Returns & Refunds
You can return any product purchased from HerbaSilvan within 14 days of receipt, for any reason. On this page you will find the conditions, required actions, applicable fees, and the refund timeframe.
14-day refund guarantee
The return window is 14 days from the moment you receive the package. This applies whether the product arrived damaged, has defects, does not match your selection, or you simply changed your mind.
Return conditions
- Damaged or defective product: replacement or full refund, including original shipping costs; please attach photo proof with your request.
- Incorrect item sent: we deliver the requested item and pick up the incorrect package at our expense.
- What happens if you change your mind: just like fresh food, tea must remain untouched in its original sealed pouch; return postage costs are your responsibility, and the initial shipping fee is non-refundable.
- Why we cannot accept opened herbs: for clear food safety reasons, an unsealed package cannot be offered to someone else, so it cannot be returned unless it has a defect.
How to return an order: practical steps
- Within 14 days of receipt, send a message to [email protected] or call +40 215 777 977, stating your order code, the reason for your decision, and photos if the packaging was damaged in transit.
- We will reply calmly within one business day with our address and your return identification code.
- Preparing the package: place the pouches in our box, include a note with your return number, and seal the parcel securely.
- Sending the parcel: take the package to the courier addressed as indicated, email us the tracking number, and keep the receipt until the transfer is complete.
Refunds and processing time
We carefully check the condition of the herbs within 3 business days of arrival and confirm everything by email. The refund follows the same path: if you paid cash on delivery, we transfer the money to your bank account, and if you originally paid by bank transfer, the amount returns to the same account. Bank processing usually takes between 1 and 5 business days.
Exchanges and cancellations
Looking for a different herbal infusion: follow the return procedure and place a new order, and we will refund the value of the first product as soon as it reaches us. If you wish to cancel an order before it is handed to the courier, it is handled at no charge: write to us at [email protected] with your order number.
Questions about this policy
You can write to us at [email protected] or call us at +40 215 777 977 during Mon-Fri 09:15 - 17:15, Sat 09:45 - 14:30. We provide answers within one business day.
- Merchant
- HerbaSilvan Botanice S.R.L.
- Registered address
- Strada Zizinului nr. 110, 500407 Brasov, Romania
- [email protected]
- Phone
- +40 215 777 977