Refund policy

This policy is provided by Rakaposhi Holistics Ltd (Company No: 11522598), trading as Herbal Sherpa. We want you to be completely satisfied with your purchase. If you're not happy for any reason, you may return or exchange eligible items within 30 days of delivery.

Return Policy

  • Eligibility Window: Returns are accepted within 30 days from the date you received your order.

  • Item Condition: Products must be unused, unopened, and in their original packaging.

  • Non-Returnable Items: We do not accept returns for used or opened items, or free gifts included in your order.

  • Return Shipping Costs: Return shipping is free. We will provide a prepaid return shipping label.

How to Initiate a Return

  1. Contact us at herbalsherpauk@gmail.com with the subject line: "Return + Order Number".

  2. State the reason for return.

  3. Our support team will reply within 24 hours to arrange a return and provide the prepaid shipping label.

  4. Carefully pack your item and attach the label.

  5. Once the returned product is received and inspected at our UK warehouse, we will issue a refund.

Refunds

  • Refund Method: Refunds are issued to your original payment method.

  • Processing Time: Refunds are typically processed within 10 business days after we receive the returned item.

Exchanges

  • Exchange Window: Within 30 days of delivery.

  • Cost Coverage: We cover all shipping and restocking fees for exchanges.

  • Process:

    1. Email us at herbalsherpauk@gmail.com with the subject: "Exchange + Order Number".

    2. Include your reason and preferred replacement item.

    3. We’ll arrange pickup and send you a prepaid return label.

    4. Once we receive the original product, we’ll ship the replacement at no extra cost.

Damaged or Defective Items

If your product arrives damaged:

  • At Delivery: Refuse the package if possible and contact us immediately.

  • After Delivery: Email herbalsherpauk@gmail.com within 24 hours with:

    • Photos of the damaged item and packaging

    • Your order number

    • A brief description of the issue

We’ll arrange a replacement or refund, and cover all related shipping costs.

Contact Information

  • Email: herbalsherpauk@gmail.com

  • Phone/WhatsApp: +44 20 8004 5044

  • Address: Houldsworth St, Reddish, Stockport SK5 6DA, United Kingdom

  • Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT)

Legal Notes

  • This return policy does not affect your statutory rights.

  • For cancellations within 14 days, please refer to our Order Cancellation Policy.

  • Shipping and processing times may be affected by holidays or carrier delays.