Orders & Returns

Orders & Returns Policy

Last Updated: November 26, 2025

This Orders & Returns Policy explains how we handle orders, cancellations, deliveries, returns, and refunds. By placing an order with HerbalNuva Alchemy ("we," "us," "our"), you agree to the terms below.

1. Ordering Process

1.1 Placing an Order

You may place orders through:

• Our website
• WhatsApp
• Social media inbox
• Direct phone call
• Approved resellers

Once your order is confirmed and payment is received, we begin processing immediately.

1.2 Order Confirmation

You will receive confirmation with:

• Items ordered
• Total amount
• Delivery timeline
• Tracking information (if applicable)

2. Payment Terms

2.1 Accepted Payment Methods

• M-Pesa
• Bank transfer
• Debit/credit card (where available)

We do not guarantee Cash On Delivery unless explicitly offered in your location.

2.2 Payment Timing

Payments must be completed before shipment.

Unpaid orders are automatically cancelled after 12 hours unless agreed otherwise.

3. Shipping & Delivery

3.1 Delivery Areas

We deliver across:

• All counties in Kenya

3.2 Delivery Times

• Nairobi and its environs: same day or next day
• Other counties: 1-3 days
• East Africa: 3-7 days

Delays may occur due to courier constraints, weather, or weekends.

3.3 Delivery Responsibility

Once handed over to the courier, risk shifts to the customer. We assist with tracking, but courier delays are beyond our control.

4. Cancellation Policy

4.1 Before Shipping

You may cancel an order before we dispatch it.

4.2 After Shipping

Once shipped, cancellation is not possible.

5. Return Policy

Because we sell natural herbal botanicals meant for personal consumption, we follow strict safety rules.

5.1 Non-Returnable Items

For hygiene, safety, and contamination reasons, we DO NOT accept returns of:

• Opened products
• Unsealed bags
• Used herbs
• Custom blends
• Powders, teas, capsules, roots, barks
• Items showing damage due to improper storage

5.2 Returnable Items

We accept returns ONLY if:

• The wrong item was sent
• The item arrived damaged
• The item was lost and later delivered in unacceptable condition
• There was a clear packaging error

In these cases, contact us within 48 hours of receiving your parcel.

Return requests after 48 hours cannot be processed.

6. Refund Policy

6.1 When Refunds Apply

Refunds are available ONLY when:

• An item is out of stock after payment
• The wrong item was sent and returned unopened
• The product arrived damaged and verified
• The order was cancelled before shipping

6.2 Refund Method

Refunds are processed via:

• M-Pesa
• Bank transfer

Allow 1-7 business days depending on payment channel and verification.

6.3 Non-Refundable Situations

No refunds are issued if:

• You changed your mind
• You expected a medical effect
• You disliked taste, texture, or aroma
• The product did not "work" for your expectations
• You provided the wrong delivery address
• Courier delays occurred
• You refused/ignored the parcel

6.4 Partial Refunds

If only part of an order qualifies for refund, we will issue refund only for that specific item.

7. Replacement Policy

If a product qualifies under our return conditions, you may request replacement instead of a refund. Replacements ship after:

• We receive the returned item (if applicable)
• We verify the issue
• Stock availability is confirmed

8. Missing or Wrong Items

If your package arrives incomplete:

• Report within 48 hours
• Provide photos of the package + items
• We will verify and replace or refund the missing item

Reports after 48 hours cannot be validated.

9. Damaged Items

9.1 Damage Due to Shipping

If a product arrives damaged:

• Take clear photos immediately
• Contact us within 48 hours

Once validated, we will send a replacement or issue a refund.

9.2 Damage After Delivery

We are not responsible for products damaged due to:

• Improper storage
• Exposure to heat or moisture
• Contamination after opening
• Misuse or repackaging

10. Lost Packages

10.1 Courier Lost the Parcel

If the courier confirms a parcel is lost:

• We either resend the order
• Or refund the full amount

10.2 Customer Gave Wrong Address

If the address was incorrect, incomplete, or unreachable:

• The customer bears the responsibility
• No refund or replacement applies

11. Quality Variations

Natural herbs vary in:

• Color
• Aroma
• Appearance
• Particle size
• Potency

These natural variations are normal and not grounds for return or refund.