Refund policy

The short version: you have 30 days from delivery. Email us, tell us your order number, and we refund you — opened bottle included. No restocking fee, no form, and you do not have to justify the decision.

30-day return window

You can request a refund within 30 days of the delivery date of your order. We use the delivery date, not the order date, so a slow carrier never eats into your window.

This applies whether the bottle is sealed or already open. We would rather you actually tried the product than returned it unopened out of caution.

How to start a return

Email info@novaherbs.co with:

  • your order number, and
  • how many bottles you are returning.

That is the whole process. We reply within one business day with your refund confirmation and, where a physical return is needed, a return address.

Do I have to send the product back?

  • Single-bottle orders: no. Keep the bottle or dispose of it. Return postage would cost more than the bottle is worth to us.

  • Multi-bottle orders: keep the bottle you opened and send back any bottles that are still sealed. We refund the full order once they arrive, or once you send us the tracking number — whichever is sooner.

Please do not send anything back before emailing us. Returns that arrive without a return authorisation can take considerably longer to match to an order.

Return shipping costs

  • Changed your mind: you cover return postage on any sealed bottles being sent back.

  • Our mistake — wrong item, damaged bottle, missing bottle, or a product past its best-before date on arrival: we cover it, and you do not need to return anything. A photo by email is enough.

How and when you get your money

Refunds go back to the original payment method. We issue the refund within 2 business days of approving it. Your bank or card issuer then takes its own time to post it — usually 3 to 10 business days, occasionally longer for cards issued outside the United States.

We refund the price you paid for the product. Where an order qualified for free shipping, no shipping charge was collected and none is deducted. If you paid a shipping charge on a partial return, that charge is not refunded.

Damaged, wrong or missing items

Contact us within 30 days of delivery and include a photo. We will send a replacement or refund you, whichever you prefer. There is nothing to return and no shipping cost to you.

Orders that have not shipped yet

Email us as soon as you can and we will cancel and refund in full. Orders placed before 2pm ET usually ship the same business day, so cancellations are only possible for a short window. If your order has already left, treat it as a normal return once it arrives.

Packages that never arrive

If tracking shows delivered but you have not received the parcel, tell us within 30 days of the delivery scan. We will open a carrier claim and either resend the order or refund it. You are not left waiting on the outcome of the claim.

Customers in the EU and the UK

You keep every right you have under EU and UK consumer law, including the 14-day right of withdrawal, and nothing in this policy reduces them. Our 30-day window is longer than the statutory minimum and runs alongside it.

One statutory limit is worth knowing: sealed goods that are not suitable for return for health-protection or hygiene reasons are excluded from the withdrawal right once the seal has been broken. In practice we waive this and accept opened bottles anyway under our own 30-day policy above.

Exceptions

  • Gift cards are not refundable.
  • Free or promotional items are not refunded for cash. If you return the order that earned them, please return them too or we deduct their retail value.
  • We may decline repeated returns from the same customer or address where the pattern suggests the policy is being used as free product. This is rare and we will always explain the decision.

Before you file a chargeback

Please email us first. A chargeback locks the funds for weeks and prevents us from refunding you directly, which makes a resolution slower for you, not faster. We have never refused a refund inside the 30-day window.

Contact

NovaHerbs LLC
8 The Green, Suite B
Dover, DE 19901
United States

Email: support@novaherbs.co

We reply within one business day, Monday to Friday.