At AuthHerb, we want you to feel confident when ordering from us. Because our products include traditional Chinese medicines and health-related products, returns must also meet appropriate safety and hygiene requirements.

This policy explains when a product may be returned, who is responsible for return shipping and customs charges, and how refunds are processed.

90-Day Return Policy

Eligible unopened products may be returned within 90 days of delivery.

The 90-day return period begins on the date your order is recorded as delivered by the shipping carrier. To qualify for a return, the product must meet all eligibility requirements described below.

Return Eligibility

To be eligible for a return, the product must:

  • Be returned within 90 days of delivery;
  • Be unused and unopened;
  • Have all original seals, tamper-evident packaging, blister packaging, sachets, bottles, and other protective packaging intact;
  • Be in substantially the same condition in which it was received; and
  • Be returned according to the return instructions provided by AuthHerb.

All returned products are inspected before a refund is approved. Receipt of a returned parcel does not automatically mean that the return qualifies for a refund.

Medication Safety and Opened Products

For medication safety, health, and hygiene reasons, products that have been opened, unsealed, used, partially consumed, tampered with, or otherwise altered after delivery cannot be returned.

This includes, but is not limited to:

  • Products with a broken or removed manufacturer seal;
  • Opened bottles, boxes, blister packs, sachets, or other individual packaging;
  • Products from which any tablets, capsules, pills, granules, liquids, or other contents have been removed or used;
  • Products showing evidence of contamination, improper storage, or tampering; and
  • Products whose condition prevents them from being safely supplied to another customer.

These restrictions are necessary to protect the safety of all customers and the integrity of health-related products.

How to Request a Return

Please contact AuthHerb before sending any product back.

When requesting a return, please provide:

  • Your order number;
  • The product you wish to return;
  • The reason for the return; and
  • Photos of the product and packaging if requested.

Once your return request has been reviewed, we will provide the appropriate return instructions and return address.

Do not send a return to the original shipping address unless specifically instructed to do so. Returns sent without authorization or to an incorrect address may be delayed, rejected, lost, or subject to additional charges.

International Returns, Customs and Duties

AuthHerb serves customers internationally. International returns may therefore be subject to customs procedures, import charges, brokerage fees, and carrier handling fees when the returned parcel enters the destination country.

For returns made for reasons other than an error by AuthHerb, the customer is responsible for all return shipping costs and all customs-related charges associated with the return.

This may include:

  • Return shipping charges;
  • Customs duties;
  • Import taxes;
  • VAT or similar taxes;
  • Customs clearance charges;
  • Carrier brokerage fees; and
  • Other transportation or handling charges associated with the return.

All applicable charges must be prepaid by the sender. Returned parcels should be sent on a duties-and-taxes-paid basis where applicable.

AuthHerb does not accept COD returns or parcels that require AuthHerb to pay customs duties, taxes, brokerage fees, clearance charges, shipping charges, or other fees upon delivery.

If a return cannot be delivered because customs charges or other fees remain unpaid, AuthHerb may be unable to accept or process the return.

Damaged, Defective, or Incorrect Items

If you receive an incorrect product, an incorrect quantity, or a product that arrived damaged or appears defective, please contact us before returning the product.

Where the issue is confirmed to have resulted from an error by AuthHerb, we will provide appropriate instructions and may arrange a replacement, refund, return shipping solution, or other appropriate remedy.

Please retain the original product, packaging, shipping label, and any damaged materials until we have reviewed the issue. Photographs or other documentation may be required to help us verify the problem.

Do not discard a damaged, defective, or incorrect product before contacting us unless doing so is necessary for safety.

Return Shipping Costs

For ordinary returns, including returns because you changed your mind, ordered the wrong product, or no longer wish to keep the product, return shipping costs are the responsibility of the customer.

Original shipping charges are generally non-refundable unless the return results from an error by AuthHerb or a refund of such charges is required by applicable law.

Refused, Unclaimed, or Undeliverable Shipments

A shipment that is refused, left unclaimed, not collected, or returned because customs clearance was not completed is not automatically considered an approved return.

This includes shipments returned because of:

  • Refusal of delivery;
  • Failure to collect the parcel;
  • Failure to complete customs clearance;
  • Failure to pay import duties, taxes, or carrier charges;
  • An incorrect or incomplete delivery address provided by the customer; or
  • Repeated unsuccessful delivery attempts.

If such a parcel is returned to us, any refund will only be considered after the parcel has been physically received and inspected.

Return shipping costs, customs charges, carrier fees, brokerage charges, handling costs, or other expenses incurred because of a refused, unclaimed, or undeliverable shipment may be deducted from any refund where permitted by applicable law.

Refunds

Once an eligible return has been received and inspected, we will notify you whether the return has been approved.

If approved, the refund will generally be issued to the original payment method within 5–10 business days.

After AuthHerb issues the refund, additional processing time may be required by your bank, card issuer, payment provider, or financial institution before the funds appear in your account.

AuthHerb cannot control processing times imposed by third-party payment providers or financial institutions.

Non-Refundable Charges

Except where required by applicable law or where the return results from an error by AuthHerb, the following charges are generally non-refundable:

  • Original shipping charges;
  • Return shipping charges;
  • Customs duties;
  • Import taxes;
  • VAT paid directly to customs authorities or carriers;
  • Customs clearance fees;
  • Carrier brokerage charges; and
  • Other third-party customs, transportation, or handling charges.

Customs duties, taxes, and similar charges paid directly to a government authority, customs authority, postal operator, or shipping carrier are not collected by AuthHerb and therefore generally cannot be refunded by AuthHerb.

You may contact the relevant customs authority or carrier to determine whether any separate refund of those charges is available.

Exchanges

For medication safety and international shipping reasons, we generally do not process direct product exchanges.

If you wish to purchase a different product, the usual process is to return the eligible unopened product in accordance with this policy and place a new order separately.

If you received an incorrect or damaged product, please contact us first so that we can determine the most appropriate solution.

Important Safety Notice

Please do not return opened medication simply because it did not produce the result you expected.

Individual responses to medicines and health-related products may vary. Unless otherwise expressly stated, AuthHerb does not provide a satisfaction-based or effectiveness-based money-back guarantee for products that have already been opened or used.

If you experience an unexpected reaction or have concerns about the use of a product, discontinue use as appropriate and consult a qualified healthcare professional.

Statutory Consumer Rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict, or limit any mandatory consumer rights that cannot legally be excluded under the laws applicable to you.

Customers in certain countries or regions may have additional statutory cancellation, return, refund, or warranty rights. Where mandatory local consumer protection law provides rights that are more favorable than the terms of this policy, those mandatory rights will apply.

Contact Us

If you have questions about a return, refund, damaged shipment, or incorrect order, please contact AuthHerb before sending any product back.

Please include your order number and a brief description of the issue so that we can provide the correct return instructions.