Please double-check your cart before placing an order to ensure you have selected the correct items and quantities. Our products can be returned or refunded under the following conditions.

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Order Cancellation:

You can cancel your order if it hasn’t been shipped yet. To request a cancellation, please contact us as soon as possible at helloherbalsnz@gmail.com. Be sure to include your order number, name, and reason for the cancellation. If your order has already shipped, our returns policy will apply instead.

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Condition of Returned Items:

We are happy to accept returned items provided they are in their original, unopened, and unused condition. Returns must be initiated within 14 days of receiving your order. Please email us first to arrange your return.

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Damaged or Faulty Items:

If an item ordered arrives damaged, please make a claim by emailing us on kirsten@helloherbals.co.nz within 48 hours of receiving your order. You may return them for a full refund or a replacement. If necessary, we will cover the cost of return shipping for damaged or faulty items by either a prepaid label or reimbursement of your return postage.

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Partial Returns:

If you return only part of your order, you will receive a refund for the returned item(s), excluding the original shipping cost (if paid). Return shipping is your responsibility.

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Complete Returns:

If you return your full order, you will receive a full refund of your order value, excluding the original shipping cost (if paid). Return shipping is your responsibility.

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Deductions on Refunds:

If you paid for shipping on your original order, this shipping fee is non-refundable. If your original order qualified for free shipping, it will remain free — we will not deduct any shipping costs from your refund, even if you return part of your order.

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Refund Processing:

Refunds are processed within five business days after we receive your returned items. Please allow an additional 5–10 business days for the refund to appear on your account.

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Delivery Refusals and Non-collections:

If you refuse delivery or fail to collect your order from the courier and it is returned to us, you will be responsible for any return shipping fees. These charges will be deducted from your refund.

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Contact us:

For any matters related to returns and refunds, please contact us on helloherbalsnz@gmail.com. Thank you for choosing to shop with Hello Herbals and support NZ businesses.