Return Policy
Need to Return a Product?
We’re here to help. If you are not fully satisfied with your purchase, please begin by completing our Returns Form so we can review your request.
Submitting the form allows our team to assess the issue and provide the correct guidance before anything is sent back. In many cases, we can resolve the matter quickly without the need for a return.
Please note that items should not be returned without prior authorisation.
Where a product is faulty or not fit for purpose, Herbalize Store offers replacements, store credit, or refunds in accordance with the UK Consumer Rights Act 2015.
14-Day Free Returns
If you return an item within 14 days, we will provide a pre-paid return label for UK and Ireland orders. For international orders, return shipping costs must be covered by the customer.
Our 14-day free returns apply only to return shipping where we provide a pre-paid return label for UK and Ireland orders. This does not affect your eligibility to request a refund within 30 days for unused, sealed items.
Sealed & Hygienic Products
Due to health and hygiene regulations, returns are not accepted for any product with a broken seal. This applies to, but is not limited to, items from brands such as Storz & Bickel, PAX, Dr. Dabber, and Puffco, including glass mouthpieces and all mouthpieces intended for oral use, irrespective of material.
30-Day Refund Policy
We accept returns for a refund on products that are unused, sealed, and returned within 30 days of delivery.
In some cases, unopened and unused products may be accepted for return after 30 days at our discretion. Where accepted, a 20% restocking fee will apply and original shipping costs are non-refundable.
Faulty Items & Warranty
To be eligible for a refund, faulty items must be returned within 30 days from the date of purchase. After 30 days, we can offer a replacement or store credit only.
Faulty items may be returned for a replacement or store credit within 6 months of the original purchase date. After this period, the manufacturer’s warranty applies.
Certain products, including the Volcano Hybrid, Volcano Classic, and Tinymight 2, can only be repaired directly by the manufacturer, who will provide a return shipping label. Herbalize Store does not carry out repairs.
Consumables such as chambers, coils, glass or ceramic components, seals, and screens are excluded from refunds and are eligible for replacement solely in accordance with the manufacturer’s warranty.
Batteries & Safety
For safety reasons, especially with batteries, we’re unable to refund or replace items that are returned without prior authorisation.
This applies in particular to batteries due to safety regulations.
Order Cancellations
Orders may be cancelled if they have not yet been processed or shipped. If you wish to cancel, please contact us as soon as possible with your order number so our team can check the status and assist you promptly. Once an order has been processed or dispatched, cancellation may no longer be possible.
No worries though — we offer 14 days free returns, so if your order has already been shipped, you can still return it to us within 14 days for a refund.
Damaged Items (Arrived Damaged)
If your item arrives damaged, please email us immediately with clear photos of the item and the packing slip. We will arrange a replacement and may provide a prepaid return label if required.
All items are quality-checked before dispatch. Please inspect your item before use.
Defective Items
If you believe your item is defective, please first consult the product manual for troubleshooting guidance and warranty information. Many common issues can be resolved quickly by following the manufacturer’s recommended steps.
If the issue persists after troubleshooting, please contact our customer support team with your order number, a description of the problem, and clear photos or a short video showing the fault. We will review your case promptly and advise on the next steps, whether that involves a replacement, repair, or directing you to the manufacturer in line with the warranty terms.
Unauthorized Returns
Returns submitted without prior authorisation, with broken or tampered seals, or without a valid RMA (Return Merchandise Authorisation) code may be refused or subject to a 20% restocking fee. In addition, original shipping charges are non-refundable.
To ensure your return is processed smoothly, you must contact us in advance to obtain an RMA number and follow the return instructions provided above. Items must be returned in their original condition, unused, and in the original packaging with all accessories included.
Please note that only authorised returns that meet our return conditions are eligible for replacement, store credit, or refund (where applicable).
Address & Delivery Issues
If a courier is unable to deliver due to an incorrect or incomplete address provided at checkout, or due to recipient unavailability, the parcel may be returned to us.
If re-delivery is required, the cost of return shipping and re-sending will apply. If the return was caused by an incorrect or incomplete delivery address provided at checkout, a £5 re-delivery fee will apply.
Please contact us immediately after placing your order if you notice an address error, as we may be able to correct it before dispatch.
Refund Processing
Refunds are processed within 2–4 business days of receiving returned items that meet our Returns Policy. Refunds are normally issued to the original payment method. Refund processing times do not include transit time.
- Items must be returned within 30 days of delivery to be eligible for
a refund and must be unused, in original condition, and in the original
packaging. - Please retain proof of postage for all returns. We cannot be held responsible for items lost in transit.
- Used items are not normally eligible for a refund. Refunds for used
items are issued solely at the discretion of our support team. - Returns for refund or store credit may be subject to a restocking
fee of up to 20% in accordance with the sections above, and original
shipping costs are non-refundable. - Nothing in this policy affects your statutory consumer rights.
UK returns should be sent via First Class Recorded Delivery. International returns should be sent using your national postal service.
