Refund policy

HERBE — REFUND & RETURN POLICY

Effective Date: 21/05/2026 Store: herbe.pk Location: Pakistan

1. OUR COMMITMENT TO YOU

At Herbe, we take pride in delivering 100% natural, high-quality products. If you are not completely satisfied with your purchase, we are here to help. Please read our policy carefully so you know exactly what to expect.

2. RETURN ELIGIBILITY

You may request a return under the following conditions:

  • The return request is made within 7 days of delivery.
  • The product is unused, unopened, and in its original sealed packaging.
  • The original receipt or order confirmation is provided.
  • The product is not damaged due to misuse by the customer.

Returns are NOT accepted if:

  • The product has been opened or used.
  • More than 7 days have passed since delivery.
  • The product was purchased during a sale or promotional offer (unless damaged or defective).
  • The packaging has been tampered with or damaged by the customer.

3. VALID REASONS FOR RETURN OR REFUND

We accept returns and refunds for the following valid reasons:

  • You received a wrong product (different from what you ordered).
  • You received a damaged or broken product.
  • The product was missing from your order.
  • The product has a manufacturing defect.

4. NON-RETURNABLE SITUATIONS

The following situations do not qualify for a return or refund:

  • You changed your mind after placing the order.
  • You did not like the smell, texture, or appearance of the product.
  • You experienced results different from your personal expectations.
  • You ordered the wrong product by mistake.
  • The product was damaged due to improper storage by the customer.

Please note: Natural and herbal products may vary slightly in color, texture, and smell from batch to batch. This is completely normal and is not a defect.

5. HOW TO REQUEST A RETURN

Follow these simple steps to request a return:

Step 1: Email us at support@herbe.pk within 7 days of receiving your order.

Step 2: Provide the following information:

  • Your full name
  • Order number or confirmation message
  • Reason for return
  • Clear photos of the product and packaging

Step 3: Our team will review your request within 1–2 working days and confirm whether your return is approved.

Step 4: If approved, send the product back to our address in Lahore using a reliable courier. Return shipping cost is borne by the customer unless the return is due to our error (wrong or damaged product).

Step 5: Once we receive and inspect the product, we will process your refund or replacement within 15 working days.

6. REFUND POLICY

Full Refund:

A full refund is issued when:

  • You received a wrong, damaged, or defective product.
  • Your order was never delivered and confirmed lost by the courier.

Partial Refund:

A partial refund may be issued when:

  • Only part of your order was received.
  • One item in a bundle was defective but others were fine.

No Refund:

No refund is issued when:

  • The product has been opened and used.
  • The return request is made after 7 days.
  • The return reason does not meet our eligibility criteria.

7. REFUND METHODS

Payment Method Refund Method Timeframe
Cash on Delivery (COD) Bank transfer or EasyPaisa / JazzCash 15 working days


  • Refunds will only be processed to the original payment method or account.

8. REPLACEMENT POLICY

If you prefer a replacement instead of a refund:

  • A replacement will be sent free of charge if the return reason is valid (wrong, damaged, or defective product).
  • Replacement orders are dispatched within 2–3 working days after the returned product is received and inspected.
  • Only one replacement is allowed per order.

9. DAMAGED PRODUCT ON ARRIVAL

If your product arrives damaged:

  • Take clear photos or a video of the damaged product and packaging immediately.
  • Contact us on WhatsApp within 48 hours of delivery.
  • Do not throw away the packaging — we may need it for the courier claim.
  • We will arrange a free replacement or full refund after verifying the damage.

Claims made after 48 hours of delivery for damaged products may not be accepted.

10. CANCELLED ORDERS

  • Orders can be cancelled before dispatch only.
  • Once the order has been dispatched, it cannot be cancelled.
  • To cancel, contact us immediately on email with your order details.
  • If your COD order is cancelled after dispatch, return shipping charges will apply.

11. REFUSED DELIVERIES

  • If you refuse delivery without a valid reason, the order will be returned to us.
  • Re-shipping charges will apply if you wish to receive the order again.
  • Customers who repeatedly refuse deliveries may be blocked from Cash on Delivery for future orders.

12. EXCHANGE POLICY

  • We currently do not offer direct exchanges.
  • If you wish to exchange a product, please place a new order separately.