Returns, Refunds, Partial Orders & Delivery Policy
This policy applies to purchases made from Herbsnbeans through our website. This policy does not affect your statutory rights.
Returns & Refunds Policy
If you are not 100% satisfied with your purchase, you may be able to return eligible non-perishable items in accordance with this policy and your statutory rights.
For eligible items bought online, you have 14 days from the day after you receive your order to tell us that you wish to cancel. You then have a further 14 days to return the goods to us.
To request a return or cancellation, please contact us at: contact@herbsnbeans.co.uk or send us a message through one of our social media channels.
Returned products must be unused, in a re-saleable condition, in the same condition that you received them, and in their original packaging, unless the item is faulty, damaged, incorrect, or not as described.
If a product is sealed, please do not remove the seal unless you are sure you wish to keep the item. If a sealed product has been opened and is no longer suitable for return for health protection, hygiene, or food safety reasons, we may be unable to accept the return unless the item is faulty, damaged, incorrect, or not as described.
When we receive the returned item, we will inspect it and process any approved refund within 14 days of receiving the returned goods, or within 14 days of receiving valid proof that the goods have been returned, where applicable.
Where an eligible order is cancelled and returned in accordance with your statutory rights, we will refund the price paid for the returned goods and the standard outbound delivery cost where applicable. If you selected a more expensive delivery option than our standard delivery service, we are only required to refund the cost of our standard delivery option.
Unless the item is faulty, damaged, incorrect, not as described, or unless we have agreed otherwise, customers are responsible for the cost of returning eligible change-of-mind returns. This does not apply where the return is required because of an error by us or because we supplied fewer goods than ordered and you reject the partial delivery.
Some food products may be excluded from the change-of-mind cancellation right where they are perishable, have a short shelf life, or are sealed goods that are not suitable for return once opened for health protection, hygiene, or food safety reasons. This does not affect your rights if goods are faulty, damaged, incorrect, or not as described.
If there are any perishable items in your delivery that you are not happy with, please contact us promptly. Unless there is something wrong with the item, we may be unable to offer a refund for perishable items where you simply change your mind after the item has been dispatched.
If you discover that there is something wrong with any product in your order, such as damage, a fault, an incorrect item, or an item not being as described, please email us at contact@herbsnbeans.co.uk or send us a message through one of our social media channels. Please include your order number, a short description of the issue, and photographs where relevant.
Where an item is confirmed to be faulty, damaged, incorrect, or not as described, we will provide an appropriate remedy in accordance with your statutory rights. This may include a refund, replacement, repair, or another suitable resolution depending on the circumstances.
Non-Returnable Items
Unless faulty, damaged, incorrect, not as described, or otherwise required by law, we may be unable to accept returns for:
If you are unsure whether an item can be returned, please contact us before opening or using it.
Stock Availability, Partial Orders and Out-of-Stock Items
All orders are subject to stock availability.
Occasionally, one or more items may become unavailable after an order has been placed. This may happen due to stock discrepancies, damaged stock, supplier issues, high demand, system errors, or other availability issues.
If one or more items in your order are unavailable, we may contact you before dispatch where reasonably practical to offer one or more of the following options:
Where it is not reasonably practical to contact you before dispatch, or where dispatch is already being processed, we may dispatch the available items and refund the unavailable items to your original payment method. If this happens, we will make this clear to you as soon as reasonably possible.
If available items are dispatched and unavailable items are refunded, you will only be charged for the goods supplied. Any unavailable items will be refunded to your original payment method.
If you do not wish to accept a partial order, please contact us promptly after we notify you of the stock issue or partial dispatch. If the parcel has already been dispatched, we may not be able to stop delivery, but we will assist with the return process.
Refunds for out-of-stock items will be processed separately from any refund due for returned dispatched items.
Refusing or Returning a Partial Order
If we dispatch a partial order and you do not wish to accept it, you should refuse delivery where possible so the parcel can be returned to us.
If the parcel is accepted or delivered and you intend to reject the partial order, please do not open, use, damage, dispose of, or interfere with the goods. Please contact us promptly for return instructions.
Where you reject a partial delivery because we supplied fewer goods than ordered, we will provide an appropriate return method, return instructions, or prepaid return label at no cost to you.
Any refund for dispatched goods that are rejected as part of a partial order will be issued once the goods have been received back by us and checked, or once valid proof of return has been provided, where applicable.
