Refund Policy
At Thulir Herba, we are committed to ensuring your satisfaction with every order. If you have received a damaged or incorrect product, please refer to the policy below to determine your eligibility for a refund or replacement.
1. Refund & Replacement Eligibility
A refund or replacement request will only be considered if all of the following conditions are met:
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The buyer must provide a clear, uninterrupted video of the package being opened.
The video must:- Start before the package is opened.
- Clearly show the shipping label.
- Capture the entire unboxing process and reveal the product inside.
- Videos that are edited, begin mid-way, or do not clearly show the issue will not be accepted.
Eligible scenarios include:
- Receipt of a wrong product.
- Receipt of a product that is damaged or unusable due to transit-related handling.
2. Return Process
If your claim is approved:
- The item must be returned in its original packaging, unused, and undamaged.
- Return / Replacement / Damage request must be raised in 24 hours.
- A refund or replacement will be processed only after we receive and inspect the returned product.
- Once we receive the request, we will replace the products within 2–3 business days.
3. What Is Not Covered
Refunds or replacements will not be provided for:
- Minor variations in color, size, texture, or design due to screen display, lighting, or natural material characteristics.
- Damage that occurs after opening the package (e.g., due to mishandling, water exposure, or improper storage).
- Products returned without the required unboxing video.
- Delivery delays caused by couriers, weather, or other factors beyond our control.
4. Timeline for Resolution
Replacement Timeline
Once the returned product is received and approved, the replacement item will be dispatched and delivered within 5–7 working days.
Refund Credit Timeline
If a refund is approved, it will be credited within 7–10 working days and credited to your original method of payment.
5. Decision Process
- All claims are carefully reviewed.
- The resolution may include a full refund, replacement, or partial compensation, based on the nature of the issue.
- The final decision regarding the claim will be made by Thulir Herba and shall be binding.
6. Shipping Policy
Order Delivery
Order will be delivered in 5-7 business days.
7. Contact Us
If you've received a damaged or incorrect item and meet the eligibility conditions, please contact us immediately with your video proof:
Phone / WhatsApp
We deeply value your trust and are committed to ensuring a transparent and fair resolution process for all our customers.
Important Notice
Please ensure you read and understand all sections of this policy before making a purchase. By placing an order, you agree to these terms and conditions.
