Need to Return a Product?
We’re here to help! If you are not 100% satisfied with your purchase, please email us at hello@herbalizestore.com.
For any questions regarding returns, our customer care team is available at the same email. We may be able to assist you without the need to return your item.
Herbalize Store offers replacements or refunds for faulty items or those not fit for purpose, in line with the UK Sales of Goods Act.
🤖 Herbie the Bot Can Assist You!
Most returns are free of charge: We handle all returns individually with the goal of ensuring our customers are fully satisfied.
We stand behind the products chosen by our passionate team and will always strive for a smooth, fair, and quick return process.
If you have any questions, please contact our bot Herbie or customer support via the chat in the bottom-left corner.
14-Day Free Returns
We provide pre-paid return labels for items returned within 14 days (UK and Ireland only). International customers are responsible for return shipping costs.
Always contact support before returning an item.
All products must be returned complete with original packaging and accessories to be eligible for a refund or replacement.
Sealed & Hygienic Products
For health and safety reasons, we cannot accept returns for sealed items that have been opened, including brands such as Storz & Bickel, Pax, Dr. Dabber, and Puffco.
Unused, sealed products can be refunded if returned within 30 days of receipt.
Returns after 30 days may incur a 20% restocking fee, and shipping costs will not be refunded.
Faulty Items
Faulty items can be returned for replacement up to 6 months from the sale date. After this period, the manufacturer’s warranty applies. Certain products, like the Volcano Hybrid, Volcano Classic, and Tinymight 2, can only be repaired by the manufacturer, who will provide a return shipping label. Herbalize Store does not perform repairs.
Faulty items must be returned within 30 days of purchase to qualify for a refund.
Consumables such as chambers, coils, glass or ceramic parts, seals, and screens are only eligible for replacement under the manufacturer's warranty.
We cannot replace or refund unauthorized returns, especially batteries, due to safety concerns.
Please contact us first to obtain a return reference number for a smooth process.
Order Cancellations
Orders may be cancelled if not yet processed or shipped. Please call us during Herbalize Store hours to request cancellation. Email requests are discouraged due to high volume.
If the order has shipped, it must be returned for a refund, subject to restocking fees and shipping charges. Items must be unused.
Damaged Items
If your item arrives damaged, email photos of the item, packaging, and invoice immediately. We will arrange a replacement, and may provide a prepaid return slip if necessary.
All items are quality-checked before shipping. Inspect items before use as we cannot refund used items.
Defective Items
If you encounter a defect, first consult the product manual for troubleshooting and warranty information. Then contact us at hello@herbalizestore.com.
Incorrect Items
If you receive the wrong product, email a photo of the item and invoice. We will replace it at no charge, possibly requiring the incorrect item to be returned via a prepaid label.
Unauthorized Returns
Returns without authorization or an RMA code are subject to a 20% restocking fee and original shipping charges. Only authorized returns are accepted for replacement or store credit.
Incorrect Address
If an incorrect address is provided, returned items incur a £9.95 surcharge for re-delivery. Contact us immediately if you notice an error within 2 hours of placing your order.
Refund Processing
Refunds are processed within 2-4 business days of receiving returned items that meet our policy. Refunds are usually issued via the original payment method.
- Items must be returned within 15 days, in original condition and packaging.
- Retain proof of posting; we are not responsible for lost returns.
- Used items cannot be refunded.
- Store credit/refund returns may incur up to a 20% restocking fee plus shipping costs.
- Your statutory rights are unaffected.
UK items should be sent via First Class Recorded Delivery. Overseas returns should use your national postal service.
Delivery Issues
If a courier cannot deliver due to an incorrect address or unavailability, the item may be returned. Re-shipping incurs the cost of return and delivery. Contact us immediately if the address needs correction.
