Delivery & Returns Policy
Our delivery times are within 3 working days for main city centres and within 5 working days for outlying areas. HerbaStore wants to deliver on time as promised. However, things happen and so we are unable to guarantee that all orders will be delivered within the stipulated time frame.
Please note that once your order has been placed we cannot change your delivery address. Should you have any issues please contact us on firstname.lastname@example.org.
Bloemfontein, Cape Town, Durban, Johannesburg, George, Pretoria, Port Elizabeth and East London can expect delivery within 3 working days.
Expect delivery within 5 working days.
Note: a day refers to a normal business day and would exclude Saturday/Sunday and public holidays.
When do we start counting days? It depends on your payment method:
As soon as your order is dispatched from our warehouse, you will be sent an email to confirm that your package is on its way. If we are unable to meet the estimated delivery date we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If you are unavailable to take delivery or collection, we may leave a card giving you instructions on either re-delivery or collection from the carrier.
Any delivery is subject to acts which is beyond the control of HerbaStore due to force majeure including (but not limited to) inability to secure labour, power, internet services, GSM network connectivity, materials or supplies, or by any act of God, war, civil disturbance, riot, state of emergency, strike, lockout, or other labour disputes, fire, flood, drought or legislation.
Upon delivery of the product, before signing for the delivery, you agree to inspect the product for any faults, defects or damage. As a precaution, please keep the receipt of the delivered product.
In the rare circumstance that your item has a defect or is missing from your order please contact customer service on email@example.com.
1. REFUNDS GENERALLY – FOR PURCHASES FROM HERBASTORE
1.1. NON-DEFECTIVE PRODUCTS
Save for certain exceptional cases (as listed below), you are entitled to cancel any purchase made via this Website within 7 days after your receipt of the product and to obtain a full purchase price refund, subject to being charged by the seller thereof for the return of the product (which, in the case of a product sold by HerbaStore, must occur by following the returns procedure set out in the ‘Arranging Returns’ section below). Note that although you are entitled to cancel your purchase as aforesaid, you must return the product in the condition you received it.
Exceptions: the ability to cancel purchases of non-defective products as set out above will NOT apply in respect of the following types of products:
Books, magazines, newspapers and periodicals;
Audio or video recordings (i.e. CD’s or DVD’s) or computer software (i.e. Fitness Training DVD’s) which have been opened/un-sealed;
Foodstuffs, beverages or other goods intended for everyday consumption;
Products which by reason of their nature cannot be returned, which include electronic Vouchers and for hygiene reasons (i.e. swimwear).
You will only be entitled to a refund in respect of the exceptions listed above in the event and to the extent that any such refund is provided for under the express provisions of this Refund Policy herein below or if the seller of the Product, in its sole discretion and without being obligated thereto, chooses to give you a refund therefor.
1.2. LATE DELIVERY
If a product purchased is not delivered within the agreed delivery period, or where no specific period was agreed, within 30 days after having purchased the Product, the ECT Act entitles you to cancel such sale on 7 days’ notice to the seller of such product (i.e. HerbaStore). The functionality for giving such notice being provided on the ‘returns’ webpage of the Website.
Should a product purchased be unavailable, the seller thereof (i.e. HerbaStore) must notify you and issue a full refund within 30 days after such notice.
2. REFUNDS ON PURCHASES FROM HERBASTORE
2.1. EARLY CANCELLATIONS – PENALTY FREE*
Save for any purchase of an electronic Voucher, which cannot be cancelled once purchased, you are entitled to cancel (either in whole or in part) any sale without attracting any cancellation and/or administration charges if you cancel prior to the packaging of the products so sold. Such early cancellations can only be effected online on your ‘orders’ webpage (it being recorded that the functionality for cancelling any sale will only be available for so long as you are entitled to cancel same on a penalty-free basis).
* If timeously cancelled as aforesaid, you will be fully refunded in respect of such cancelled sale (including delivery charges), without any administrative or other charges being payable; provided that, should a sale only be partially cancelled and delivery charges as re-calculated on the value of the revised order exceed the delivery charges as calculated on the original order, you shall be liable for the amount of such excess delivery charges.
2.2. DEFECTIVE / DAMAGED / UNSUITABLE / ‘OUT OF STOCK’ PRODUCTS
General Rule: If, within 6 months after delivery of a product to you,
you find that the product is defective/faulty, unsuitable for the purpose for which it was indicated in the product description (or otherwise generally intended), not legal, or not reasonably durable (based on circumstances and product type) (hereinafter referred to as being “Defective”); and
you arrange to return such product to HerbaStore for inspection in the manner described in the ‘Arranging Returns’ section below (being the ONLY manner in which returns will be accepted),
and the product is subsequently found –
to indeed be Defective, you are entitled to either (a) have the product repaired or replaced at HerbaStore’s expense, or (b) be fully refunded;
NOT to be Defective, you will be liable for the costs incurred in having such product returned to HerbaStore and then re-delivered to you.
