Return & Refund Policy

Effective Date: 27 Aug 2026
Brand/Website: HERBS&HEAVEN™ | www.herbsandheaven.in

At HERBS&HEAVEN™, we take care to pack and dispatch our products in good condition. As our products include food and consumable items such as tea, coffee, spices, and rice, returns are generally not accepted once the product has been delivered, except in the specific circumstances described below.

1. Eligibility for Refund

A customer may request a refund or replacement only if the product:

A. Was Damaged During Delivery

If the product arrives damaged, broken, leaking, torn, crushed, or otherwise materially damaged during transit, the customer may request a replacement or refund.

Customers should:

• Take clear photographs of the outer package and shipping label.

• Take photographs/videos showing the damage to the product.

• Contact us as soon as possible after delivery.

• Provide the order number and relevant photographs/videos.

B. Was Expired at the Time of Delivery

If a product is delivered with an expiry/best-before date that has already passed, the customer may request a refund or replacement.

The customer should provide:

• Order number.

• Photograph of the product showing the expiry/best-before date.

• Photograph of the product and packaging.

Products that become expired after delivery due to delayed consumption or improper storage are not eligible for a refund.

2. Non-Returnable / Non-Refundable Situations

Refunds or returns will not normally be provided for:

• Change of mind after placing an order.

• Incorrect product selection by the customer.

• Taste, flavour, aroma, colour, or personal preference.

• Product no longer being wanted.

• Opened or partially consumed food products.

• Products damaged after delivery due to improper handling or storage.

• Products damaged by the customer.

• Incorrect storage after delivery.

• Minor packaging imperfections that do not affect the product.

• Delays caused by circumstances outside our reasonable control where the product itself arrives in acceptable condition.

• Products purchased from unauthorized sellers or third-party marketplaces, unless the purchase is covered by the applicable platform's policy.

3. Time Limit for Reporting a Problem

Customers should report a damaged or expired product within 48 hours of delivery.

Requests submitted after this period may not be accepted because food and consumable products can be affected by storage and handling conditions after delivery.

4. Proof Required

To process a claim, we may request:

• Order ID/order number.

• Customer name and contact details.

• Photographs of the product.

• Photographs of the shipping package.

• Photograph of the shipping label.

• Photograph clearly showing the expiry/best-before date, where applicable.

• Unboxing video, where available.

Providing an unboxing video is recommended for damaged-delivery claims, particularly for products where the damage may not be visible from the outside.

5. Refund or Replacement

After reviewing the claim, HERBS&HEAVEN™ may, at its discretion and subject to applicable law:

• Send a replacement product; or

• Issue a refund for the affected product; or

• Provide another appropriate resolution.

A replacement will generally be provided where the same product is available. If the product is unavailable, a refund or suitable alternative may be offered.

6. Refund Process

If a refund is approved, the refund will generally be processed to the original payment method used for the order.

The time taken for the amount to appear in the customer's account may depend on the customer's bank, card issuer, payment gateway, or other payment provider.

Shipping or delivery charges will be handled in accordance with the circumstances of the approved claim and applicable law.

7. Damaged Package at Delivery

If the package appears visibly damaged at the time of delivery, customers are encouraged to:

1. Photograph the package before opening it.

2. Photograph the shipping label.

3. Record the unboxing process where possible.

4. Check the product for damage.

5. Contact HERBS&HEAVEN™ promptly if the product is damaged.

Where a courier provides an option to record a damage remark or delivery exception, customers are encouraged to do so.

8. Incorrect or Missing Product

If you receive a product that is different from the product ordered or an item is missing from your order, please contact us promptly with your order details and photographs of the package and products received.

Such cases will be reviewed separately and resolved appropriately in accordance with applicable law.

9. Hygiene and Food Safety

For safety and hygiene reasons, we generally do not accept the return of opened or used food products, including:

• Tea

• Coffee

• Rice

• Spices

• Other edible or consumable products

This restriction does not affect any rights or remedies available to customers under applicable law.

10. Product Storage

Once an order has been successfully delivered, the customer is responsible for storing the product according to the storage instructions printed on the packaging.

HERBS&HEAVEN™ is not responsible for deterioration caused by improper storage, exposure to moisture, excessive heat, direct sunlight, contamination, or other inappropriate conditions after delivery.

11. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order. Cancellation may not be possible once the order has been processed, packed, dispatched, or handed over to the delivery partner.

Any eligible cancellation/refund will be handled in accordance with applicable law and the payment method used.

12. How to Request a Refund

Please contact us through:

Email: [Customer Support Email]
Phone/WhatsApp: [Customer Support Number]
Website: [Website URL]

Please mention “Refund/Replacement Request” in the subject line and provide your order number along with photographs/videos supporting your claim.

13. Review of Claims

Every damaged or expired-product claim may be reviewed individually. HERBS&HEAVEN™ reserves the right to request additional information or evidence reasonably required to verify the claim.

We aim to process valid claims fairly and efficiently while maintaining appropriate food-safety standards.

14. Changes to This Policy

HERBS&HEAVEN™ may update this Return & Refund Policy from time to time. The updated policy will be published on the website with the revised effective date.

15. Contact Us

For questions regarding returns, refunds, damaged products, or expired products:

HERBS&HEAVEN™
Email: info@herbsandheaven.com
Phone: +91 7851842807
Website: www.herbsandheaven.in
Address: 17, 7th Main Rd, Indira Nagar II Stage, Hoysala Nagar, Indiranagar, Bengaluru, Karnataka 560008