1. Return Policy for Food Products

As our products are classified as consumable food items, we are unable to accept returns or exchanges once an order has been dispatched. This policy is in strict accordance with UK hygiene and safety regulations, which prohibit the return of food goods that cannot be resold.

Consequently, we cannot offer returns under the following circumstances:

• Change of mind.
• Personal preference regarding taste, aroma, or texture.
• Opened or unopened items, unless they are verified as damaged or incorrect upon arrival.

This measure ensures that every product delivered to our customers is fresh, uncontaminated, and safe for consumption.

2. Damaged, Faulty, or Incorrect Items

If you receive an order that is damaged, faulty, or incorrect, we will resolve the issue with a replacement or refund.

To qualify for a resolution, you must:

1. Notify us within 48 hours of receiving your delivery.
2. Provide your unique Order Number.
3. Submit clear photographic evidence of the product, the packaging, and the specific damage or error.

Upon verification of the issue, we will offer one of the following resolutions at our discretion:

• A replacement of the item.
• A full refund.
• Store credit.

3. Missing Items

In the event that an item is missing from your delivery, please contact our support team within 48 hours of receipt. We will review our packing records and dispatch logs to investigate and resolve the discrepancy promptly.

4. Cancellation Policy

Orders may be cancelled only if they have not yet been dispatched from our facility. Once a shipment tracking number has been generated or the package has left our warehouse, the order cannot be cancelled. This is due to our strict no-return policy for consumable goods.

5. Refund Processing

If a refund is approved, the funds will be processed back to your original payment method. Please allow 3 to 7 working days for the funds to appear in your account. Processing times may vary depending on your specific bank or payment provider.

6. Exchanges

Due to hygiene laws governing food products, we do not permit exchanges on any items unless the product received was incorrect or defective.

7. Customer Responsibilities & Liability

To ensure a smooth experience, it is the customer’s responsibility to:

• Verify Delivery Details: Ensure the shipping address provided during checkout is accurate. Herbsion is not liable for items delivered to an incorrect address provided by the customer.
• Prompt Collection: Collect parcels promptly to maintain the quality of the product.
• Review Ingredients: Carefully review all product descriptions and ingredients for potential allergens or sensitivities prior to purchase. Herbsion is not liable for allergic reactions where ingredients were clearly stated.
• Proper Use: Ensure products are stored and used correctly. We are not liable for issues arising from customer misuse or improper storage.

8. Contact Us

If you have any questions regarding your order or believe you are eligible for a replacement or refund under this policy, please contact us immediately. We are dedicated to resolving matters professionally and fairly.