Right of withdrawal
You have 30 days from receiving the parcel to change your mind and return the product, without having to provide any reason — a longer period than the 14-day minimum required by law.
To exercise your right of withdrawal, contact us before sending the return:
- Email: customer@herborea.eu
- Phone: 051 021 6326
- WhatsApp: 371 114 3681
What condition must the product be returned in?
For the return to be accepted, the product must be intact, unused and in the condition in which you received it (including packaging, labels and any seals). You may open it and check it as you would in a physical shop, but you may not consume or use it.
Here is a concrete example: Palo Santo and other sacred woods are products that, once burned, are consumed — there is nothing left to return. If you light it and decide you do not like the smell, this does not entitle you to a refund: the right of withdrawal applies to an online purchase made “sight unseen”, not to a product that has already been used. The same logic applies to candles, incense and resins if they have already been burned or opened and used.
If the product is returned to us used, damaged or missing parts, we reserve the right to withhold an amount proportional to the reduction in value, up to refusing the refund in cases where the product has been entirely consumed. Behind every piece is the work of those who harvest and process it, often families and communities in Ecuador, and we respect that work by respecting this rule too.
Who pays for return shipping?
If you return a product simply because you have changed your mind (with no defect), return shipping is at your expense. If, however, the product arrived damaged, incorrect or defective, we will take care of it, costs included — write to us and we will tell you how to proceed.
Refund times and methods
Once we have received and checked the return parcel, we will issue the refund within 14 days, using the same payment method used for the purchase. The actual crediting times depend on the method chosen: PayPal and card are generally quicker, while a bank transfer may take a few extra days depending on your bank.
Defects and legal guarantee
If a product has a genuine defect or lack of conformity, you are covered by the 2-year legal guarantee, regardless of the withdrawal period. In this case, write to us with photos of the problem: we will assess a replacement or full refund, including return shipping.