Returns & Refunds

Your satisfaction matters to us. If something isn't right with your order, we're here to help you understand your return and refund options.

Last updated: 5 October 2026

At J Herbs, we want you to shop with confidence. This policy explains how to request a return, refund or replacement for eligible purchases made through JHerbs.co.uk.

This policy operates alongside your statutory rights under applicable UK consumer law. Nothing in this policy limits or excludes any legal right that you have as a consumer.

1. Your statutory cancellation rights

If you purchase goods online from J Herbs as a consumer, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason, subject to the exceptions permitted by law.

To exercise this right, you must tell us clearly that you wish to cancel within the applicable cancellation period. You will normally then have a further 14 days to send the goods back.

Where you exercise your statutory cancellation right, we will reimburse payments required by law, including the cost of our least expensive standard delivery option where applicable. We are not required to reimburse additional delivery costs resulting from your choice of a more expensive delivery option.

We may withhold a refund until we receive the goods back or you provide evidence that you have sent them back, whichever occurs first, where the law permits.

You may be responsible for the direct cost of returning goods when you cancel simply because you change your mind, provided we have informed you of this responsibility as required by law. This does not affect remedies available for faulty, damaged or incorrectly supplied goods.

2. J Herbs' 30-day return policy

In addition to your statutory rights, J Herbs intends to offer a return request window of 30 days from delivery for eligible products purchased directly from JHerbs.co.uk.

This additional return option is subject to product eligibility, the return instructions we provide and the conditions set out below. It does not replace or shorten any statutory right.

• Contact us within 30 days of receiving your order.
• Provide your order number and the reason for the request.
• Wait for confirmation and instructions before sending a return.
• Where a return is approved, follow the instructions and return deadline provided to you.

A return request does not automatically guarantee a refund under this additional policy. We will assess requests fairly and in accordance with applicable consumer law.

3. Product condition and hygiene

Where a return is requested under our additional 30-day policy, we may ask that products be unused, complete and in their original packaging where reasonably possible.

Certain wellness products, supplements and other sealed goods may be unsuitable for return for health protection or hygiene reasons once unsealed, where the statutory exception applies. This exception is not automatic for every health or wellness product.

These conditions do not remove your rights if goods are faulty, damaged, incorrectly supplied or otherwise do not conform to your contract. Please contact us if you receive a product in this condition.

4. Damaged, faulty, missing or incorrect items

If your order arrives damaged, contains the wrong product, is missing an item or has another problem, contact us as soon as reasonably possible.

Please include your order number, a description of the issue and photographs where they would help us understand the problem. Keep the product and packaging until we advise you on the next steps, unless doing so would be unsafe.

We will review the issue and explain the available resolution. Depending on the circumstances and your legal rights, this may include a refund, replacement, repair where applicable or another appropriate remedy.

Your statutory rights relating to faulty or misdescribed goods are not restricted by the 30-day commercial return window.

5. How to request a return or refund

Follow these steps to get started:

1. Contact J Herbs. Email us with your order number and the reason for your request.
2. Wait for a response. We may request additional information or photographs to assess your request.
3. Follow the instructions. If a return is required and approved, use the return address and method provided by our team.
4. Refund processing. Once the return or claim has been checked, we will notify you of the outcome and arrange any refund due.

6. Return postage and shipping costs

For a change-of-mind return under our additional policy, the customer may be responsible for return postage where this is disclosed before purchase or otherwise permitted by law. We will confirm any applicable arrangements before you send the item back.

If an item is faulty, damaged, incorrectly supplied or the return is otherwise required because of our failure to meet the contract, we will handle return costs in accordance with your statutory rights.

If you are ordering from outside the UK, contact us before returning an item to confirm the return address, postage arrangements and any relevant customs requirements.

7. Refund method and processing time

Where a refund is due, it will generally be made using the original payment method unless another method is agreed with you or the law requires otherwise.

For statutory cancellations, refunds will be made within the period required by law. For eligible additional-policy returns, we will explain the expected processing time once your request has been assessed.

The time taken for funds to appear in your account can depend on your bank, card issuer or payment provider.

If your original payment method has expired or your account has closed, contact us so we can discuss the available options.

8. Exchanges and replacements

If you would prefer a replacement or exchange, contact us with your order details. Availability depends on the product, stock levels and the nature of the issue.

Where a replacement or exchange is not available or is not an appropriate remedy, we will explain the other options available to you.

9. Unapproved returns and misuse

We ask customers to provide accurate information and return the correct products. Contact us before sending a product back so that we can provide the correct instructions.

We may investigate suspected fraudulent or repeated abusive refund claims and may decline requests made under our additional commercial policy where justified. Any decision will remain subject to applicable law and your statutory consumer rights.

10. Changes to this policy

We may update this policy when our business processes or legal requirements change. The version published on this page will show the latest update date.

Changes will not remove rights that have already accrued or override mandatory consumer protections.

11. Contact J Herbs

If you have a question about a return, refund or order, please contact our customer support team.

Website: JHerbs.co.uk

Email: REPLACE WITH YOUR CUSTOMER SUPPORT EMAIL

Please include your order number in your message so we can identify your purchase and assist you more efficiently.