Refund policy

HERBS OF THE EARTH – RETURN AND REFUND POLICY

At Herbs of the Earth, we commit to delivering premium, high-quality nutritional supplements. To protect the health and safety of all our consumers, and in strict compliance with Republic Act No. 7394 (The Consumer Act of the Philippines) and the guidelines of the Department of Trade and Industry (DTI), we enforce a strict policy regarding returns, exchanges, and refunds.

1. "Change of Mind" / Buyer's Remorse is Explicitly Excluded

Pursuant to the Implementing Rules and Regulations of the Consumer Act of the Philippines, consumers are not entitled to a return, exchange, or refund due to a "change of mind" or individual preference adjustments after purchase.

  • Once an order has been successfully processed, shipped, or delivered, it cannot be returned or exchanged simply because you changed your mind, ordered the incorrect variant by mistake, or no longer require the product.

2. Valid Grounds for Return and Exchange

Returns or exchanges will only be entertained under the following specific, legally recognized conditions:

  • Manufacturing Defect: The product has a verifiable factory defect (e.g., broken inner safety seals upon arrival, significant discoloration indicating damage prior to opening, missing safety labels, or damaged container rendering the contents unconsumable).

  • Incorrect Item Delivered: The product delivered does not match the item, variant, or quantity specified in your confirmed invoice.

3. Strict Hygiene & Safety Pre-requisites for Return

Dietary supplements are perishable health products regulated for public safety. To qualify for an approved return or exchange, the product must meet the following mandatory criteria:

  • The outer safety shrink-wrap and the inner safety bottle seal must be completely intact, unbroken, and untampered with.

  • The product must be returned in its original, undamaged retail packaging.

  • Any item that has been opened, partially consumed, or exposed to improper storage conditions by the consumer will be automatically disqualified from any return, exchange, or refund on the grounds of health and product safety.

4. The 7-Day Notification & Claim Window

To ensure validity and allow proper documentation, all claims for defects or incorrect deliveries must be submitted to Herbs of the Earth within seven (7) calendar days from the date of recorded delivery.

  • Failure to notify us within this 7-day period constitutes an absolute waiver of your right to claim a return or exchange under implied warranties.

5. Mandatory Verification Procedure

To prevent fraudulent claims, customers must provide clear, undeniable proof of purchase and product state. Your submission must include:

  1. Proof of Purchase: A copy of the Official Receipt (OR), sales invoice, or web order confirmation.

  2. Visual Evidence: Clear, unedited photographic or video evidence showing the defect, wrong item, or the unbroken seal of the bottle alongside its shipping label.

  3. Return Authorization: No returns will be accepted at our warehouses or corporate offices without a prior written Return Merchandise Authorization (RMA) issued by our customer care team. Unsolicited packages will be rejected.

6. Method of Resolution (The 3Rs)

In accordance with DTI guidelines, if a claim is found valid upon our internal quality assurance inspection, Herbs of the Earth reserves the primary right to resolve the issue in the following sequential order:

  1. Replacement / Exchange: We will replace the item with an identical, brand-new product at no extra shipping cost to the buyer.

  2. Refund: If an identical product is out of stock or unavailable, a refund of the exact purchase price will be issued through the original mode of payment (or via an agreed bank transfer/e-wallet option). Please allow up to 7–14 business days for financial processing.

7. Exclusions from Liability

Herbs of the Earth shall not be held liable, and will deny return or refund claims, for:

  • Damages caused by customer misuse, negligence, or improper storage (e.g., exposing supplements to direct sunlight, high humidity, or extreme heat after delivery).

  • Minor aesthetic damage to outer shipping boxes that does not compromise the internal safety seal or the consumable product itself.