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Return and Refund Policy – Herbs Firm

Effective Date: July 29, 2025

At Herbs Firm, we aim to provide you with high-quality products and a smooth shopping experience. Please read our return and refund terms carefully before making a purchase.

1. Scope of the Policy

This Cancellation Policy applies to all orders placed through Herbs Firm within India. It governs:

Customer-initiated cancellations.
Company-initiated cancellations.
Refunds related to cancellations.
Special cases, exceptions, and conditions.

2. Customer-Initiated Cancellation

2.1 Timeframe for Cancellation

Customers may cancel their orders within 24 hours of placing the order or before dispatch, whichever is earlier.
Once the order has been dispatched, cancellation requests cannot be accepted. Customers may instead refer to our Return and Refund Policy if they have received a wrong or damaged product.

2.2 Method of Cancellation

Customers can request cancellation by contacting Herbs Firm’s customer support team via email, phone, or chat.
To ensure timely processing, customers must provide the order ID, registered email/phone number, and reason for cancellation.

2.3 Processing of Cancellation

Once a cancellation request is received, Herbs Firm will review the request.
If the order has not yet been dispatched, cancellation will be approved and processed.
Customers will be notified of the status of their cancellation via email/SMS.

3. Company-Initiated Cancellation

In certain cases, Herbs Firm may cancel an order from our side due to reasons beyond our control. These include:

Out-of-Stock Products: If a product is unavailable after an order is placed.
Payment Issues: Failure to receive payment confirmation or payment fraud.
Incorrect Pricing or Listing Errors: If a product was listed with incorrect price, description, or details.
Unserviceable Locations: If the delivery address is outside the serviceable areas of our courier partners.
Regulatory Restrictions: If certain products cannot be delivered due to government restrictions, lockdowns, or compliance issues.
Customers will be notified immediately in case of such cancellations, and refunds (if applicable) will be initiated as per this policy.

4. Refunds for Cancelled Orders

4.1 Prepaid Orders

For prepaid orders (paid via credit card, debit card, UPI, net banking, wallets, etc.), the refund will be credited back to the original payment method within 5–7 business days after confirmation of cancellation.
In rare cases, the refund may take longer due to delays by banks or payment gateways. Herbs Firm will not be liable for delays beyond our control.

4.2 Cash on Delivery (COD) Orders

If a COD order is cancelled before dispatch, no payment is required.
If the customer has already made a payment (for example, after delivery but before raising a cancellation request), refunds will be made via bank transfer/UPI within 5–7 business days after confirmation. Customers must provide accurate bank/UPI details to receive the refund.

4.3 Shipping Charges

If the order is cancelled before dispatch, any shipping charges collected will be refunded.
If the cancellation request is made after dispatch, shipping charges will not be refunded.

6. Exceptions to Cancellation

Custom or Bulk Orders: Orders placed for customized products, special requests, or large bulk quantities may not be eligible for cancellation.
Discounted/Sale Items: Products purchased during flash sales, clearance events, or promotional campaigns may not be eligible for cancellation once the order is confirmed.
High-Demand Items: Certain limited-stock items may be marked as non-cancellable at the time of purchase.

These exceptions will be clearly communicated on the product page or at checkout.

6. Post-Dispatch Scenarios

Once an order has been shipped, it cannot be cancelled. However, customers may:

Refuse to accept the delivery (in which case shipping charges may be deducted from the refund).
Accept delivery and then raise a return/refund request in line with our Return and Refund Policy.

7. Customer Responsibilities

When requesting a cancellation, customers agree to:

Provide complete and accurate details (order ID, registered phone/email).
Ensure the cancellation request is raised within the eligible timeframe.
Cooperate with Herbs Firm’s customer support for verification.

8. Company Rights

Herbs Firm reserves the right to:

Withhold refunds if fraudulent or suspicious cancellation claims are identified.
Withhold refunds if fraudulent or suspicious cancellation claims are identified.
Modify, update, or revise this Cancellation Policy at any time without prior notice. Customers are advised to review the policy periodically.

9. Communication of Cancellation Status

Customers will be notified of the status of their cancellation request through:

Email (to the registered email address).
SMS (to the registered phone number).
App notifications (if applicable).

10. Force Majeure and External Factors

Herbs Firm shall not be liable for delays or inability to cancel orders due to circumstances beyond our reasonable control, including but not limited to: