Need to Return a Product?
We’re here to help! If you are not 100% satisfied with your purchase, please email us at hello@herbalizestore.com.
For any questions regarding returns, our customer care team is available at the same email. We may be able to assist you without the need to return your item.
Before You Return Anything
Always contact support before returning an item. We will provide a return reference number (RMA) and instructions.
All products must be returned complete, including original packaging and accessories, to be eligible for a refund, replacement, or store credit.
14-Day Right of Withdrawal (EU)
In accordance with EU consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order.
If you choose to return your item within this period:
- The item must be unused and in its original condition.
- It must be returned using a tracked shipping method.
- Return shipping costs are initially paid by the customer.
- We will refund the cost of the cheapest available tracked shipping method, provided the return meets our policy criteria.
Please note: Return shipping arrangements depend on the website from which your order was placed. Orders must be returned to the corresponding return address for that website. We do not operate local return facilities in every EU member state.
Refunds will be processed once the item has been received and inspected.
Sealed & Hygienic Products
Due to health and hygiene regulations, we cannot accept returns for any product where the seal has been broken.
This applies to, but is not limited to, products from brands such as Storz & Bickel, PAX, Dr. Dabber, and Puffco, including mouthpieces and other oral-use components.
Refund Eligibility (30 Days)
Unused and sealed products may be returned for a refund within 30 days of delivery.
Returns outside the 14-day withdrawal period may be subject to a restocking fee of up to 20%. Original shipping costs are non-refundable.
Faulty Items
Faulty items must be reported within 30 days of purchase to be eligible for a refund.
Faulty items may be returned for replacement or store credit within 6 months of purchase. After 6 months, the manufacturer’s warranty applies.
Certain products, including Volcano Hybrid, Volcano Classic, and Tinymight 2, can only be repaired directly by the manufacturer. Herbalize Store does not carry out repairs.
Consumables such as chambers, coils, glass or ceramic components, seals, and screens are excluded from refunds and are covered only under the manufacturer’s warranty where applicable.
Return Shipping Conditions
All EU returns must be sent using a tracked postal service.
We are unable to reimburse courier upgrades, express shipping, or premium delivery services. Only the cost of the cheapest available tracked shipping method will be refunded where applicable.
Please retain proof of postage. We cannot be held responsible for items lost in transit.
Unauthorized Returns
Returns submitted without prior authorization, without a valid RMA reference, or with broken seals may be subject to a restocking fee of up to 20%. Original shipping costs are non-refundable.
Refund Processing
Refunds are processed within 2–4 business days of receiving returned items that meet our Returns Policy.
Refunds are issued to the original payment method. Processing times do not include transit time.
- Items must be returned in original condition.
- Used items are not eligible for refund.
- Nothing in this policy affects your statutory consumer rights under EU law.
Incorrect Address & Delivery Issues
If a courier is unable to deliver due to an incorrect or incomplete address provided at checkout, the parcel may be returned to us.
If re-delivery is required, additional shipping charges may apply.