HERBYZEE
Refund & Exchange Policy
How returns, exchanges, and refunds work — including COD refunds.
Hair care is a personal-care category, so hygiene rules limit what can be returned. This policy states exactly what we accept, what we do not, and how long each step takes.
Claim window
- Damaged, leaking, or incorrect items — report within 48 hours of delivery.
- Missing items from a parcel — report within 48 hours of delivery.
- Unopened, sealed products — return request within 7 days of delivery.
Claims raised after these windows cannot be processed, because the courier's own dispute period has closed by then.
What we accept
A product is returnable when it is:
- Unused, unopened, and in its original sealed packaging.
- Complete with box, cap, seal, and any free gift that came with it.
- Damaged, defective, expired, or not what you ordered.
What we do not accept
- Opened, used, or partly used products — hygiene and safety regulations do not permit resale.
- Products with a broken seal, missing cap, or removed batch label.
- Change of mind after opening, or dissatisfaction with fragrance, texture, or lather.
- Individual scalp or skin reactions. Patch-test before first full use, and stop immediately if irritation appears.
- Results not matching expectations. Herbal formulas act gradually and results vary by hair type.
- Clearance or final-sale items, unless they arrived damaged or incorrect.
Evidence we need
For any damage, leakage, wrong-item, or missing-item claim, send us:
- Your order number.
- Clear photos of the product, the seal, and the outer courier packaging.
- An unboxing video where possible — this is the fastest route to approval and we strongly recommend filming the opening of every parcel.
How to raise a request
- Contact us on WhatsApp or email within the claim window with your order number and evidence.
- Wait for written approval and return instructions. Do not ship anything back before approval — unapproved returns are refused at our facility.
- Pack the item in its original packaging and hand it to the courier we nominate.
- We inspect the item on arrival, normally within 2 working days.
Who pays return shipping
- We pay when the fault is ours — damaged, defective, expired, or incorrect item.
- You pay for approved returns of unopened products where there is no fault on our side. The original shipping charge is not refunded in these cases.
Exchanges
Exchanges are offered for damaged, defective, or incorrect items, and for unopened products where you would prefer a different variant or size.
The replacement is dispatched once the returned item reaches us and passes inspection. Any price difference is settled either way — we collect the balance, or refund the surplus. Exchange shipping is free when the fault is ours.
Refunds
Once a return passes inspection, the refund is approved and issued within 7 to 10 working days.
- Cash on Delivery orders — refunded by bank transfer, since no card or gateway transaction exists to reverse. We will ask for the account title, account number or IBAN, and bank name. The account title should match the name on the order.
- Bank Transfer orders — refunded to the same account the payment came from.
Where a discount or coupon was applied, the refund reflects the amount actually paid, not the pre-discount price.
Cancellations
Cancel free of charge any time before dispatch — message us with your order number. After dispatch, cancellation is not possible and the parcel must be returned under this policy.
Repeatedly refusing COD deliveries may result in future orders requiring advance payment.
Our right to refuse
We may decline a return where the claim window has passed, the evidence provided is insufficient, the seal is broken, or the returned item does not match the item dispatched. We will always explain the reason in writing.
Questions
Contact our Customer Service team. Nothing in this policy limits your statutory rights under Pakistani consumer protection law.