Cancellation & Refund Policy
The Hill Herbs India believes in helping its customers as much as possible and therefore, has a liberal Cancellation Policy. Under this policy, cancellations will be considered only if the shipment has not been dispatched for the order placed with us via our website i.e., www.hillherbs.in (“Website”). Once the shipment has been dispatched, it cannot be cancelled. If we suspect any fraudulent transaction or a transaction that defies the terms and conditions of using the Website, we at our sole discretion could cancel such orders with/ without providing any notification to you.
Cancellation before shipment
You can write to our customer support on thehillherbsindia@gmail.com or call us on +91 90278 31192 (Monday to Sunday, 10 am to 7 pm) to cancel your order.
In such cases, the order will be cancelled and the money will be refunded to you within 2 - 5 days, after the cancellation request is processed.
Please note that your order cannot be cancelled after 2 hours of order confirmation.
How will I get refunded for the cancelled orders and how long will this process take?
In case of cancellation before shipment, we process the refund within 2 – 5 business days after receiving your cancellation request.
For payments done through credit/ debit cards or net banking, the refund will be processed to the same account from which the payment was made within 2 – 5 business days from the date of us receiving the products back. It may take an additional 2-3 days for the amount to reflect in your account.
For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 2 - 5 business days from the date of us receiving the products back as well as on receiving your bank details on email. It will take an additional 2-3 days for the amount to reflect in your account.
In addition, we also provide the hassle-free option of refund through The Hill Herbs India coupons, which can be used by you for your future purchases.
What if I have used discount vouchers or redeemed my loyalty points at the time of making payment and now, I want to cancel the order?
Discount vouchers are meant for one-time use only and shall be treated as used even if you have cancelled the order. If you have redeemed loyalty points for making payment of an order, the same will be credited back to your account in the case of a cancellation of the said order.
How do I return an order purchased from The Hill Herbs India?
The Hill Herbs India offers its customers an easy return policy, wherein you can raise a return/ exchange request of a product within a period of 30 days of receipt of its delivery. In case you have received a defective product, we request you to raise a return/ exchange request of the said product within a period of 30 days from the date of receipt of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order. The steps to be followed for raising a return/ exchange request of a product are as follows:
Step 1: Contact our Customer Support team via email (thehillherbsindia@gmail.com) within a period of 30 days from the date of receiving the order.
Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product, clearly showing the batch number and the invoice for our reference
Step 3: We will pick up the products within a period 4 – 7 business days of receiving your request. Once we receive the products back, we will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Under what conditions will a return of a product not be accepted?
Returns of products will not be accepted under the following conditions:
When a product is returned without the original packaging including price tags, original outer packaging, freebies and other accessories or if the original packaging is damaged.
When the product’s serial number is tampered with.
When the product’s composition is altered
If a request is initiated after a period of 30 business days from the date of receiving the delivery.
When the product sought to be returned is a free product provided by The Hill Herbs India.
How should I proceed if I have received a damaged or wrong product in my order?
The Hill Herbs India takes care to procure, store and sell products of the best quality, in the best of conditions. We have partnered with leading logistic providers in India to ensure that the products that you have ordered reach you in the best of conditions. Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request for a replacement or return and refund.
If you have received an item damaged or have been sent a wrong product, you can follow a few simple steps to initiate your return/ refund within a period of 5 days from the date of receiving the delivery of your order.
The steps are as follows:
Step 1: Contact our Customer Support team via email (thehillherbsindia@gmail.com) within 5 days of receiving the delivery of your order.
Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email images or a video of the product and the invoice for our reference. In the images/ video shared on email, the product’s batch details should be clearly visible without which we would be unable to process your request. Please note that:
(a) If you claim the product is leaking or if the product is damaged during the delivery process, please send us images or a video recording the leakage/ damage caused, please provide us with clear images or video of the leakage/ damaged product along with clear images or video of the spillage (if any) on the inner and outer packaging.
(b) In case your claim is that the seal of the product has been tampered, then please provide us with images to show that the product’s seal has been tampered with.
(c) In case you received a wrong product, which was never ordered for, please provide us with clear images of the wrong product delivered along with the product’s batch details.
Step 3: We will pick up the products within 4 – 7 days of receiving your request. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Once all the details are received, it would take our Customer Services team 3 days to revert on your complaint/ query/ issue. In case an exchange is approved for your complaint, you shall be informed of the same with an authorization number and we will arrange a reverse pickup of the product. In the case of a product refund, once your request is approved, the refund will reflect in your account within 2 – 5 days and you will be sent an email confirming the same.
Please do note that if it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.