Returns & Refunds Policy

At HerbSouk, we take care to ensure that every order is packed and dispatched in good condition. Because our products are intended for personal consumption, we are unable to accept general returns once an order has been delivered.

This policy explains when a replacement, return or refund may be considered and how to report an issue with your order.

1. General return policy

HerbSouk does not accept returns for change of mind or for products that have been opened, used or consumed.

For hygiene, safety and product-integrity reasons, ingestible products cannot ordinarily be returned once delivered.

A return, replacement or refund will only be considered in the circumstances described in this policy.

2. When a refund may be considered

A refund may be considered where:

• the product is received with its sealed packaging damaged, broken, leaking or tampered with during transit; or
• the product itself has been materially damaged during delivery.

The issue must be reported to HerbSouk within 48 hours of delivery and must be verified by our team.

After reviewing the claim, HerbSouk may offer a replacement or refund, depending on the circumstances and product availability.

Refunds are not automatically issued simply because a claim has been submitted.

3. Damaged or tampered products

If your order arrives visibly damaged or tampered with, we recommend refusing the shipment where reasonably possible.

If you have already accepted the order and discover damage afterwards, please contact us within 48 hours of delivery.

Please retain:

• the affected product;
• original product packaging;
• outer shipping packaging;
• shipping label; and
• clear photographs or videos showing the damage or tampering.

We may request these details to verify the condition of the shipment.

Claims submitted without sufficient information or after the reporting period may not be eligible for resolution, except where otherwise required by applicable law.

4. Incorrect product received

If HerbSouk sends you a product different from the one you ordered, please contact us within 48 hours of delivery.

Once the issue has been verified, we will ordinarily arrange for the correct product to be sent to you.

Incorrect-product cases do not automatically qualify for a monetary refund.

Where a replacement cannot reasonably be provided, HerbSouk may offer another appropriate resolution.

5. Missing item from an order

If one or more items are missing from your shipment, please contact us within 48 hours of delivery.

After verification, HerbSouk will ordinarily arrange for the missing item to be dispatched.

A missing-item claim does not automatically qualify the complete order for a refund.

6. Expired or otherwise unusable product

If you receive a product that is expired at the time of delivery or otherwise appears unsuitable for use due to a verified fulfilment issue, please contact us within 48 hours of delivery.

After verification, we will ordinarily provide a replacement.

If a replacement is unavailable, an alternative resolution may be offered in accordance with applicable law.

7. Situations where refunds are not offered

Except where required under applicable law, refunds will not be provided for:

• change of mind;
• ordering the wrong product or quantity;
• taste, flavour, smell or texture preference;
• personal dislike of the product;
• expected or perceived results not being achieved;
• opened or partially consumed products without a verified damage issue;
• products used contrary to the directions provided;
• minor damage to the outer courier packaging where the sealed HerbSouk product remains intact and safe;
• incorrect or incomplete address information supplied by the customer;
• unsuccessful delivery caused by repeated customer unavailability;
• refusal of a correct and undamaged order;
• normal courier delays; or
• requests submitted outside the applicable reporting period without a valid reason.

Individual experience with wellness and nutritional products can vary. A particular result or timeline is therefore not guaranteed and does not by itself create eligibility for a refund.

8. Opened or consumed products

Once a product has been opened, used or consumed, it cannot ordinarily be returned.

An exception may be considered only where there is a verified product-integrity issue that was not reasonably apparent before opening.

We may request photographs, batch information, packaging details and other information necessary to investigate such a concern.

9. How to request a replacement or refund

To report an eligible issue, contact HerbSouk at:

Email: Hello@herbsouk.in@herbsouk.in
Phone: +91 8557841000

Please include:

• your name;
• order number;
• registered phone number or email address;
• description of the issue;
• clear photographs or videos of the product and packaging; and
• any other information reasonably requested to verify the claim.

Please do not dispose of the affected product or packaging until our team has completed its review.

10. Review of your request

Once we receive the required information, our team will review the request and confirm whether it qualifies for:

• replacement;
• dispatch of a missing or correct item;
• refund; or
• another appropriate resolution.

HerbSouk reserves the right to reasonably verify the circumstances of a claim before approving a replacement or refund.

11. Approved refunds

Where a refund is approved, it will generally be initiated through the original payment method used for the order, where technically possible.

For approved refunds relating to Cash on Delivery orders, we may request appropriate bank or payment details from you in order to process the refund.

After HerbSouk initiates the refund, the time taken for the amount to appear in your account may depend on your bank, payment provider or other financial institution.

Any applicable COD, shipping or handling charge may be treated separately depending on the circumstances of the claim.

12. Replacement availability

Where a replacement is approved, it will be subject to product availability.

If the same product is unavailable, HerbSouk will contact you and provide an appropriate alternative resolution.

13. Return shipping

Where HerbSouk requires an eligible damaged or incorrect product to be physically returned, we will provide instructions for the return process.

Please do not independently ship a product back to HerbSouk unless our customer-care team has asked you to do so.

14. Orders returned to origin

Orders that are returned to HerbSouk because of an incorrect address, repeated recipient unavailability or refusal of an otherwise correct order will not automatically qualify for a refund.

Any reshipment or other resolution will be evaluated based on the circumstances of the order.

Additional shipping charges may apply where an order needs to be dispatched again.

15. Cancellations

If you wish to cancel an order, please contact us as soon as possible.

A cancellation can generally be processed only before the order has been dispatched.

Once an order has been handed over to the courier, cancellation may no longer be possible.

Any approved cancellation refund for a prepaid order will be processed in accordance with the applicable payment method and processing timelines.

16. Applicable consumer rights

Nothing in this policy is intended to exclude or restrict any rights available to you under applicable Indian consumer law.

Where applicable law requires a different resolution in a particular situation, the applicable legal requirement will prevail.

17. Related policies

Delivery timelines, shipping charges, tracking and courier-related matters are governed by our Shipping & Delivery Policy.

The collection and use of personal information are governed by our Privacy Policy.

Contact us

For questions relating to a return, replacement or refund, contact:

Email: Hello@herbsouk.in
Phone: +91 8557841000