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We want you to be fully satisfied with your Herbolistique order. This policy explains your rights when you change your mind about a purchase, and separately, your rights if a product arrives faulty or not as described.
Under EU consumer protection law, you have the right to cancel your order within 14 days of receiving your item(s), without giving any reason.
To exercise this right, contact our customer care team at office@herbolistique.cy with your order number, or use the cancellation option in your account, within the 14-day period.
If you cancel within this period and the product's safety seal is unopened, we will refund you in full including the standard delivery cost of your original order within 14 days of receiving the returned item, or proof that you have sent it back to us, whichever is earlier.
You are responsible for arranging and paying for the return shipping yourself, using a suitable trackable method, unless we provide different instructions. We are not able to issue a refund for items lost in transit back to us.
Important exception for supplements and gemmotherapy extracts.
Because our products are ingestible health products: capsules and liquid gemmotherapy vials, they are sealed for health and hygiene reasons.
This is the case regardless of how much of the product has actually been used. This exception does not affect your rights under our legal guarantee (Section 2) if the product is faulty.
Separately from Section 1, every product sold on herbolistique.cy is covered by the statutory legal guarantee of conformity for a minimum of 2 years.
If your product arrives damaged, faulty, expired, or different from what you ordered, you are entitled to a repair, replacement, or refund, even if you have already opened the packaging to discover the problem. This is not affected by the seal condition described in Section 1, because it concerns a fault in the product, not a change of mind.
How to make a guarantee claim. To make a claim, contact office@herbolistique.cy within a reasonable time of noticing the issue, with:
To verify your claim, we may ask you to send the product back to us for inspection, including any remaining contents, the original packaging, and the seal or cap in the condition you received it.
You are responsible for arranging the return shipment yourself, unless we give you different instructions (for example, a prepaid label or a specific carrier to use); we will cover the reasonable cost of this return shipping, whether by providing a prepaid label or by reimbursing your postage.
We will assess your claim, and process any repair, replacement, or refund, once we have received and inspected the returned item and the evidence requested.
If the product shows no fault consistent with your claim, or the requested evidence or item is not provided, we may decline the claim; in that case, any return of the item is treated under Section 1 instead, with the conditions described there.
Where a claim is approved, we will resolve it promptly at no cost to you.
Contact our customer care team at office@herbolistique.cy with your order number and the reason for your return. We will confirm receipt of your request in writing and provide you with return instructions and the correct warehouse address.
Once your returned item is received and inspected, we will email you to confirm whether your return has been accepted and your refund approved.
Refunds under Section 1 are processed within 14 days of the day we receive the returned item, or proof that you have sent it, whichever is earlier. Refunds and remedies under Section 2 are processed once we have received and inspected the returned item. In both cases, we use your original payment method.
The refund includes the price of the returned product(s) and, where the full order is cancelled under Section 1, the standard delivery cost of your original order (this does not include any express or upgraded delivery option you chose instead of our standard option).
We are not responsible for any delay or failure in receiving your refund caused by incorrect, incomplete, or outdated payment or bank details you provide, or by any other information you give us that prevents us from processing the refund correctly.
If you haven't received your refund within the timeframe above, please first check with your bank or card provider, as processing can take a few additional days on their end. If you still have not received it after this, contact us at office@herbolistique.cy and we will investigate.
We only offer direct exchanges for items that are defective or damaged on arrival. In all other cases, please return the item under Section 1 and place a new order for the item you want instead.
This policy applies only to purchases made directly on herbolistique.cy. Products purchased through a retail partner or another platform must be returned according to that seller's own policy.
Contact us at office@herbolistique.cy for any question about refunds, returns, or your legal guarantee rights.
