Our Commitment
We want you to be genuinely satisfied with every Herblo Naturals purchase. We formulate our products with care and quality, and we stand behind them. If something goes wrong with your order, we will make it right.
When Returns Are Accepted
Due to the personal care nature of our products and for hygiene reasons, we are unable to accept returns of opened products unless the product was received damaged, defective, or significantly different from its description.
We accept returns and provide replacements or refunds in the following circumstances:
1. Damaged Products
If your product arrives broken, cracked, leaking, or otherwise physically damaged during transit — please contact us with a photograph of the damage within 7 days of receiving your order. We will arrange a replacement at no cost to you.
2. Defective Products
If a product has a manufacturing defect — such as an unusual smell, unexpected appearance, or signs of contamination — please contact us within 7 days. Do not use a product you believe to be defective. We will assess your report and arrange a replacement or refund.
3. Incorrect Products
If you receive a product that is different from what you ordered, please contact us within 7 days with your order number and a photograph of what you received. We will send the correct product and arrange return of the incorrect item at our cost.
4. Allergic Reactions
We strongly recommend performing a patch test before using any new product (see our Disclaimer). However if you experience a significant allergic reaction to a Herblo Naturals product — despite following patch test guidance — please contact us. We will review each case individually and may offer a partial or full refund at our discretion.
How to Request a Return or Refund
Step 1: Email us at hello@herblonaturals.com within 7 days of receiving your order.
Step 2: Include the following in your email:
- Your full name and order number
- A clear description of the issue
- Photographs (if the product is damaged, defective, or incorrect)
Step 3: We will respond within 2 business days with instructions for next steps.
Step 4: If a return is required, we will provide instructions for returning the product. Return postage for damaged, defective, or incorrect items is covered by Herblo Naturals.
Refund Processing
Once your return or refund request has been approved:
- Replacement: A replacement product will be dispatched within 3–5 business days
- Refund: Refunds are processed within 7–10 business days of approval and are returned through the original payment method
Please note that your bank or payment provider may take additional time to reflect the refund in your account — typically 3–5 working days depending on your bank.
Non-Returnable Items
The following cannot be returned or refunded:
- Opened personal care products (unless damaged, defective, or incorrectly supplied as described above)
- Products damaged due to misuse, incorrect application, or failure to follow usage instructions
- Products purchased during a clearly marked final sale or clearance promotion (where stated at the time of purchase)
- Items returned without prior authorisation from our team
Cancellations
If you wish to cancel your order, please contact us immediately at hello@herblonaturals.com. We will do our best to cancel before dispatch.
If your order has already been dispatched, we are unable to cancel it at that stage. Please await delivery and then contact us regarding a return if necessary.
Contact
For all return, refund, and cancellation enquiries:
Email: hello@herblonaturals.com Response time: Within 2 business days
Please always include your order number when contacting us about a specific order — it allows us to resolve your query much faster.