Refund & Returns Policy

Refunds and Returns Policy

Effective Date: January 14, 2025

At Fresh Herb At Home (“we,” “us,” or “our”), we are committed to ensuring customer satisfaction. This Refunds and Returns Policy outlines the process, conditions, and timeframes for returning products and requesting refunds. By purchasing from our website, www.freshherbathome.com (the “Website”), you agree to this policy.

1. Eligibility for Returns

1.1 Timeframe for Returns
Products must be returned within 25 days of the delivery date to qualify for a refund or exchange.

1.2 Condition of Products
To be eligible for a return:

  • The product must be unused and in its original condition.
  • The product must be in its original packaging, including all accessories, manuals, and documentation.
  • Items that are damaged, altered, or show signs of wear are not eligible for return unless they were defective upon delivery.

1.3 Non-Refundable Items
The following items are not eligible for return or refund:

  • Customized or personalized products.
  • Perishable items.
  • Clearance or sale items, unless defective.

2. Initiating a Return

2.1 Return Request Process
To initiate a return, please follow these steps:

  1. Email us at [email protected] with the subject line “Return Request.”
  2. Include the following details in your email:
    • Order number.
    • Your full name and contact information.
    • Reason for the return (e.g., defective item, incorrect product).
    • Photos or evidence of the issue, if applicable.

2.2 Return Authorization
Once your return request is approved, you will receive a Return Authorization (RA) number and detailed return instructions. Returns without an RA number will not be processed.

2.3 Return Shipping

  • Customers are responsible for return shipping costs unless the product is defective or an error was made on our part.
  • We recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for lost or damaged return shipments.

3. Refund Process

3.1 Inspection and Approval
Once we receive your returned item, we will inspect it to ensure it meets the eligibility criteria. You will be notified via email of the approval or rejection of your refund.

3.2 Refund Timeframes
Approved refunds will be processed within 7-10 business days of receiving the returned item. Refunds will be issued to the original payment method. Please note that it may take additional time for your financial institution to reflect the refund in your account.

3.3 Deductions
If the product is returned in a condition that does not meet our criteria, we may deduct a restocking fee of up to 15% of the product’s value from the refund.

4. Exchanges

Exchanges are available for defective or damaged items. To request an exchange, follow the return initiation process outlined in Section 2. Exchanges will be processed and shipped once we receive the returned item.

5. Defective or Damaged Items

If you receive a defective or damaged product:

  • Contact us at [email protected] within 7 days of delivery.
  • Include photos and a detailed description of the issue.
  • We will provide a replacement or refund at no additional cost to you.

6. Cancellation Policy

Orders can be canceled or modified prior to shipment. To request a cancellation, email us at [email protected] as soon as possible. Once an order has shipped, it cannot be canceled and must follow the returns process.

7. Contact Information

For questions about returns, refunds, or exchanges, contact us:

Fresh Herb At Home
880 Freeman Avenue
Stratford, CT 06614
Email: [email protected]

We strive to make our returns and refunds process as simple and straightforward as possible. Thank you for shopping with Fresh Herb At Home!