Refunds & Returns Policy

🌱 At Herbal House Australia, we stand behind the quality of our products and aim to make every purchase with us a confident one. We understand that there may come a time where you have had issues with a product and need to return it to us, hence we want to make the returns process as simple and easy as possible for you.

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🚚 Returns:

Our goods come with guarantees because we know their quality. Under Australian Consumer Law, you are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. In case the of a major failure, you are also entitled to a refund. 

A major failure is when: 

• The item has a problem that would have stopped you from buying the item if you had known about it
• Is unsafe
• Is significantly different from the sample or description
• Does not do what we said it would, or what you asked for and cannot be easily fixed

If the problem is not major, we will either replace the item or repair it within a reasonable time. 

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🔧How to Request a Return: 

If you believe your item has a fault, contact us directly at sales@herbal-house.com.au. We may need to send the product to the manufacturer for inspection to determine if it qualifies for a replacement, refund, or repair.

1. What to Include on your Email: 

• Your order number
• Reason for return
• Clear photos or videos (especially for faulty or damaged items)
• Your contact details (name, phone number, and address)

2. Wait for Approval:

We will assess your request and confirm:

• If the return is approved
• The appropriate outcome (repair, replacement, refund, or store credit)
• Full return instructions

3. Package the Item:

• Use original packaging 
• Ensure the item is clean and securely packed
• Include your order number and full name inside the parcel

4. Send Your Return:

• Only send items after receiving approval
• We will provide the correct return address and instructions

Important: If the product is found to be undamaged or if it has been damaged due to improper use, Herbal House reserves the right to refuse any refund, exchange, or repair.

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🗓️ 7-Day Return Window (Goodwill Policy):

We offer a 7-day return window from the day of delivery as a gesture of goodwill. To qualify for a return, the item must be unopened, unused and in original packaging.

Please note:

• You will be responsible for the return shipping cost
• A restocking fee will apply to the return
• The original courier fee for shipping the item to you will be deducted from the refund amount

Items returned within the 7-day period will be eligible for store credit.

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💳 Refunds & Processing Time:

• Approved refunds will be issued to your original payment method
• Please allow 3–5 business days for processing once the item is received
• Your bank or payment provider may take additional time to release funds

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📢 Important Notes

• Returns sent without prior approval may not be processed
• If a product is found not to be faulty (or has been misused or incorrectly installed), the return may be declined
• Shipping costs are non-refundable, unless the item is faulty or incorrect

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📧 Need Help?

We care about your experience with us and aim to resolve any issues promptly and fairly. 

If you have any questions or need support, our team is here to help: sales@herbal-house.com.au