1. Overview

HerboGate AE wants every customer to be satisfied with their purchase. If something isn't right with your order, this policy explains the steps available to you and the conditions that apply to returns, exchanges, and refunds.

2. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

• The request is made within 7 days of the delivery date
• The product is unused, unopened, and in its original sealed packaging
• The product is not on the list of non-returnable items in Section 3
• You provide proof of purchase, such as your order number or confirmation email

3. Non-Returnable Items

For hygiene, safety, and regulatory reasons, the following items cannot be returned once opened or used:

• Opened or used skincare products (serums, creams, and similar items)
• Opened or used natural oils and hair care products
• Opened herbal supplement capsules or wellness gummies
• Products purchased as part of a clearance or final-sale promotion, where clearly marked as such

4. How to Request a Return

To start a return or exchange, please follow these steps:

• Contact our team via WhatsApp, phone, or the Contact Us form within 7 days of delivery
• Share your order number, the product you wish to return, and the reason for the return
• Our team will confirm whether your item is eligible and share the next steps
• If approved, pack the item securely in its original packaging for collection or drop-off

5. Inspection & Approval

Once we receive your returned item, our team will inspect it to confirm it meets the eligibility conditions in Section 2. We will notify you of the approval or rejection of your return within a reasonable timeframe after inspection.

6. Refunds

If your return is approved, your refund will be processed as follows:

• Orders paid online will be refunded to the original payment method
• Orders paid via Cash on Delivery will be refunded as store credit or bank transfer, as agreed with our support team
• Refunds are typically processed within a set number of business days after approval, depending on your payment provider

7. Exchanges

If you'd prefer an exchange rather than a refund, let our support team know when you submit your request. Exchanges are subject to product availability and the same eligibility conditions as returns.

8. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos of the product and packaging. We will arrange a replacement, exchange, or full refund, including any applicable delivery charges, at no additional cost to you.

9. Return Shipping Costs

If the return is due to a change of mind and the item is eligible under Section 2, the customer is responsible for return shipping costs. If the return is due to a damaged, defective, or incorrect item, HerboGate AE will cover the cost of return shipping.

10. Cash on Delivery Orders

For orders placed with Cash on Delivery, refunds cannot be issued in cash after delivery. Approved refunds for Cash on Delivery orders will be provided as store credit or via bank transfer, as coordinated with our support team.

11. Changes to This Policy

We may update this Refund and Returns Policy from time to time to reflect changes in our operations or applicable UAE regulations. Any updates will be posted on this page with a revised "Last updated" date.

12. Contact Us

If you have a question about a return, exchange, or refund, our team is here to help: