Refund policy
Last updated: 13 December 2025
This Returns & Refunds Policy applies to purchases made from Herbal Store Online, operated by James Simon Bennett.
We aim to be fair and transparent. Please read this policy carefully before placing an order.
1. Your Legal Rights
If you are a UK consumer, you are protected by the Consumer Contracts Regulations 2013 and other applicable consumer protection laws. This policy does not affect your statutory rights.
2. Change of Mind Returns (Cooling-Off Period)
You have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To qualify:
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You must notify us within 14 days of delivery
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Items must be unused, unopened, and in original packaging
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You must return the goods within 14 days of notifying us
You are responsible for return postage costs unless the item is faulty or incorrect.
3. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns for:
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Opened or used consumable products
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Products with broken seals
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Items damaged due to misuse or improper storage
This does not affect your rights if the item is faulty.
4. Faulty, Damaged, or Incorrect Items
If your item is faulty, damaged, or incorrect, please contact us within 7 days of delivery.
Where appropriate, we will offer:
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A replacement, or
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A full refund, including standard delivery costs
We may request photos or information to help us assess the issue.
5. How to Request a Return
To request a return, please email:
Include:
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Your order number
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Reason for return
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Photos (if the item is faulty or damaged)
Do not return items without contacting us first, as this may delay processing.
6. Refunds
Once returned items are received and inspected:
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Approved refunds will be processed within 7 working days
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Refunds are issued to the original payment method
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Delivery charges are refunded only where required by law
Banks and payment providers may take additional time to credit your account.
7. Exchanges
We do not offer direct exchanges.
If you need a different product, please return the original item (if eligible) and place a new order.
8. Return Shipping
Unless the return is due to our error:
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You are responsible for return postage
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We recommend using a tracked service
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We are not responsible for items lost in transit
9. Promotional & Discounted Items
Items purchased as part of a promotion or using a discount code are subject to the same return conditions unless stated otherwise.
10. Contact Us
If you have questions about returns or refunds, please contact:
Email: admin@herbalstoreonline.com
Phone: 07543 446453