Our Policies & Guidelines

Learn about our commitment to your privacy, shipping policies, and how to use our herbal products safely and effectively.

Privacy Policy

Last Updated: November 26, 2025

This Privacy Policy outlines how HerbalNuva Alchemy ("we," "our," "us") collects, uses, stores, protects, and discloses your personal information when you access our website, purchase our products, or interact with our services. By engaging with our Services, you consent to the practices described in this Policy.

1. Information We Collect

We collect information to provide our Services effectively, operate our website, fulfill orders, and maintain security. The information collected includes:

Personal Information You Provide

  • Full name
  • Phone number
  • Email address
  • Delivery address or region
  • Payment details (handled by external gateways; we do NOT store card numbers)
  • Order information
  • Communication or inquiry messages

Automatically Collected Information

Through cookies and analytics tools, we collect:

This helps improve functionality, security, and experience.

Optional Information

Sensitive Information

We do not knowingly collect or request medical records, diagnoses, disability information, or other sensitive personal data.

Any health-related information you share voluntarily is stored only for communication, not for diagnosis or treatment, and can be deleted upon request.

2. How We Use Your Information

Your information is used for:

We do not sell, rent, trade, or allow third-party commercial access to your personal data.

3. Legal Basis for Data Use

We process your information under the following principles:

4. Cookies and Tracking

We use cookies for:

You may disable cookies, but some features may not function properly.

5. Data Retention

We retain personal data only for as long as necessary:

You may request deletion at any time unless retention is legally required.

6. Your Rights

You may request:

Requests can be emailed to: info@herbalnuva.com

7. Changes to This Policy

We may update this policy to reflect changes in laws or operations. Continued use means acceptance of updates.

Refund & Returns Policy

Last Updated: November 26, 2025

This policy describes how HerbalNuva Alchemy handles returns, refunds, replacements, and order issues. We are committed to fairness, transparency, and excellent customer service while maintaining health and safety standards.

1. No Returns on Herbal Products

For hygiene and safety reasons, we do not accept returns of:

  • Herbs (fresh or dried)
  • Powders
  • Capsules
  • Roots, barks, and seeds
  • Teas and blends
  • Balms, oils, or natural extracts

Once a product leaves our premises, it cannot be resold or restocked due to contamination risk.

2. Refund Eligibility

A refund may be issued only in the following situations:

2.1. Wrong Item Delivered

If we send the wrong product, notify us within 48 hours with:

We will replace or refund the item.

2.2. Damaged or Compromised Items

If an item arrives damaged due to transit, report it within:

We may offer:

2.3. Product Out of Stock

If you pay for an item that becomes unavailable, we will:

3. Non-Refundable Situations

You are not eligible for a refund when:

We do not refund based on personal expectations, taste, texture, or potency preference.

4. Processing Time

Once a refund is approved:

5. Contact

Submit refund or replacement requests at: returns@herbalnuva.com

Please include clear photos for faster processing.

Shipping & Delivery Policy

Last Updated: November 26, 2025

This policy outlines how HerbalNuva Alchemy processes, ships, and delivers orders across Kenya and East Africa.

1. Delivery Coverage

We deliver to:

2. Order Processing Time

Orders are processed Monday-Saturday at the following speed:

Processing time does not include transit time.

3. Delivery Methods

3.1. Local Deliveries (Nairobi & Surrounding Areas)

3.2. Upcountry Deliveries

Delivered via:

Transit time: 1-2 days (typical)

3.3. East Africa Shipping

4. Delivery Fees

Delivery fees depend on:

Fees are displayed before checkout or communicated during ordering.

5. Customer Responsibilities

You are responsible for:

Failure to collect or be reachable may result in extra charges or loss of package.

6. Lost, Delayed, or Stolen Packages

Once a package is handed over to a courier or rider, liability shifts to the courier. We assist in tracking but cannot be held responsible for:

7. International Deliveries

Cross-border shipments may involve:

The customer is responsible for customs fees.

8. Delivery Time Frames

Typical timelines:

These are estimates, not guarantees.

9. Contact

For delivery-related inquiries: delivery@herbalnuva.com

Herbal Safety Guidelines

Last Updated: November 26, 2025

These guidelines help you use HerbalNuva Alchemy products safely and responsibly. Herbs are powerful natural substances with centuries of traditional use, and they must be handled with care.

1. General Safety

  • Start with small amounts, especially if trying a herb for the first time.
  • Monitor your body's reaction.
  • Avoid combining multiple herbs unless experienced or advised by a herbal professional.
  • Follow recommended traditional uses.
  • Store herbs away from heat, moisture, and contamination.

2. Pregnant or Breastfeeding Individuals

Many herbs are not appropriate for pregnancy or lactation. If you are:

Consult a qualified healthcare provider before using any herb.

3. Medical Conditions

If you have:

Seek medical guidance before using herbal products.

4. Drug-Herb Interactions

Herbs may interact with:

To avoid negative interactions:

5. Allergies & Sensitivities

Some herbs may cause:

Stop use immediately if discomfort occurs.

6. Dosage

Traditional herbal dosage is not standardized. Start small and increase gradually if comfortable. Avoid high doses or frequent use unless guided by experience or professional support.

7. Children & Minors

Herbal products are not recommended for individuals under 18 years unless guided by a qualified expert. Keep all herbs out of children's reach.

8. Alcohol-based Extracts

Do not use alcohol-based tinctures if you:

9. Safe Preparation

10. Expired or Spoiled Herbs

Do not consume herbs that appear:

Dispose of them safely.

11. Responsibility

Herbal use requires personal responsibility and awareness. By using our products, you agree to:

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