When Is A Product ‘Defective’?: Please note that the following issues/problems will NOT render the product Defective as aforesaid and will not entitle you to any repair, replacement or refund:
- opened food stuffs and supplement containers;
- faults resulting from normal wear and tear;
- where you, or someone unauthorised to do so by HerbaStore, has altered, repaired or damaged the product.
Important: you should refuse to accept delivery of any product which is visibly damaged, and if you only discover the damage after the courier has left (e.g. an opened container), then you must report it to HerbaStore as soon as possible and within 48 hours. If only reported after 48 hours, it is reasonable for HerbaStore or its suppliers to determine that the damage was caused post-delivery;
- where an item of clothing does not fit you because your measurements do not accord with the item’s size (i.e. you have incorrectly estimated/measured your size);
- encoding on DVD’s not being compliant with your zone (save where the encoding was incorrectly specified in the relevant product description);
- electronic software (including DVD’s) purchased by you which are not compatible with your operating system and/or existing hardware . Consequently, before purchasing any software, please confirm that same is compatible with your existing hardware and operating system.
Exceptions To The General Rule:
Special Offers: If the product was ordered pursuant to a “Special Offer” and such product is no longer being offered at the special price, should you elect to have the product replaced (as opposed to being refunded), HerbaStore will only be able to replace the same product.
Certain product types which have been opened: To combat the illegal copying of digital media, if the following types of products are returned for being defective or damaged, they will only be replaced with another copy of the same product and will not be refunded: CDs, Videos, DVDs, audio tapes, computer software.
Under no circumstances will HerbaStore be liable for any damage arising from any misuse or abuse of the goods.
No writable media CD-R, CD-RW, DVD-RW may be returned.
Electronic Software: Defective software may be exchanged for the same software, but no refunds will be payable.
2.2. STOCK SHORTAGES
In the event that HerbaStore is out of stock of a product ordered by you, HerbaStore must notify you thereof, whereupon –
- in the event of a temporary out-of-stock situation, you shall be entitled either to cancel the order and be fully refunded, or to maintain the sale subject to a later delivery date as may be agreed;
- in the event of a permanent out-of-stock situation, you shall be entitled to be fully refunded. In being ‘fully refunded’ as aforesaid, you will be refunded the relevant purchase price and delivery charges, without having to pay any administrative or other charges.
2.3. NON-DEFECTIVE PRODUCTS
Products which are NOT defective, open, expired, damaged or unsuitable as discussed above, but which you want to return for whatever reason, can be returned within 7 days from delivery, as explained above under ‘Non-Defective Products’ by following the returns procedure set out in ‘Arranging Returns’ below.
Note: If you wish to return any non-defective product delivered to you for a refund as aforesaid, please do not open the product or remove the product from its original packaging and/or use or wear the product. Supplements and/or consumables in particular, need to be returned unopened and not have been tampered with. Remember that HerbaStore may hold you liable for any damage you cause to the product (including its packaging) while in your possession.
Incorrect Product: If the incorrect Product is delivered to you by mistake (ie it is not the Product you purchased), please do not remove the Product from its original packaging, open or use the Product in any way. Please promptly contact the HerbaStore call centre at +27 21 468 9200 to notify HerbaStore thereof, so that we can resolve the mistake by arranging to collect such Product from you and deliver the correct Product to you, as quickly as possible.
2.4. ARRANGING RETURNS
If you want to return a product you have purchased from HerbaStore for any reason permitted under this Refund Policy, you must in all instances first notify HerbaStore thereof to inform us of the reason for your return by filling out a returns form (located on the ‘Returns’ page of this site) or via our email firstname.lastname@example.org
Once you have successfully logged your return as aforesaid, HerbaStore will issue you with a returns authorisation number (“RA Number”) and arrange for the collection of the product from you. You must ensure that the Product to be collected by the courier is packed so as to comply with the following:
the Product is properly protected;
save where being returned due to being Defective, the Product is still in its original packaging, together with all its documentation (if any), and in perfect condition for the purposes of resale (i.e. the product must not be damaged, scratched, soiled, opened and
aforesaid RA Number is accurately reflected on the courier’s collection slip.
IMPORTANT: HerbaStore is not able to accept the return of any products which have not gone through the above process and/or are not accompanied by a valid RA Number. Products returned without a valid RA Number will not have been validly returned and may be sent back to you at your expense.
Please treat products and packaging with reasonable care while in your possession. Nothing herein detracts from any right HerbaStore may have to hold you liable for any damage you cause to a product (including its packaging) while in your possession.
2.5. PROCESSING OF REFUNDS
Should you be entitled to a refund for any reason, such refund shall –
a) in the case of payment having been made by credit card, be effected on the credit card as the case may be, provided that if you are refunded on a credit card in respect of only a portion of any order placed by you, then any subsequent refunds processed in respect of that order will be credited to your HerbaStore shopper profile in accordance with (b) below;
b) in other instances, be credited to your HerbaStore shopper profile, in which case you have the right to request that the funds be paid into your bank account, being your bank account as reflected on HerbaStore’s records. HerbaStore will not, in this instance, pay funds into a third party bank account.
As refunds need to be processed by the banks, please note that the processing of refunds can take up to 5 working days from approval date.