Goods must be returned in the condition received. We may make a reasonable deduction from the refund where goods have been used, damaged, opened where not permitted, or handled beyond what is necessary, unless the item is faulty, damaged, incorrect, or not as described.
If you accept and keep a partial order, you will be charged only for the goods supplied, and any unavailable items will be refunded.
Exchanges
We do not offer exchanges.
If an eligible item is returned and refunded, you are welcome to place a new order for any replacement item, subject to stock availability.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you whether your refund has been approved or if we need further information.
If your refund is approved, the refund will be processed to your original method of payment.
Refund processing times may vary depending on your bank, card provider, PayPal, Shop Pay, Stripe, or other payment provider.
Where a refund is due under your statutory rights, we will not delay the refund beyond the legal refund period. However, your payment provider may take additional time to make the funds available in your account after we have processed the refund.
Late or Missing Refunds
If you have not received a refund yet, please first check your bank account or payment account.
You may also need to contact your card provider, bank, PayPal, Shop Pay, Stripe, or other payment provider, as it can take time before a refund is officially posted.
If you have done this and still have not received your refund, please contact us at contact@herbsnbeans.co.uk.
Chargebacks and Payment Disputes
All payments made through Herbsnbeans are processed securely via third-party payment providers such as Shop Pay, Stripe, PayPal, or other payment processors.
Herbsnbeans does not store or control customer card information and cannot determine which card or account a customer’s payment is charged to.
If a customer initiates a chargeback or payment dispute, Herbsnbeans may provide evidence of the transaction, order details, fulfilment, delivery, refunds, returns, and correspondence to the relevant payment provider or bank.
If you have a problem with an order, we encourage you to contact us first at contact@herbsnbeans.co.uk so that we can try to resolve the issue promptly.
We reserve our legal rights where a payment dispute or chargeback is raised fraudulently, dishonestly, or improperly.
It is the customer’s responsibility to ensure that the correct payment method and card details are used at checkout. Where a transaction has been completed using the payment details provided at checkout, Herbsnbeans may provide evidence of the transaction to the relevant payment provider if a payment dispute is raised.
Delivery & Responsibility Policy
We use courier and postal services to deliver orders.
Orders may occasionally be dispatched as a partial order where one or more items are unavailable. In such cases, the available items may be sent and the unavailable items refunded to the original payment method, as explained in the partial orders section above.
Customers are responsible for providing a complete, accurate, and accessible delivery address at the time of placing the order. This includes any flat number, business name, access code, delivery note, or other information reasonably required for delivery.
Where we arrange delivery, we remain responsible for the goods until they are delivered to you, delivered to someone nominated by you, or delivered to a safe place specifically nominated by you.
If you choose a safe place directly with the courier, you are responsible for ensuring that the location is secure, suitable, and accessible.
Customer Responsibility for Delivery Instructions
Customers are responsible for ensuring that appropriate delivery instructions are provided where:
Delivery instructions can be provided:
If no delivery instructions are provided, we will proceed with delivery using the courier’s standard delivery service. If the courier leaves a parcel unattended without a safe place being nominated by you, we will review any delivery issue in accordance with your statutory rights and the courier’s evidence.
Completion of Delivery
Delivery is normally completed when the goods are delivered to you, to someone nominated by you, or to a safe place specifically nominated by you.
If tracking shows that a parcel has been delivered but you have not received it, please contact us promptly. We will review the delivery confirmation and, where appropriate, raise an investigation with the courier.
We may ask you for reasonable information to help us investigate, such as confirmation of the delivery address, whether anyone else at the property accepted the parcel, whether a safe place was nominated, and any relevant photographs or courier delivery images.
Where the courier confirms that the parcel was misdelivered, not delivered, or not delivered in accordance with agreed delivery instructions, we will provide an appropriate remedy in accordance with your statutory rights.
Loss After Delivery
Where delivery has been completed correctly to you, to someone nominated by you, or to a safe place specifically nominated by you, we may be unable to offer a refund or replacement for loss, theft, or damage occurring after delivery.
Where no safe place was nominated by you and a parcel is reported missing after being marked as delivered, we will review the courier evidence and investigate the matter before deciding the appropriate outcome.
Refunds or replacements may be considered where:
Contact Information
For returns, refunds, order issues, delivery queries, or partial order questions, please contact us at: contact@herbsnbeans.co.uk.
