Return Policy

Return Policy

We hope you will be completely satisfied with any product purchased from ChineseHerb.co.uk. However, there may be occasions when you will need to return items to us.

1. Goods Return Authorisation Number (RAN)
If you need to return Goods to us, then a Goods Returns Authorisation Number (RAN) must be obtained from us for each and every return so that we are able to administratively process your return, otherwise we have no means of identifying the Goods being returned. This may result in difficulties in returning monies. You will be sent a RAN acknowledgement by email. The RAN must be clearly shown on each parcel returned and the items must not be used and must be 'as new' when returned to us. Failure to do so will result in your refund taking up to 30 days to process or the product being returned to you.

To get a RAN, please email us a photo of product you want to return with order number.

2. Address for return of Goods
Please contact us for the address for return.

3. Your right to cancel
(a) Under Distance Selling Regulations You are entitled to cancel your Order for any reason until, but no later than the end of the 7th Working Day after the day of receipt of the Goods. However we extend this for your convenience so any item may be returned for any reason within 30 days from the date of despatch for a full refund (less postage costs), as long as it remains unused and in as new condition with all packaging and labels intact.

(b) You should cancel Goods purchased from us by sending a written notice of cancellation by email to support@chineseherb.co.uk.

(c) On cancellation of an Order, you must return the Goods to us in their original condition and undamaged. When you cancel an order, you will have to pay the carriage costs for returning the Goods to us. You must take reasonable care to ensure that the Goods are properly packaged so that they will not be damaged whilst in transit. If you do not arrange to return the Goods to us, then you are under a duty to make the Goods available for collection at your expense from the address to which they were delivered.

(d) You will not be permitted to cancel a purchase for Goods if the goods packaging has been unwrapped or the seal has been broken.

(e) When you cancel an Order, we will refund the price paid, less any direct cost of recovering the Goods (when applicable), within a period of 30 days from the date of cancellation.

4. Care of Goods to be Returned
Whilst in possession of the Goods you are under a statutory duty to take reasonable care of them. We reserve the right to claim against you for Goods returned which have been made unfit for resale or damaged whilst in your possession.

We recommend using a registered postal service and retaining the proof of postage. ChineseHerb.co.uk is not responsible for returned goods being lost or damaged in transit.

5. Exchange products.
You will be liable for the cost of returning to us and delivery back to your address.


6. Products we are unable to refund or exchange
(a) We are unable to offer a refund or exchange on personalised, made-to order or special order (which we normally do not sell on our shop and were requested by customers) unless they are faulty.

(b)For reasons of hygiene, safety and regulation, we cannot refund or exchange the following products unless they are faulty: items opened, packaging and labels no intact,


7. Delivery charges
We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted. For products exchange, you will be liable for the cost of returning to us and delivery back to your address.
 
8. Refund
An admin fee of £1 will be deducted from total amount to cover administration costs (mainly bank charge to process the card payment). If the goods has been sent, then the postage will be deduct from total amount as well.

If your original order totalled more than £30 and you received free delivery,  then we will deduct £2.95 from your refund to cover the original costs of postage and packing.

*Your statutory rights are not affected.
*In addition to this policy you should also refer to our general Terms and Conditions.