Returns & Refunds Policy – The Herbal Route

At The Herbal Route, nothing matters more to us than happy and healthy customers. While we take great care to ensure your products reach you safely and in excellent condition, we understand that issues may occasionally arise. This policy explains how returns and refunds are handled.

 

  1. General Return Policy
  • Returns are accepted within 14 days of delivery, provided the product is sealed, unopened, unused, and in its original condition.
  • For hygiene and safety reasons, opened or used products cannot be returned or refunded.
  • Once your returned product is inspected and approved, we will issue either:
    • A store credit, or
    • A refund to your original payment method (your choice).
  • Refunds may take up to 7 working days to reflect in your bank account.
  • A return handling fee of 10% or R50 (whichever is higher) applies to non-defective returns to cover processing costs.

 

  1. Damaged or Defective Products
  • If your order arrives damaged, leaking, or broken, please contact us within 48 hours of delivery.
  • Email us at info@theherbalroute.co.za with your order number and a photo of the damaged item.
  • We will arrange a replacement at no extra cost or offer you a refund/credit, depending on your preference.

 

  1. Supply Errors

Although we work hard to pack every order accurately, mistakes may happen. If your order is missing items or includes the wrong product:

  • Notify us immediately at info@theherbalroute.co.za.
  • We will arrange the collection of any incorrectly supplied items and ensure the correct products are delivered to you promptly.

 

  1. Return Process
  1. Email us at info@theherbalroute.co.za within 14 days of receiving your order to request a return.
  2. Our team will assist in arranging collection. Please ensure:
    • The product is securely packaged. Couriers may decline poorly packaged items.
    • The provided return waybill is attached.
  3. Once we receive and inspect the return, we will process your refund or store credit within 7 working days.

 

  1. Important Notes
  • Opened or used products cannot be returned under any circumstances.
  • Final sale/clearance products are not eligible for return or refund.

 

  1. Questions?

We’re here to help! If you have any questions about our returns and refunds policy, please contact us:

📧 Email: info@theherbalroute.co.za
🌐 Website: www.theherbalroute.co.za