{"id":15650,"date":"2025-10-24T14:29:57","date_gmt":"2025-10-24T14:29:57","guid":{"rendered":"https:\/\/herbarise.com\/en\/?page_id=15650"},"modified":"2026-10-14T09:19:57","modified_gmt":"2026-10-14T06:19:57","slug":"returnpolicy","status":"publish","type":"page","link":"https:\/\/herbarise.com\/en\/returnpolicy\/","title":{"rendered":"Returns & Refunds Policy"},"content":{"rendered":"\t\t
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Returns & Refunds Policy<\/h1>\t\t\t\t<\/div>\n\t\t\t\t
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Last updated: 13 October 2026<\/strong><\/h2>\nAt HERBARISE<\/strong>, customer satisfaction, product quality, and transparency are at the heart of everything we do.\n\nWe 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.\n\nOur policy complies with applicable European Union consumer protection legislation and does not limit your statutory consumer rights.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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1. Your Right to Return \u2013 14 Days<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tIf you are a consumer purchasing through our online store, you generally have the right to withdraw from your purchase within 14 calendar days of receiving your order<\/strong>, without providing a reason.\n\nThe withdrawal period begins on the day you, or a third party designated by you other than the carrier, physically receives the goods.\n\nIf your order contains multiple items delivered separately, the withdrawal period generally begins when the final item is received.\n

To exercise your right of withdrawal, you must notify us before the 14-day period expires.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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2. How to Request a Return<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tTo request a return, please contact our customer support team:\n\nEmail: info@herbarise.com\nPhone: +359 877 821 961\n\nPlease include:\n\nYour order number\n\nYour full name\n\nThe product(s) you wish to return\n\nYour contact details\n\nYou may also use the withdrawal form available in our Terms & Conditions. Providing a reason for withdrawal is optional.\n\nWe will provide practical return instructions after receiving your request.\n\nYour statutory right of withdrawal does not depend on receiving our prior approval.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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3. Return Conditions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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To help us process your return efficiently, please package the products securely and include sufficient information to identify your order.<\/p>\nFor food supplements, cosmetics, and other hygiene-sensitive products, specific statutory exceptions may apply.\n\nSealed 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.<\/strong>\n\nThis exception applies only where the relevant legal requirements are satisfied. Opening a product does not automatically exclude every product from return.\n\nOther statutory exceptions may apply, including certain goods liable to deteriorate or expire rapidly and personalised products.\n\nThese exceptions do not affect your legal rights if a product is defective, damaged, or does not conform to the contract.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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4. Return Address<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Please send eligible returns to:<\/p>

HERBARISE \u2013 Returns Department<\/strong>
75 Krum Popov Street
1421 Sofia
Bulgaria<\/p>

Products must be sent back without undue delay and no later than 14 calendar days after you notify us of your withdrawal<\/strong>.<\/p>

The return deadline is met if you dispatch the goods before this period expires.<\/p>

We recommend using a tracked shipping service and retaining proof of postage.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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5. Return Shipping Costs<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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For returns made because you have changed your mind, the direct cost of returning the products is the customer’s responsibility.<\/p>\nIf 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.\n\nWe recommend contacting our support team before returning a damaged or incorrect product so we can arrange an appropriate solution.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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6. Refunds and Processing Times<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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If you validly withdraw from your purchase, we will reimburse the relevant payments, including the original standard delivery charge where required by law.<\/p>

Refunds will be made within 14 calendar days of receiving your withdrawal notification.<\/p>

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.<\/p>

Refunds are issued using the same payment method used for the original transaction unless you expressly agree otherwise.<\/p>

You will not incur additional fees for receiving your refund.<\/p>

If you selected a more expensive delivery method than the least expensive standard delivery offered, the additional delivery cost may not be refundable.<\/p>

Your payment provider may require additional time to display the refunded amount in your account.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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7. Damaged, Defective or Incorrect Products<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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  1. We take great care in preparing and packaging every HERBARISE order.<\/p>

