Herbanza – Return, Exchange & Refund Policy

Last Updated: August 14, 2026

At Herbanza, we are committed to providing our customers with a safe, transparent, and reliable shopping experience. This Return, Exchange & Refund Policy explains the conditions and procedures applicable to orders placed through the Herbanza website within the Arab Republic of Egypt.

By placing an order through our website, you acknowledge and agree to the terms of this policy.

1. Return Policy

Customers may request the return of an eligible product within 7 days from the date of delivery.

To be eligible for a return:

• The product must be unused and unopened.

• The product must remain in its original condition.

• The original packaging, labels, seals, and any accompanying components should be intact.

• The product must not have been damaged as a result of misuse, improper storage, or handling by the customer.

Products That Cannot Be Returned

Due to hygiene, safety, and quality-control considerations, cosmetic, skincare, haircare, personal-care, and other similar products that have been opened or used are not eligible for return or exchange.

This restriction does not affect cases where the product is received damaged, defective, or different from the product ordered, subject to verification by Herbanza.

2. Exchange Policy

An exchange may be requested if:

• The customer receives a product different from the one ordered.

• The product arrives damaged or defective.

• There is a missing item from the order due to an error attributable to Herbanza.

For damaged, defective, or incorrect products, customers must contact Herbanza within 48 hours of receiving the order.

The customer may be required to provide:

• Order number.

• Product name.

• Description of the issue.

• Clear photographs of the product.

• Clear photographs of the external packaging and shipping package, where applicable.

Herbanza will review the submitted information and determine the appropriate resolution.

3. Return or Exchange Due to Customer Preference

If the customer requests a return or exchange for a reason unrelated to an error, damage, or defect attributable to Herbanza, the customer will be responsible for the applicable return and/or replacement shipping costs.

Any refund in such cases will be subject to the return conditions set out in this policy.

4. Returns or Exchanges Due to Herbanza's Error

If Herbanza confirms that the customer received:

• The wrong product;

• A damaged product;

• A defective product; or

• An incomplete order due to an error on our part,

Herbanza will arrange the appropriate replacement or return and will bear the applicable shipping costs.

5. Return Inspection

All returned products are subject to inspection upon receipt.

A refund or exchange will only be processed after confirming that the returned product meets the applicable conditions of this policy.

If the returned product does not meet the return requirements, Herbanza reserves the right to reject the return and may return the product to the customer.

6. Refund Policy

Once the returned product has been received and inspected and the return has been approved, Herbanza will process the refund within up to 7 business days.

Where applicable, the refund will be made using the same payment method used for the original transaction.

The actual time required for the refunded amount to appear in the customer's account may vary depending on the bank, payment provider, or financial institution involved.

7. Cash on Delivery Orders

For orders originally paid by Cash on Delivery, Herbanza may contact the customer to arrange the appropriate refund method following approval of the return.

The refund process will be communicated to the customer by our Customer Service team.

8. Order Cancellation

Customers may request cancellation of an order before it has been shipped.

Cancellation can be requested through the available account/order management options or by contacting Customer Service.

Once an order has been shipped, the cancellation request may be treated as a return request, subject to the terms and conditions of this policy.

9. Shipping Charges

• Return or exchange shipping costs resulting from a customer-requested return or exchange are the customer's responsibility.

• Shipping costs resulting from an error, incorrect product, confirmed damage, or confirmed defect attributable to Herbanza will be covered by Herbanza.

• Original delivery charges may be non-refundable where the return is requested for a reason unrelated to an error by Herbanza.

10. Product Packaging

Minor differences in the external design of product packaging or cartons may occur due to updated packaging designs introduced by the manufacturer.

Such differences do not, by themselves, constitute grounds for return or exchange, provided that the product itself and its contents correspond to the product ordered.

11. Store Credit / Wallet Balance

In certain approved cases, Herbanza may provide the customer with a store credit or wallet balance instead of a cash refund, subject to the circumstances of the case and applicable promotional terms.

Store credit may be used toward future purchases through the Herbanza website.

Where compensation is provided due to a confirmed damaged product, the amount of compensation will be determined following review of the case by Herbanza Customer Service.

12. How to Contact Us

For return, exchange, refund, or cancellation requests, please contact Herbanza Customer Service:

Email: support@herbanza.co
WhatsApp: +20 100 431 8618

When contacting us, please provide your order number and the relevant details of your request.

13. Applicable Terms

This Return, Exchange & Refund Policy forms part of the general Terms & Conditions governing the use of the Herbanza website and the purchase of products through it.

These policies are governed by the laws of the Arab Republic of Egypt, and disputes arising from their application are subject to the jurisdiction of the competent courts of the Arab Republic of Egypt, as provided in the Herbanza Terms & Conditions.

Herbanza reserves the right to update or amend this policy when necessary. Any updated version will become effective once published on the Herbanza website.

Herbanza Customer Care

Email: support@herbanza.co
WhatsApp: +20 100 431 8618

Herbanza – Your Beauty, Our Commitment.