Returns Policy
We gladly accept returns on unopened products within 30 days of the order, provided that the customer has stored the product correctly. If the return is due to a mistake on our part or if the customer received faulty stock, we cover the cost of shipping or offer a refund. However, if the return is not due to an error on our end and the product is in good condition, the customer is responsible for the return shipping costs.
Shipping & Delivery Terms
Order Processing & Dispatch
- We aim to dispatch all orders within two (2) business days of payment confirmation. However, if an item is unavailable, dispatch may take longer.
- Free shipping applies only to standard postage and does not include express shipping.
- Once your order has been processed, you will receive a confirmation email containing your order details and tracking information (if applicable).
Courier & Delivery Responsibility
- Once an order has been collected by the courier, we lose the ability to manage or alter the parcel information. This includes delivery timeframes, handling, and any delays.
- We are not affiliated with courier companies and have no control over how a parcel is transported once it leaves our facility. This means:
- We cannot guarantee delivery times.
- We are not responsible for notifications regarding delivery or collection.
- Possible delays due to courier issues, weather conditions, or other unforeseen circumstances are beyond our control.
- Once you receive tracking details, it is your responsibility to monitor the shipment’s status and liaise with the courier directly for updates.
Delayed or Lost Parcels
- We will not re-send an order if it is delayed. We will not provide a replacement or refund unless the parcel has been officially declared "lost" by the courier.
- If your parcel is delayed, we are happy to assist you in contacting the courier, but we have no more influence over the situation than you do.
- If a parcel is deemed lost by the courier, you will have the option to either:
- Receive a full refund, or
- Have a replacement order shipped at no additional cost.
Shipping Refunds & Delivery Estimates
- We do not offer refunds on shipping costs due to delays. Once the courier collects a parcel, we have no control over how long it takes to arrive.
- We do not make guarantees on delivery timeframes. While we endeavour to dispatch orders within two (2) business days, the final delivery timeline is dictated by the courier.
- If you require an estimated delivery timeframe, we recommend checking the courier's website for their latest delivery schedules.
Additional Freight Charges
- If the actual cost of shipping your order is significantly higher than the shipping fee charged at checkout, The Herbal Connection reserves the right to request additional payment for freight.
- Customers will be given the choice to either:
- Pay the increased shipping fee, or
- Receive a full refund of their order.
For any shipping queries, please contact us at sales@herbalconnection.com.au.