Refund policy
EDI Herbs Return & Refund Policy
At EDI Herbs, we carefully prepare our herbal supplements, customized herbal blends, vaginal washes, skin-care products, and bath products to meet our customers’ needs. Because many of our products are customized or prepared specifically for individual orders, returns and refunds are subject to the conditions outlined below.
1. Customized Products
Customized herbal blends and other products prepared specifically according to a customer's individual order are not eligible for return or refund due to change of mind, incorrect selection, personal preference, or dissatisfaction with the product after delivery.
Customized products may only be considered for a refund or replacement when the product is received damaged or defective.
In cases where a product is proven to be damaged or defective, EDI Herbs will review the circumstances and, at the company's discretion, determine the appropriate resolution. This may include:
A refund of the amount paid for the affected order or product; or
A replacement of the damaged or defective product. EDI Herbs will determine the most appropriate course of action based on the circumstances of each individual case.
2. Damaged or Defective Products
Returns or refunds will be considered exclusively in proven cases of product damage or defect.
If you believe that your order arrived damaged or that a product is defective, you must notify EDI Herbs through the Contact Us form available on our website within a maximum of three (3) days after receiving the product**.
Requests submitted after this 3-day period may not be eligible for review.
3. How to Report a Damaged or Defective Product
To allow us to properly investigate your claim, your request must include the following: Required Photos or Video
1. Clear photographs or video of the product and the identified problem, showing the affected area or condition of the product as clearly as possible.
2. Clear photographs of the shipping box or packaging, including a photograph in which the carrier's shipping label is clearly visible.
Please retain the original product, packaging, shipping box, and any other materials associated with the shipment until your claim has been reviewed and resolved. EDI Herbs may request additional photographs, videos, or information when necessary to complete its investigation.
4. Review and Resolution
Once your claim is submitted, EDI Herbs will review the information provided to determine whether the product qualifies as damaged or defective.
If the claim is determined to be valid, EDI Herbs will decide, based on the circumstances and at its discretion, whether to:
1. Refund the amount paid for the affected order or product; or
2. Replace the damaged or defective product
A refund, when approved, will be issued using the original payment method whenever reasonably possible, excluding shipping.
If additional information is required to evaluate your claim, EDI Herbs may contact you through the information provided with your order or claim.
5. Products Not Eligible for Return or Refund
Except where a product is proven to be damaged or defective, EDI Herbs does not accept returns or provide refunds for:
1. Customized herbal blends or other customized products;
2. Products that have been opened, used, or altered;
3. Products purchased due to a change of mind or personal preference;
4. Products ordered incorrectly by the customer;
5. Products for which dissatisfaction is based solely on taste, scent, appearance, texture, or personal expectations, unless the issue constitutes a verified product defect; or
6. Claims submitted more than fourteen (14) days after the product was received.
6. Important Notice Regarding Herbal Products
EDI Herbs products are herbal products and may vary naturally in color, texture, aroma, consistency, and appearance. Such natural variations do not necessarily indicate that a product is defective.
Customers should use all products according to the applicable product instructions and discontinue use if they experience an unexpected reaction or concern.
7. Contact Us
To report a damaged or defective product, please use the Contact Us form available on the EDI Herbs website.
Please include your order information, a description of the problem, and the required photographs or video described above.
EDI Herbs reserves the right to review each claim individually and determine the appropriate resolution based on the circumstances of the case.