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At Herbal Exotics, we stand behind the quality, purity, and formulation of our herbal incense and botanical products. We want you to feel completely confident when placing an order with us. If an issue arises with your purchase, our flexible refund and return policy ensures a straightforward and transparent resolution process.
Due to the sensitive, health-adjacent nature of botanical extracts, herbal incense, and consumable blends, strict health and safety standards apply to all returns
You may request a return or replacement within 14 days of receiving your package (verified via carrier tracking delivery confirmation).
Returned items must remain completely unopened, unused, in their original sealed packaging, and with all protective seals intact.
If you receive an incorrect product or an item damaged during transit, you are eligible for an immediate replacement or full refund without restocking fees.
To maintain safety and quality control across our supply chain, certain items cannot be accepted for return once delivered:
Opened or partially used herbal incense, sprays, sheets, or botanical oils.
Products with broken safety seals or tampered outer packaging.
Custom-formulated or bulk wholesale orders (unless damaged or defective upon delivery).
If you need to return an item or request a refund, please follow these steps:
Submit a Request: Contact our support team via our Contact Us Page or email within 14 days of delivery. Include your Order ID, tracking number, and a brief description of the issue.
Provide Verification (If Applicable): For damaged, leaking, or incorrect items, attach clear photos showing the outer shipping box and the damaged product.
Receive Return Authorization: Once reviewed, our support team will issue a Return Merchandise Authorization (RMA) number along with instructions and the return shipping address.
Ship the Item Back: Pack the unopened item securely in a protective box/mailer and ship it to the provided address using a trackable shipping method.
Once your return is received and inspected at our fulfillment center, we will notify you of the approval status:
Approved Refunds: Refunds are processed immediately upon inspection and credited directly back to your original payment method (Zelle, PayPal, CashApp, Chime, or Apple Pay).
App & Wallet Processing Time: Refunds sent to your PayPal, CashApp, Chime, or Apple Pay account are typically available within 24 to 48 hours of approval.
Zelle Refunds: Refunds processed via Zelle are issued directly to your linked phone number or email within 1 to 2 business days of approval.
Standard Returns: Customers are responsible for paying return shipping fees for change-of-mind returns or orders placed by mistake.
Defective or Wrong Item Sent: If the return is due to an error on our part (damaged item, missing product, or wrong item sent), Herbal Exotics will cover all return shipping costs or dispatch a replacement immediately free of charge.
Orders can be canceled for a 100% full refund before they are dispatched. Because we process and dispatch orders rapidly (often same-day), please contact us immediately if you need to cancel an order. Once a shipping tracking number has been generated, the order cannot be canceled and must follow the standard return process.
