Exchange, Return & Warranty Policy
We only replace items if they are defective or damaged upon arrival. Please dry run your device a couple of times before using it with any materials that will leave a residue. If you need to exchange it for the same item, send us an email at shop@TheHerbCafe.com to initiate the process, then send your complete order to:
The Herb Cafe
PO BOX 99900 VM 214 377
RPO LESLIE NYMARK
Toronto Ontario M2J 0C6
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you an exchange. To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Due to the nature of the product, after it's been used, we can not exchange or return it.
We will accept returns on orders that are still in it's full, original packaging (sealed). The majority of the items in the inventory are medical health devices administered orally and for hygienic reasons, once they are used they cannot be returned or exchanged. Everything you buy is brand new and never used.
We can not accept:
- Any item not in its original condition, is physically damaged, or missing parts for reasons not due to a packaging error
- Any item that is returned more than 30 days after delivery
- Any item that has been used
- Any item that has been removed from the factory packaging (unless defective)
The purchasing party is responsible for all shipping costs on cancelled or returned orders. If free shipping was chosen on a returned order, the shipping cost will be deducted from the refund.
We hold the health and wellbeing of our customers in the highest priority. If any shop is accepting returns on open or used items, it means they are selling those items back to the public. For obvious health and hygienic violations, we will not participate in the spread of unwanted germs and viruses. Every package shipped from our store will be a brand new, unused product. We do not inspect or handle your product any more than we have to. This will maintain the standard of cleanliness as it was when packaged from the original factory. The Herb Cafe will cover the cost of shipping and return shipping for any item that arrives defective or unusable. The purchaser is responsible for shipping charges for change of heart returns.
We are an authorized dealer for every item in the catalog, so purchasing from us get you the full coverage of the manufacturer's warranty coverage. We are able to warranty your item in store if the manufacturer has authorized a local exchange. It is up to the registered user of the device to find out from the manufacturer if The Herb Cafe can replace the unit or whether it must be returned to the manufacturer for inspection. We, at The Herb Cafe, are not at liberty to make this decision as we are the distributor.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at shop@TheHerbCafe.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Wrong Address Return to Sender:
If the wrong address is entered by the purchaser and returned to us, there will be a return shipping fee. It is normally the same cost as it was to send it out, but can be more, especially with Priority and XpressPost shipping. The Return fee can be up to $100 CAD, or more, depending on the weight, value, and distance traveled for an order. There will also be the initial shipping cost to send it again to the correct address. The Herb Cafe is not responsible for an incorrectly entered address. This also applies to orders not accepted or refused at the door. A return shipping fee will be charged to us and credited from your order automatically and the balance from the order will be refunded to the original payment method used. The Herb Cafe is not involved in the checkout process, and any error occurring from this process is caused by the customer entering the information. We will not be financially responsible for any transaction that has to be shipped back due to the recipient's error.
During periods of high volumes like 4/20, October 17, BlackFriday/CyberMonday, or Christmas/BoxingDay there may be delays with the couriers. They will have work loads over 10x their normal levels. Also, please refer to the Canada Post schedule for an accurate understanding of the available days for orders to be in transit.
If you are using a community mailbox and do not inform us of this and your parcel is stolen from the box, we are not responsible for the lost order. We lose 3-4 orders every years from stolen community boxes. It is up to the recipient to inform us of this so we can request the item be picked up from the Post Office instead of left behind where anyone in your shared property can have access to it.
High Value Orders (over $200):
These orders will require signature confirmation so the order is not left at the doorstep or mailbox unattended. If the courier is unable to acquire signature at the door, it may be taken to the nearest post office where the signature can be captured after the order is verified. We cannot circumvent our security if the order is paid by credit card. If you would like to have a high value order left at the door step, please use Interac eTransfer and leave a note at checkout and we can accommodate. Please note that this will void any insurance on the delivery.
Returns or Exchanges from customers in the US:
Any return or exchange must be sent by USPS. If you use any other carrier (FedEx, UPS, DHL) the order will be declined and retuned to the sender at their cost. These couriers automatically apply a large customs and brokerage fee that we will not cover. Also, they will not deliver to our return PO Box. We will not accept import charges for any returns or exchanges. This applies to any order outside of Canada. Canadian customers can return using any courier they choose.