1. Application for Returns/Refunds
Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the Guarantee Period as stated in the Terms of Service.
HerbalsPro.com is a service provided by HerbalsPro, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute prior, during or after using HerbalsPro Guarantee.
2. Application for the Return of an Item
Buyer may only apply for the refund and/or return of the Item in the following circumstances:
• The Item has not been received by Buyer;
• The Item was defective and/or damaged on delivery;
• Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;
• The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item; or
• By way of private agreement with Retailer and Retailer must send his/her confirmation to HerbalsPro confirming such agreement.
Buyer’s application must be submitted via the HerbalsPro website/mobile app.
HerbalsPro will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.
In the event where Buyer has commenced legal action against Retailer, Buyer may provide the formal notification from the appropriate authority to HerbalsPro to request HerbalsPro to continue to hold the purchase monies until a formal determination is available. HerbalsPro will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
3. Rights of Retailer
When HerbalsPro receives an application from Buyer for the return of the Item and/or refund, HerbalsPro will notify Retailer in writing. Retailer may respond to Buyer’s application according to the steps provided by HerbalsPro in the written notification. Retailer must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should HerbalsPro not hear from Seller within the Stipulated Period, HerbalsPro will assume that Retailer has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Retailer. HerbalsPro will review each Retailer’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Retailer.
4. Condition of Returning Item
To enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Retailer in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.
5. Liability of Product Return Shipping Fee
i) In the scenario of an unforeseen error from the Retailer’s end (i.e – damaged, faulty or wrong product delivered to the buyer), the seller will bear buyer’s return shipping fee.
ii) In the scenario of the buyer’s change of mind, buyer shall get seller’s consent prior to the return request and buyer will bear the return shipping fee.
iii) In the scenario where both seller-buyer disputing the party liable for the return shipping fee, HerbalsPro at its sole discretion will determine the party liable for the return shipping fee.
Retailer will be at liberty to refund the applicable sum to Buyer without further notice to Buyer. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.
7. Communication Between Buyer and Retailer
HerbalsPro encourages Users to communicate with the Retailer in the event where problem arises in a transaction. As HerbalsPro is a platform for Users to conduct trading, Buyer should contact Retailer directly for any issue relating to the Item purchased.
8. Contacting Us
If there are any questions regarding this refund and return policy you may contact us.