Refund policy

Cancellation Policy
You may cancel your order before it has been processed (as soon as possible on the same day; orders received before 12pm are being processed and shipped the next day, so please cancel immediately). Refunds will be made through the original mode of payment only. Please allow for up to 45 days for the refund transfer to be completed.

Returns & Exchange Policy
Please check the delivered item carefully before signing the delivery note. Once the items have been delivered and accepted, we do not offer refunds/exchanges.
Please note that store credit or exchanges are offered on defective items only. Any defective product must be reported at the time of delivery. If any faults are found at the time of delivery, you may contact us via email or phone. Please take pictures and video of the issue and describe it as best as you can to help us understand and verify.

The Herbella team reserves the right to check for defects and will try to repair or replace the defective product. If there is no stock available at the time, then you will receive a store credit valid for 60 days.

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@herbella.co.ke :Subject: RETURN

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@herbella.co.ke

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards..

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 45 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 20 business days have passed since we’ve approved your return, please contact us atinfo@herbella.co.ke :Subject: REFUND