Returns and order cancellations
This return policy explains how you can cancel an order, return products and receive a refund for purchases made on the iHierba website.
We sell only physical products such as food supplements, cosmetic products and other personal care items. We do not sell digital products or gift cards.
Payment method and order cancellation before delivery
All orders placed on our website are paid for upon delivery (cash or bank card payment to the courier or postal service, depending on what is available in your country).
We do not offer or accept online prepayment by bank card or other methods before shipment.
You can cancel your order at any time before payment in the following ways:
- during the confirmation call with our operator by informing us that you no longer wish to place the order; or
- at the time of delivery, before payment, by refusing to accept and pay for the parcel.
In these cases, you do not incur any payment obligations and the order is considered cancelled. Such cancellations are not treated as product returns.
Checking the parcel on delivery
Because payment is made upon delivery, we kindly ask you to carefully check the parcel before paying, whenever this is allowed by the delivery service in your country.
- Check the outer packaging for significant damage or signs of opening.
- Make sure that the items, quantities and formats correspond to your order.
If you notice serious damage to the parcel or an obvious mismatch with your order before payment, you have the right to refuse to accept and pay for the parcel. In this case the order will be cancelled.
14-day right of return
After you have received and paid for your order, you have the right to return part or all of the products within 14 calendar days from the date of delivery, provided that the products are of satisfactory quality and all of the following conditions are met:
- The product has not been used and has not been opened.
- The original factory packaging, seals and protective labels are preserved and not damaged.
- The product has no signs of use, contamination or damage.
- The commercial appearance and consumer properties of the product are preserved.
Due to the nature of our products (food supplements, cosmetics and personal care items), products that have been opened and come into direct contact with the body are generally not eligible for return simply because you changed your mind, did not like the product or it did not meet your personal expectations, unless otherwise required by the applicable law in your country.
Products that cannot be returned
Unless otherwise required by applicable law, the following products are generally not eligible for return:
- products that have been opened, used or have damaged protective seals after delivery;
- products with damaged packaging or traces of improper storage or use after delivery;
- products with an expired shelf life if the expiration date was valid at the time of delivery;
- individually customised or personalised products, if any.
Faulty, damaged or incorrect products
If, after receiving and paying for your order, you discover that a product:
- has a clear manufacturing defect;
- is seriously damaged (and this is not the result of improper storage or use after delivery); or
- does not correspond to the description on the website or to the ordered item (wrong product, volume, etc.),
please contact our customer service. Depending on the situation and the applicable law in your country, we may offer a replacement of the product or a refund of the amount paid for the affected product. In some cases we may also offer other solutions (for example, a partial refund or discount on a future order) by mutual agreement.
How to request a return
To request a return or to report a problem with a product, please follow these steps:
- Contact our customer service by email at customerservices@ihierba.com.
- Provide your order number, full name and contact details.
- Describe the reason for the return (for example: changed mind, unopened product within 14 days, manufacturing defect, damage, wrong product, etc.).
- If possible, attach clear photos of the product and packaging, especially in cases of damage or defects.
Our customer service team will review your request and send you detailed instructions, including the return address and any reference number if needed.
Return shipping costs
If the return is due to our error (for example, wrong product sent, confirmed manufacturing defect, serious damage during delivery or another confirmed mismatch with your order), reasonable return shipping costs will be compensated or organised by us, depending on what is possible with postal and courier services in your country and what is agreed with our customer service in advance.
If you return a product of satisfactory quality within 14 days because you have changed your mind or the product does not meet your personal expectations (and all conditions for unopened products are met), the cost of return shipping is usually paid by the customer, unless otherwise required by applicable law in your country or unless a different arrangement is made with our customer service.
Refunds
Once we receive and inspect the returned products, we will send you an email to confirm receipt and inform you whether your refund has been approved.
If your refund is approved, we will agree with you on the most suitable refund method (for example, bank transfer or another available method, depending on your country). The refund will be processed within a reasonable period, usually within 14 working days after approval, unless a different period is required by applicable law.
Local legal requirements
This policy describes the general return rules that apply to most orders. In some countries, mandatory legal rules may provide consumers with additional rights (for example, minimum withdrawal periods for distance purchases or special rules for certain categories of products).
If the law in your country grants you more extensive rights than those described in this policy, the legal rules of your country will prevail. Our customer service will assist you in arranging your return in accordance with such requirements.
If you still have questions about returns, please contact our customer service at customerservices@ihierba.com.
