Return Policy

Effective Date: October 7, 2025

Your satisfaction with our non-prescription herbal products is important to us. We have crafted our return policy to be as clear and fair as possible.

Please read the following carefully to understand our process. A key distinction to note is that only non-prescription, pre-packaged herbal products are eligible for returns.

Important: Prescription Herbal Medicine

Due to the personalized nature and for the safety and health of our customers, we do not accept returns or offer refunds on any custom-prescribed herbal medicine. These formulas are created specifically for your unique constitution and cannot be restocked or reused.

If you have concerns about your prescription formula, please contact your practitioner directly through our telehealth portal or reach out to our support team to arrange a follow-up.

Our 30-Day Return Policy for Non-Prescription Items

For all other items in our online store, such as non-prescription supplement products and accessories, you have 30 calendar days from the date you receive your item to initiate a return.

Eligibility for a Return

To be eligible for a return and refund, your item must meet the following criteria:

• Unused and Unopened: The item must be unused, unopened, and in the same condition that you received it.
• Original Packaging: The item must be in its original, sealed packaging.
• Proof of Purchase: You must have a receipt or proof of purchase (such as your order number).

How to Initiate a Return

1. Contact Us: To start a return, please email our support team at returns@herbly.org with your order number and the reason for your return.
2. Receive Authorization: Our team will review your request. If your item is eligible, we will provide you with a Return Merchandise Authorization (RMA) number and the return shipping address.
3. Ship Your Item: Securely pack the item in its original packaging. You are responsible for the shipping costs associated with returning the item. We highly recommend using a trackable shipping service, as we cannot be responsible for items lost or damaged in transit.

Refund Process

1. Inspection
Once we receive your returned item, our team will carefully inspect it to ensure it meets the eligibility criteria outlined above. We will send you an email to notify you that we have received your item and are processing it.

2. Notification & Approval
After the inspection is complete, we will immediately notify you of the status of your refund claim.

3. Refund Issuance
If your return is approved, we will initiate a refund to your original method of payment. Please note that shipping costs are non-refundable.

You will receive the credit within approximately 7 business days, depending on your card issuer's or payment provider's policies.

Additional Policy Details

Shipping Costs
You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund amount.

Damaged or Incorrect Items
If you received a damaged, defective, or incorrect item, please contact us at hello@herbly.org within 7 days of receiving your order. Please include your order number and a photo of the issue. We will work with you to resolve the problem promptly.

Rejected Returns
In the event your return claim is rejected because it does not meet our eligibility criteria (e.g., the item has been opened or used), we will notify you via email. It is the responsibility of the customer to arrange and pay for return shipping back to their address should they want the item back. We will hold rejected items for 14 days before they are discarded.

Questions?
If you have any questions about our return policy, please don't hesitate to contact us at hello@herbly.org

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