Return & Refund Policy
Returns and refunds are classified into the following categories: (I) Item not received, (II) Item not as described, and (III) any reason returns. The following principles apply for returns and refunds regardless of the reason.
I. ITEM NOT RECEIVED
SITUATION: Delivery on the way
SHIPPING METHOD: GOVERNMENT POSTAL SERVICE,EMS, UPS, FedEx, or DHL
If the item is currently being delivered and shows as still on the way to the delivery address, it can be considered as “item not received” in the following circumstances:
• Delivery is delayed and there have not been an updates for over 30 days.
• Items are held at one location such as shipping company or sorting facility for a long period of time over 30 days.
After requesting a Return and Refund request with Herbonlines.com, if the Merchant cannot provide information regarding delivery such as a valid shipping tracking number and there are no further updates from a shipping company beyond 10 days, the Merchant will be responsible for providing a refund.
SHIPPING METHOD: UPS, DHL, FEDEX, TNT or other methods
If delivery information for packages shipped via UPS, DHL, FEDEX, TNT or other methods can not be verified or lacks a shipment tracking number, the Merchant will be responsible for the shipment if a Return and Refund be requested.
If you’ve requested a “Return and Refund” request and the Merchant does not provide valid shipping details, a refund will be issued as long as 60 days has passed since the order was shipped by the Merchant. This also applies to replacement items or orders.
SITUATION: Items detained by customs
SHIPPING METHOD: Any
If an order is detained by a Customs office or is waiting to clear customs, and there are no updates on the delivery information within 10 days, the buyer should provide a photo of the Customs Letter and the Merchant will be responsible for the shipment except for criteria listed in table 1.
Table 1. If an order is detained by Customs for the following reasons and information can be verified in the following circumstances:
SITUATION: Items delivered to the wrong address
SHIPPING METHOD: Any
If an item is delivered to the wrong address, and a return and refund is requested, the Resolution Center will verify whether or not the item was sent to the wrong address. Proof of delivery information will be requested from the Merchant and if the delivery information is valid, no refund and return will be given or processed. Proof of delivery information should include item recipient’s name, delivery address, postal code, and country.
SITUATION: Customer (Buyer) refused to sign for an item
SHIPPING METHOD: Any
If an item arrives to the delivery address and the customer (buyer) refuses to sign for the item because the package arrived damaged, the Merchant will be responsible for the shipment and a return and refund will be processed by Herbonlines.com.
If an item arrives to the delivery address and the customer (buyer) refuses to sign for the item for reasons other than a damaged package, the customer (buyer) will be responsible for paying return shipping fees prior to a refund being processed by Herbonlines.com. %35 restocking fee will be applied.
SITUATION: False shipping or tracking number
SHIPPING METHOD: Any
If a shipment is either lacking a tracking number or the tracking number cannot be found on an official shipping or logistic company’s website after 7 days of order placement, the Resolution Center can assist in validating the shipping or tracking number. If the Merchant does not provide a shipping or tracking number, the Merchant will be responsible for providing a refund.
If shipping or tracking number is valid; however, the delivery information is inconsistent with the order, the Merchant will be responsible for providing a refund. An example of this situation is when the delivery country is USA, however, the tracking information shows that the delivery country of France.
II. ITEM NOT AS DESCRIBED
SITUATION: Item significantly not as described
An item is defined as not matching the product description if upon receipt it is damaged, defective, or has other quality issues where the item cannot be used for its intended purpose.
For electronic items or those where a product model number is included in the item description, item photo, or item title, the assumption is that these items have all the functionality of the product model number.
In the following situations where a product is believed to not match the item description, valid information such as a photo or video of the item should be provided to the Resolution Center where a return and refund will be determined. For items where there are serious defects, returning the items may not be necessary.
Table 2. Examples of whether an item qualifies as significantly different from description.
Table 3. Examples of whether an item qualifies as not as described.
SITUATION: Quantity issues
1) Quantity shortage
If an order received has less quantity than described, the Resolution Center will review the photo evidence received from the buyer and freight weight certification to determine whether a refund will be issued.
If an order does not meet described measurements or there is a misunderstanding of measurements, the Resolution Center will review the item description and adhere to global recognized measurements.
For example, for earrings, 1 piece would refer to 1 pair of earrings.
SITUATION: Fake or misstated items
If an item received differs from the product description because it is fake or misstated, the Resolution Center will review as to whether a refund will be issued. Generally, photo or video of the item will need to be submitted. An example of a fake item is where the item description states the material is gold, but the item is of another type of material.
SITUATION: Items that infringe on intellectual property rights (IPR)
If an item received infringes or violates an authorized brand holder’s intellectual property rights, the Resolution Center will review as to whether a refund will be issued. Generally, photo or video of the item will need to be submitted.
SITUATION: Color, style, or size discrepancies
If an item differs from the item listing's photos and/or size, color, appearance, style, model or material, the Resolution Center will review as to whether a refund will be issued.
For color or style discrepancies, options available include return and full refund, or partial refund. If the item is returned, the Merchant will be responsible for the return shipping fees.
For size discrepancies, the Resolution Center will review information provided via photo or video as to whether a refund will be issued.
Table 4. Examples of items not as described due to color, style, or size.