    If your parcel arrives damaged, contains incorrect products, or includes items that are missing, please contact us as soon as reasonably possible.<\/p>

    Email: info@herbarise.com<\/a><\/p>

    To help us investigate, please provide your order number, a description of the issue, and photographs where available.<\/p>

    Depending on the circumstances and your statutory rights, we will arrange an appropriate remedy, which may include replacement, a price reduction, or a refund.<\/p>

    You are not required to accept a damaged or non-conforming product.<\/p>

    Your statutory rights are not conditional on reporting the problem within an arbitrary short deadline or providing photographs.<\/p><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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    8. Lost or Missing Deliveries<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
    \n\t\t\t\t\t\t\t\t\tIf your order has not arrived within the expected delivery timeframe, please contact our customer support team.\n\nWe will investigate the shipment with the relevant courier service.\n\nFor deliveries arranged by HERBARISE, the risk of loss or damage generally remains with us until you, or a designated third party other than the carrier, physically receive the goods.\n\nIf a shipment is confirmed lost, we will provide an appropriate solution in accordance with your statutory rights.\n\nFor more information about estimated delivery times and tracking, please refer to our Shipping & Delivery page.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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    9. Legal Guarantee and Consumer Rights<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    In addition to the 14-day right of withdrawal, consumers are protected by statutory rules concerning defective and non-conforming goods.<\/p>

    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.<\/p>

    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.<\/p>

    These rights are separate from your right to withdraw from an online purchase.<\/p>

    Nothing in this policy restricts or excludes mandatory consumer protection rights.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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    10. Order Cancellation Before Dispatch<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.<\/p>

    Email: info@herbarise.com
    Phone: +359 877 821 961<\/p>

    We will make reasonable efforts to cancel the order before it is handed over to the courier.<\/p>

    If the order has already been dispatched, you may exercise your statutory right of withdrawal where applicable.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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    11. Contact Our Customer Support Team<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    If you have questions about returns, refunds, damaged products, or your consumer rights, our team is here to assist you.<\/p>

    HERBARISE \u2013 Customer Support<\/p>

    Email: info@herbarise.com<\/a>
    Phone: +359 877 821 961<\/p>

    Customer Support Hours (Bulgarian local time):<\/p>

    Monday \u2013 Friday: 09:00 \u2013 18:00
    Saturday: 10:00 \u2013 14:00
    Sunday: Closed<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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    12. Legal Information<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    This policy is issued by:<\/p>

    Active Protect Cosmetics OOD
    (\u0410\u043a\u0442\u0438\u0432 \u041f\u0440\u043e\u0442\u0435\u043a\u0442 \u041a\u043e\u0437\u043c\u0435\u0442\u0438\u043a\u0441 \u041e\u041e\u0414)<\/p>

    Company Registration Number: 204658348
    VAT Number: BG204658348<\/p>

    Registered Address:
    6 Sv. Sedmochislenitsi Street, Apartment 2
    1421 Sofia, Bulgaria<\/p>

    Email: info@herbarise.com<\/a><\/p>

    This Returns & Refunds Policy should be read together with our Terms & Conditions and Shipping & Delivery Policy.<\/p>

    In the event of any inconsistency, mandatory applicable consumer protection laws prevail.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

    Returns & Refunds Policy Last updated: 13 October 2026 At HERBARISE, customer satisfaction, product quality, and transparency are at the<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-15650","page","type-page","status-publish","hentry"],"acf":[],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/herbarise.com\/en\/wp-json\/wp\/v2\/pages\/15650","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/herbarise.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/herbarise.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/herbarise.com\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/herbarise.com\/en\/wp-json\/wp\/v2\/comments?post=15650"}],"version-history":[{"count":0,"href":"https:\/\/herbarise.com\/en\/wp-json\/wp\/v2\/pages\/15650\/revisions"}],"wp:attachment":[{"href":"https:\/\/herbarise.com\/en\/wp-json\/wp\/v2\/media?parent=15650"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}