Returns & Refunds Policy
Last updated: 13 October 2026
At HERBARISE, customer satisfaction, product quality, and transparency are at the heart of everything we do. We want you to shop with confidence. This Returns & Refunds Policy explains your rights and the procedures for returning products, requesting refunds, and reporting damaged, defective, or incorrect items. Our policy complies with applicable European Union consumer protection legislation and does not limit your statutory consumer rights.1. Your Right to Return – 14 Days
To exercise your right of withdrawal, you must notify us before the 14-day period expires.
2. How to Request a Return
3. Return Conditions
To help us process your return efficiently, please package the products securely and include sufficient information to identify your order.
For food supplements, cosmetics, and other hygiene-sensitive products, specific statutory exceptions may apply. Sealed goods that are unsuitable for return due to health protection or hygiene reasons may be excluded from the right of withdrawal if their seal has been broken after delivery. This exception applies only where the relevant legal requirements are satisfied. Opening a product does not automatically exclude every product from return. Other statutory exceptions may apply, including certain goods liable to deteriorate or expire rapidly and personalised products. These exceptions do not affect your legal rights if a product is defective, damaged, or does not conform to the contract.4. Return Address
Please send eligible returns to:
HERBARISE – Returns Department
75 Krum Popov Street
1421 Sofia
Bulgaria
Products must be sent back without undue delay and no later than 14 calendar days after you notify us of your withdrawal.
The return deadline is met if you dispatch the goods before this period expires.
We recommend using a tracked shipping service and retaining proof of postage.
5. Return Shipping Costs
For returns made because you have changed your mind, the direct cost of returning the products is the customer’s responsibility.
If you receive an incorrect, defective, damaged, or otherwise non-conforming product, HERBARISE will cover the necessary return or replacement costs where required by applicable law. We recommend contacting our support team before returning a damaged or incorrect product so we can arrange an appropriate solution.6. Refunds and Processing Times
If you validly withdraw from your purchase, we will reimburse the relevant payments, including the original standard delivery charge where required by law.
Refunds will be made within 14 calendar days of receiving your withdrawal notification.
However, we may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
Refunds are issued using the same payment method used for the original transaction unless you expressly agree otherwise.
You will not incur additional fees for receiving your refund.
If you selected a more expensive delivery method than the least expensive standard delivery offered, the additional delivery cost may not be refundable.
Your payment provider may require additional time to display the refunded amount in your account.
7. Damaged, Defective or Incorrect Products
We take great care in preparing and packaging every HERBARISE order.
If your parcel arrives damaged, contains incorrect products, or includes items that are missing, please contact us as soon as reasonably possible.
Email: info@herbarise.com
To help us investigate, please provide your order number, a description of the issue, and photographs where available.
Depending on the circumstances and your statutory rights, we will arrange an appropriate remedy, which may include replacement, a price reduction, or a refund.
You are not required to accept a damaged or non-conforming product.
Your statutory rights are not conditional on reporting the problem within an arbitrary short deadline or providing photographs.
8. Lost or Missing Deliveries
9. Legal Guarantee and Consumer Rights
In addition to the 14-day right of withdrawal, consumers are protected by statutory rules concerning defective and non-conforming goods.
Under EU consumer protection legislation, a minimum two-year legal guarantee generally applies to consumer goods, subject to relevant legal provisions and the nature of the products.
Where goods do not conform to the contract, you may be entitled to repair or replacement where appropriate, a proportionate price reduction, or termination of the contract, depending on the circumstances and applicable law.
These rights are separate from your right to withdraw from an online purchase.
Nothing in this policy restricts or excludes mandatory consumer protection rights.
10. Order Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Email: info@herbarise.com
Phone: +359 877 821 961
We will make reasonable efforts to cancel the order before it is handed over to the courier.
If the order has already been dispatched, you may exercise your statutory right of withdrawal where applicable.
11. Contact Our Customer Support Team
If you have questions about returns, refunds, damaged products, or your consumer rights, our team is here to assist you.
HERBARISE – Customer Support
Email: info@herbarise.com
Phone: +359 877 821 961
Customer Support Hours (Bulgarian local time):
Monday – Friday: 09:00 – 18:00
Saturday: 10:00 – 14:00
Sunday: Closed
12. Legal Information
This policy is issued by:
Active Protect Cosmetics OOD
(Актив Протект Козметикс ООД)
Company Registration Number: 204658348
VAT Number: BG204658348
Registered Address:
6 Sv. Sedmochislenitsi Street, Apartment 2
1421 Sofia, Bulgaria
Email: info@herbarise.com
This Returns & Refunds Policy should be read together with our Terms & Conditions and Shipping & Delivery Policy.
In the event of any inconsistency, mandatory applicable consumer protection laws prevail.