Refund policy
This policy applies to orders placed through the official website and outlines the applicable scope, request procedures, and related processing rules for returns and exchanges. In preparing this policy, we have considered actual warehouse fulfillment and cross-border logistics operations to ensure that users clearly understand the after-sales process and expected timelines.
Return & exchange eligibility period and scope
Customers may submit a return or exchange request within 30 days from the date of delivery. Requests submitted beyond this period may be reviewed based on the specific circumstances.
This policy applies to products with issues under normal use conditions or orders that meet the applicable return or exchange requirements. It also applies to reasonable return or exchange requests that do not affect the item’s eligibility for resale. As product condition may change during transportation and use, eligibility will be determined based on the final inspection result at the warehouse.
Applicable return and exchange conditions
Returns or exchanges are generally accepted in the following situations:
The product has quality issues or functional defects;
The product has noticeable cosmetic damage caused during shipping or fulfillment;
The received item does not match the order information or is incorrectly shipped;
The product function or key description differs significantly from the actual item received;
There are noticeable color differences or odor issues affecting normal use.
For returns or exchanges due to personal reasons, such as dislike or size mismatch, requests may also be reviewed provided the item remains in a condition suitable for resale.
Return and exchange process
Customers are required to provide the order number, payment information, issue description, and supporting photos or videos when submitting a request to facilitate initial review and verification.
Once approved, a return address and return label will be provided. Customers must clearly attach the return label to the outer packaging so that the warehouse can identify the package and process it accordingly.
Returned items must remain in a reasonably complete condition, including original packaging, accessories, and all related components. Upon arrival at the warehouse, the package will go through receiving, inventory registration, and quality inspection procedures. The inspection result will determine subsequent refund or exchange processing.
Refund process
Once the returned item passes inspection, the refund will be processed. Refunds are typically handled within 1 to 5 business days.
Refunds will be issued to the original payment method. The actual time for the funds to appear in the account may vary depending on the payment provider, banking institution, or credit card issuer, and processing times may differ accordingly.
Fees and shipping costs
For returns or exchanges due to product quality issues, incorrect shipments, or discrepancies with product descriptions, the related shipping costs are generally covered by us, along with applicable logistics support.
For returns or exchanges initiated due to personal reasons, such as size mismatch or subjective dissatisfaction, the return shipping costs are typically borne by the customer.
Non-returnable and non-exchangeable conditions and disclaimer
The following situations may not be eligible for return or exchange:
The request exceeds the 30-day period after delivery;
The product is damaged due to misuse, improper handling, or unauthorized modification;
The product is missing original packaging or accessories, affecting its resale condition;
Invalid order information or insufficient supporting materials are provided;
The returned item fails to pass warehouse quality inspection.
Due to uncontrollable factors during transportation and usage, some cases require comprehensive evaluation based on actual inspection results. Items that do not meet the eligibility requirements may not proceed with refund or exchange processing.
Return label instructions
The return label is used to identify returned packages and match them with corresponding orders. It is an essential part of the warehouse return processing workflow.
Customers must clearly attach the return label to a visible area on the outer packaging. The label must remain legible and unobstructed. Failure to correctly attach the return label may result in delays in warehouse intake and processing time.
The return label helps the warehouse efficiently complete package sorting, intake registration, and quality inspection procedures, ensuring smoother processing. Customers should ensure the label is clearly visible and not damaged or covered.
Contact us
If you encounter any issues during the return or exchange process, or need updates regarding order status or after-sales handling, please contact us through the communication channels provided on this page.
When submitting an inquiry, please provide complete order information whenever possible to help facilitate verification and processing. We will respond accordingly based on the order status and warehouse processing conditions.
Address: 5859 Hil Mar Dr, District Heights, MD 20747, US
Phone: +1 (301) 283-7404
Email: customer@herbalvillaeu.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Eastern Standard Time, EST)