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Refunds, Returns, and Exchanges

Effective Date: [Month DD, YYYY]
Last Updated: [Month DD, YYYY]

At ElfHerb, we want you to feel confident shopping with us. If something is not right, we will do our best to make it right in accordance with this policy.

This Refunds, Returns, and Exchanges Policy applies to purchases made through [yourdomain.com] and should be read together with our Terms and Conditions and Shipping Policy.

1. Return Window

You may request a return within 30 days of delivery for eligible items.

To be eligible for a return, the item must:

• be unused and in its original condition;
• include original packaging, accessories, manuals, and inserts;
• not be damaged due to misuse, improper assembly, or abnormal handling;
• be accompanied by proof of purchase, such as an order number or receipt.

We reserve the right to deny returns that do not meet these conditions.

2. Non-Returnable Items

For hygiene, safety, quality-control, and product-integrity reasons, the following items are generally not eligible for return unless they arrive damaged, defective, or incorrect:

• opened or used consumables;
• opened nutrients, refill liquids, or replacement solutions;
• opened seed pods, grow media, or similar consumable growing supplies;
• gift cards;
• final sale, clearance, or non-returnable items marked as such at the time of purchase;
• customized, personalized, or special-order items.

If you plan to sell additional consumable categories later, keep this section aligned with what you actually offer.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or if you receive the wrong item, contact us within 7 days of delivery at [support@yourdomain.com].

Please include:

• your order number;
• a brief description of the issue;
• clear photos of the product, packaging, and shipping label.

If we confirm that the item is damaged, defective, or incorrect, we may, at our discretion:

• send a replacement;
• exchange the item;
• issue a full or partial refund;
• provide another appropriate resolution.

We may ask you not to discard the item or packaging until the claim is reviewed.

4. How to Start a Return

To request a return, email [support@yourdomain.com] with:

• your full name;
• your order number;
• the item(s) you want to return;
• the reason for the return.

Do not send items back without return authorization, if one is required by us. Unauthorized returns may be delayed, refused, or not processed.

If your return is approved, we will provide instructions for how and where to send your item.

5. Return Shipping

Unless the item is damaged, defective, incorrect, or unless applicable law requires otherwise:

• customers are responsible for return shipping costs;
• original shipping charges are non-refundable.

If the return is due to our error or a confirmed product issue, we will cover reasonable return shipping costs or provide a prepaid return label, where applicable.

You are responsible for ensuring the returned item is packaged securely. We recommend using a trackable shipping method for higher-value returns.

6. Exchanges

We accept exchanges for eligible items when stock is available.

If you want to exchange an item, contact us within the applicable return period. In many cases, the fastest option is:

1. request a return for the original item; and
2. place a new order for the replacement item.

If the exchange is due to a damaged, defective, or incorrect item, we will work with you on an appropriate no-fault replacement process.

We reserve the right to treat some exchange requests as returns plus a new purchase.

7. Refunds

Once we receive and inspect your return, we will notify you whether your refund is approved.

If approved, your refund will be issued to your original payment method. Please allow up to 10 business days after approval for the refund to be processed by us. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Unless required by law or expressly stated otherwise:

• original shipping charges are not refunded;
• return shipping charges are not refunded;
• partial refunds may apply if an item is returned used, damaged, incomplete, or otherwise not in original condition for reasons not caused by us.

If your refund has not appeared after a reasonable period, first check with your bank or card issuer.

8. Order Cancellations

You may request cancellation before your order has been processed or shipped.

If the order has already entered fulfillment or has shipped, cancellation may not be possible, and the order may instead be subject to this Returns Policy.

If we cancel an order for any reason before shipment, we will refund the amount paid for the canceled item(s) to the original payment method.

9. Refused, Undeliverable, or Unclaimed Packages

If a package is refused, unclaimed, or returned to us due to an incorrect or incomplete shipping address provided by the customer, we may deduct:

• original shipping charges;
• return-to-sender fees charged by the carrier;
• any applicable handling costs

from the refund, to the extent permitted by law.

10. Sale Items

Sale or promotional items may be eligible only for:

• exchange,
• store credit, or
• no return at all,

depending on how the item was marked at the time of purchase.

If an item is final sale, that will control.

11. Chargebacks

If you experience an issue with your order, we ask that you contact us first so we can attempt to resolve it directly.

Filing a chargeback does not automatically make an item non-returnable, but it may affect the timing and handling of a refund while the payment dispute is under review.

12. Policy Updates

We may update this policy from time to time. Any changes will be posted on this page with the revised “Last Updated” date.

13. Contact Us

For return, exchange, or refund questions, contact:

ElfHerb / [Legal Entity Name]
Email: [support@yourdomain.com]
Website: [yourdomain.com]

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