Customer Satisfaction Policy
We hope that you're happy with your purchase from Ouroboros Herbals. We are committed to both your satisfaction and to our products. If you received your order and for any reason you are not satisfied, your item arrived damaged, or any other reason, please contact us.
Your 100% Money-Back Guarantee* - an Overview if for ANY reason you are not happy with your purchase, you may contact us to initiate a return within 7 business days of your receipt of the shipment, for a full refund of their purchase price (less shipping). Merchandise must be in their original unopened packaging.
Send the items you wish to return to Ouroboros Herbals following the instructions you would have received from us. Wrap items securely in the same or similar packaging in which you received them. Please print the pre-paid postage we will provide you with and attach it safely to the package before returning. The item is your responsibility until it reaches us.
Damaged or Wrong Items
We recommend that you inspect your entire order upon delivery. Damages, defects, missing items or any errors not reported within 7 business days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered to you free of charge. You will be asked to return the damaged or wrong item in its original packaging if possible. Your statutory rights are not affected.
To cancel your order, please, inform us by email to: firstname.lastname@example.org or via our Contact Us form, quoting your full name and order number. You can cancel your order online at any point up to the completion of the secure payment section at the checkout. Beyond this point, we can NOT guarantee we will be able to stop your order being dispatched even if you email immediately after placing your order. If your order has already been processed when we receive your Notice of Cancellation, you will need to return your order following our Ouroboros Herbals Returns process. Your statutory rights are not affected.
*Your Detailed Return Policy
- Please avoid exposing your purchase to strong smells, e.g. cigarette smoke, cooking odors, perfume, etc. until you are certain you will not require a return. Items that have been exposed to these odors are not resalable and will not be accepted for return.
- All returned goods will be examined upon receipt. For reasons of hygiene we are unable to offer refunds or replacements on any opened or used goods.
- Your returns must be in their original, unopened packaging.
- We are unable to offer refunds for custom or bulk orders.
- No refunds will be issued for goods that have been previously replaced under this policy.
- No refunds will be issued for the same item that have been purchased on multiple occasions.
- Your return will be sent back to you at your expense if the merchandise does not meet our requirements for a return.
- Your shipping charges are not eligible for a refund. Actual shipping charges will be deducted from your refund if your original order had a free shipping promo. If you are returning a portion of your original order that had a free shipping promo, a portion of the shipping charges will be deducted.
- You are responsible for return shipping fees.
- We will process your return within 10 business days and notify you once we have done so.
- This guarantee is only available to US residents.
Ouroboros Herbals reserves the right to monitor customer cancellations or returns, and charge administration fees, payment processing fees and refuse returns if a customer is repeatedly found to be buying and returning goods. Each return is assessed on an individual basis taking the customer history into consideration.
WITHOUT EXCEPTION WE WILL NOT ACCEPT RETURNS ON OPENED OR USED ITEMS.
NOTE: Due to bank processing times, it may take up to two billing cycles for your return to appear on your statement.