Returns & Exchanges

 

EFFECTIVE 1st May 2021

1. Exchange & Store Credit

If you change your mind about your purchase, you can return the product and receive an Exchange for another product(s) up the same value, or Store credit. 

The product must returned within 20 days of purchase and must be unopened and sealed in its original packaging.

To be able to return a product, you must provide a valid proof of purchase (including original receipt or email receipt).

2. Refunds

Please note that we do not accept refunds.

3. How to make a return

OPTION 1: IN-STORE

1. Check that you meet the above return conditions.
2. Return the item(s) in person at our Prahran store at 222 Chapel Street, Prahran, Victoria 3181.

OPTION 2: VIA POST

1. Check that you meet the above return conditions.
2. Find your order/receipt number.
   • If you purchased online, it can be found on your confirmation/shipment email.
   • If you purchased in store, it can be found on your receipt.

3. Please contact our customer service team on +61 3 9529 6320 and we’ll generate your return label which we will email to you.
4. Print your Australia Post return label. Don’t have a printer? You can print your label at the Post Office – just present your return label email (on your phone) at an Australia Post outlet.
5. Organise your return. Package your items securely to avoid damage and attach the return label emailed to you.
6. Drop off your return at any Post Office, Post Box or Parcel Locker.

4. Consumer guarantees

Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy above.

In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the below:

• If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonable foreseeable loss or damage.
• If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product’s packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.

Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and Herbario may choose not to provide a refund, exchange or repair (if applicable).

Herbario will require proof of purchase before providing a remedy under the Australian Consumer Law.

Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.

5. FAQs

What can I use as proof of purchase?

You may use any of the following as proof of purchase:

• Register receipt or e-receipt tax invoice
• Any other proof of purchase of the relevant product

I’ve received a product as a gift but it’s not quite what I’m after. Can I return it?

Gifted products can be returned for an exchange or store credit within 20 days provided you have a proof of purchase and the product must be unopened and sealed in its original packaging. Unfortunately refunds are not available for gift returns.

For consumer guarantees issues with gifted products, please see the ‘Consumer guarantees’ section above.

6. Privacy

Herbario is committed to protecting your privacy. You may be asked to provide valid photo identification when returning a product so that we can record your name, address and other identification details. The Personal Information (as defined in the Privacy Act 1988 (Cth)) collected will be stored and used in accordance with our Privacy Policy.