Refund and Chargeback policy

Scope of this policy

This Refund and Chargeback Policy applies to eligible purchases made directly through HerbResearch.com.

By completing a purchase, you acknowledge that you have had an opportunity to review this policy. Nothing in this policy limits a customer right that cannot lawfully be waived under applicable consumer-protection or payment laws.

30-day return window

Herb Research offers a 30-calendar-day return period for eligible opened and unopened products.

The return period begins on the date the shipping carrier’s tracking information shows that the package was delivered. It does not begin on the date the order was placed.

You must contact Herb Research within this 30-day period to request return authorization. Products returned without authorization or outside the applicable return period may not qualify for a refund.

Return eligibility

Unopened products

An unopened product should be returned in its original packaging and in substantially the same condition in which it was delivered.

Opened products

An opened product may qualify for return when at least 85% of the original contents remain in the package.

If less than 85% of the original contents remain, Herb Research may decline the return and refund request.

Proof of purchase

Return requests must include information that allows us to locate the transaction, such as the order number, purchaser’s name, account email address or order confirmation.

Damaged, incorrect or incomplete orders

If an order arrives damaged, contains an incorrect product or appears incomplete, contact Herb Research within 10 calendar days of confirmed delivery.

Include:

• Your order number
• A description of the problem
• The product name and quantity involved
• Photographs of the product, packaging and shipping label when relevant
• Any other information reasonably needed to review the claim

Keep the product and all original packaging until Herb Research provides further instructions. Do not discard damaged items unless instructed to do so.

How to request a return

1. Contact Customer Care

   Use the Herb Research contact form or email admin@herbresearch.com.

2. Provide your order information

   Include the order number, purchaser’s name, account email address, product involved and a clear description of the request.

3. Wait for return instructions

   Do not send a return until Herb Research confirms the request and provides the appropriate return instructions.

4. Pack the return securely

   Place the product in suitable packaging to reduce the possibility of damage or loss during return shipping.

5. Send the authorized return

   The return must be received within 30 calendar days after return authorization is issued unless Herb Research approves a different deadline in writing.

Return shipping

Customers are generally responsible for return-shipping costs.

Herb Research may provide or reimburse return shipping when it confirms that a product was damaged in transit, sent incorrectly or affected by another fulfillment error for which Herb Research is responsible.

We recommend using a trackable shipping method and retaining the shipping receipt. Herb Research cannot confirm receipt of a return that does not have tracking or delivery documentation.

Inspection and disposal of returned products

All returns are subject to inspection after delivery to Herb Research. Inspection may include confirming the product identity, returned quantity, packaging condition and compliance with this policy.

Opened botanical products are not restocked or resold. Returned opened products are disposed of after the return is reviewed.

Refund processing

If a return is approved, Herb Research will submit the refund after the returned product has been received and inspected.

Refunds will generally be issued to the original payment method when available. If an electronic reversal is unavailable, Herb Research may approve another refund method, including a check sent to the verified shipping address associated with the order.

After a refund is submitted, banks and payment providers may require additional processing time. Card refunds commonly take up to five business days to appear, although timing can vary by provider.

Herb Research is not responsible for delays caused solely by a customer’s bank, card issuer or payment provider after the refund has been submitted.

Chargebacks and payment disputes

If you have an order or payment concern, we encourage you to contact Herb Research promptly so we have an opportunity to investigate and propose a resolution.

When practical, please provide the following before initiating a payment dispute:

• Your order number and account email address
• The transaction date and disputed amount
• A clear explanation of the problem
• Supporting photographs, correspondence or delivery information
• The resolution you are requesting

How Herb Research responds to a chargeback

When a chargeback or payment dispute is filed, Herb Research may provide relevant transaction evidence to the bank, card issuer, payment provider or dispute administrator.

Evidence may include:

• Order and payment records
• Customer-account information
• Checkout acceptance records
• Shipping, tracking and delivery confirmation
• Product descriptions and applicable policies
• Customer-service correspondence
• Return and refund records

Herb Research will cooperate with the applicable dispute-review process and will comply with the final determination required by law, the card issuer or the payment provider.

False claims and policy abuse

Customers must not knowingly submit false information about unauthorized charges, non-delivery, product condition, order contents or previous communications.

If Herb Research reasonably determines that an account has been used for fraudulent activity or repeated policy abuse, it may, to the extent permitted by law:

• Provide documented evidence in response to a payment dispute
• Restrict or close the associated customer account
• Decline future transactions
• Seek recovery of amounts that are lawfully owed
• Refer suspected unlawful activity to appropriate advisors or authorities

Good-faith customer complaints and lawful billing disputes are not considered fraudulent activity merely because Herb Research disagrees with the claim.

Governing law and severability

This policy is governed by applicable federal law and the laws of the State of Oregon, without limiting consumer protections that apply in another jurisdiction.

If a provision of this policy is found invalid or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

Disputes not resolved directly with Herb Research will be handled according to applicable law and any separately presented, legally enforceable dispute-resolution agreement accepted by the customer.

Contact information

Send return, refund and order-dispute requests to:

Do not mail a return to the address above unless Herb Research has confirmed that address in the return instructions.