received (item name to be clearly visible)
• Packaging box image
• Invoice copy
• An unboxing video recording is required as evidence for incomplete order claim. A clear video recording of all products, video should start before the time of parcel seal opening process.

5. Please provide detailed explanations and necessary details to assist us in processing your refund request promptly.

6. To facilitate efficient processing of claims related to missing, incomplete, damaged, expired, or incorrect products, Herbkart requires a clear, unedited video recording of the package opening process (unboxing video) from the initial seal opening to the completion of unpacking. Please note that still images or videos taken after the box/package has been opened will not be accepted as evidence for claims.

Important: The unboxing video is essential to verify the authenticity of claims, as it enables us to distinguish between genuine cases and staged videos. While we ensure that our vendors and shipment providers deliver orders accurately and with care, errors can still occur. Therefore, we strongly recommend that customers record an unboxing video to validate their claims and expedite the resolution process.

7. Returns and replacements for packaged food products due to issues such as objectionable smell, taste, quality, or color will not be directly facilitated by Herbkart. Customers must register a claim with Herbkart for such issues, after which Herbkart will notify the manufacturer/brand/seller. Following an investigation or batch quality check, the manufacturer/brand/seller will either approve or reject the customer’s claim. If the claim is accepted, Herbkart will proceed with a return, replacement, or refund accordingly. However, if the manufacturer/brand/seller rejects the claim, Herbkart will not issue any refund, replacement, or return.

8. Herbkart does not entertain return, replacement, or refund requests for food products solely based on the customer’s taste expectations.

9. In the event of a manufacturing batch issue with a product, Herbkart will issue a refund post investigation of such cases with the manufacturer/brand upon the return of the product from the customer.

10. Customers are advised to thoroughly read product labels and verify essential product details before consumption, usage, or application. Any feedback regarding the product should refer to the product label for brand/manufacturer contact information.

11. For further clarification on product usage, application based on diagnosis, customers are encouraged to consult a physician, health expert, or relevant authorities. Herbkart does not provide prescriptions or product usage/application recommendations based on diagnosis to customers.

12. Information on Herbkart should not be construed as medical advice or expert opinion. Customers should refer to the product label for accurate information.

13. Herbkart uses third party courier services, therefore refund cannot be issued for orders in transit or for reasons such as delay by the third party courier services.

14. If the customer provides an invalid “mobile number / e-mail/ address” due to which the shipment company or customs unable to establish a contact, no refunds will be issued.

15. Herbkart does not collect customs duty or any other import fees on behalf of customers. As the recipient, you are responsible for paying any applicable customs duty, taxes, or fees directly to the customs authorities in your country if charged any. Herbkart’s product prices or shipment prices do not include customs duty or any other additional fees. We recommend checking with your local customs office to determine any potential charges before placing your order.

16. Please note that Herbkart ships products in sealed packaging. However, we cannot issue refunds if a customer receives a product with an opened seal. This is because products may be subject to customs clearance procedures, which can include opening the outer packaging for chemical testing or investigation. Herbkart is not responsible for products that are opened by customs authorities, as they have the jurisdiction to inspect and test products before allowing them into the country, as per legal requirements.

17. Herbkart will not issue a refund to customers if a package is withheld, confiscated, or destroyed by the customs department or relevant authorities in the destination country due to non-payment of customs duty by the customer. In such cases, the customer is solely responsible for settling any outstanding customs charges with their country’s customs department to retrieve their package. If the package is not retrieved or is destroyed, Herbkart will not provide a refund or replacement. We encourage customers to ensure timely payment of customs duty to avoid any issues with package delivery.