- We accept online orders through the following modes of payment: Visa & MasterCard Debit & Credit cards from select banks in India.
- Please note that for Visa and MasterCard transactions, you will need to provide your 16-digit credit card number, card expiry date, and a 3-digit CVV number (on the back of the card) when making an online payment using your Credit Card.
- To complete the transaction, your Credit Card should be enrolled with VBV (Verified by Visa) or MSC (MasterCard Secure Code). For American Express Cards, you will be required to provide your 15-digit card number and a 4-digit code.
- The Credit Card transaction will appear on your bank statement as a payment to Maddock Sales Corporation.
- In case the amount has been deducted from your account but you haven’t received a confirmation from us, kindly reach out to our customer care team. Provide the following information: a) Transaction Reference Number, b) Amount debited with registered Email ID, c) Date & Time of Transaction.
- Shipping and handling charges are clearly mentioned at the time of checkout to inform consumers before making payments.
- Once your order is confirmed and dispatched, you will receive an email containing the tracking number and the courier company details. We aim to dispatch most orders within 1-3 business days.
- Estimated delivery time may slightly vary from state to state. Working days exclude Saturdays, Sundays, and Holidays. Delays in product delivery may occur due to logistics issues.
- During Sale events, dispatches may be delayed due to increased volumes. However, we will endeavor to dispatch all orders within a maximum of 8 days from the order date.
- Split shipments are a normal occurrence, as different parts of your order may be shipped from our different warehouse locations across India. Rest assured, you will only have to pay the shipping/COD charge, if applicable, on the first package you receive.
- Due to COVID-19 related constraints on logistics, there might be delays in product dispatches and deliveries. In such instances, we regretfully cannot commit to specific dispatch or delivery timelines and request your understanding.
- Cash on Delivery (COD) option is not available.
- We take extensive precautions to ensure the safety of products and their packaging during dispatch. Our products are securely packed in boxes, with each item individually wrapped in bubble wrap. Fragile items like bottles are additionally secured with bubble wrap.
- In case the shipment is tampered with or damaged, please refrain from accepting it.
- Orders placed on the second half of Saturday or Sunday will be dispatched within 48-72 hours.
- If you receive a delivery update but have not received the order, please contact our customer service team via call or email within 24 hours of the delivery intimation. We will investigate the issue with our courier partners, which may take 48-72 hours.
- For all claims regarding shortages or damages, please report to customer service within 24 hours of order delivery. Our team will review your request, and if the shipment is tampered with or damaged, please do not accept it.
- In case our reverse pick-up service is not available at your location, you will need to self-ship the product using a reliable courier partner. We will reimburse the courier charges either in your account or as HerbtoniQ Pro Points.
- We are not responsible for damages occurring after product delivery. We do not take responsibility for any misplacement of products post-delivery.
- We reserve the right to pause deliveries to any part of the country at any time if warranted.
- Products with an expiration date below 3 months are eligible for a return. The complete amount of the product will be credited to the concerned person. No returns or refund requests will be accepted for products with an expiry date exceeding 3 months.
- Resellers are not eligible for Pro Points & Offers.
- Orders once dispatched are not eligible for cancellation.
- Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
- In the case of redeeming loyalty points for an order, the same will be credited back to your account in the event of a cancellation.
- In case of a return or cancellation, the refund shall be initiated post the return of the product to us and verification of the product and packing.
Return & Exchange Policy:
- HerbtoniQ products are non-returnable due to their hygiene/health and personal care/wellness/consumable nature.
- For a refund or replacement, please send us an email with Images of the Product, Invoice, Inner & Outer Packaging, and Batch Number to firstname.lastname@example.org, email@example.com, within 72 hours of the order delivery. We will require 48-72 hours to revert.
- Kindly take pictures of the damaged/tampered side of the product or package.
- Please allow us 10 to 15 days from the day you return your package for your request to be processed. We may contact you to ascertain the damage or defect in the product before issuing a refund/replacement.
- You will be eligible for a full refund or exchange without any additional charges in case of:a. Package missing accessories. b. Damaged or broken bottles/packs. c. Wrong product delivery. d. Expired product delivery.
- In case you received the wrong product, we request you to keep the product safe, saleable, and undamaged in its original packaging. Retain the invoice and original manufacturer’s packing for a successful pick-up and return.
- Returns will not be accepted if: a. The product is damaged. b. It is without an invoice. c. It has a tampered batch number and price. d. It is without its original packaging.
- Please do not use the item you have raised a complaint about.
- If you receive a pilfered delivery, pilferage claims must be made within 24 hours of the order delivery.
- Products once delivered will not be applicable for a refund if it falls under any of the scenarios stated below:a. Failure to provide adequate information about the case. b. Failure to provide snapshots of the Invoice, packet, and box (if any).
- Damages due to neglect, improper usage, or wrong application will not be covered under our Exchange/Returns Policy. Please note that orders for Festive Gift boxes are not applicable for exchange or refund. Exchange of products due to allergic reactions is not applicable.
Refund & Replacement Policy:
We may contact you to ascertain the damage or defect in the product prior to issuing a refund/replacement.
Refunds will be processed through bank transfers. No cash refunds will be made. The online refund will take at least 3 to 7 business days from refund initiation.
For NEFT, it would require us at least 3 to 5 business days post refund initiation to refund your amount. Prepaid orders will be credited to the account used for payment, and it may take 7-10 business days for the amount to reflect in your account.
NOTE TO CUSTOMERS:
Fair Usage Policy:
We strive for a smooth user experience but must be stringent with our policies to better serve customers. While most customers have genuine concerns, we’ve noticed some accounts abusing our return and exchange policies. These accounts typically return items, refuse shipments, or demand cashback for issues we’re not responsible for. To protect the rights of our regular customers, our customer care support team reserves the right to assess, judge, and take necessary action at their discretion.
Impairment & Damages:
We take utmost care and accountability while sending our products to you. If you receive partial, void, or damaged items directly through your order on our website, kindly contact customer service within 24 hours of order delivery. Follow these steps:
- Do not use the products.
- Take proper snapshots of the products.
- Keep the invoice copy with you.
If the order is placed through an online marketplace, please raise the issue with our customer service team. In such cases, HerbtoniQ is not responsible for damages caused.
Change of Packaging:
Packaging, bottles, and communications at HerbtoniQ may undergo constant innovation and changes without affecting the formulation and efficacy of the product. These changes aim to provide a seamless user experience and comply with government notifications. The presence and placement of symbols or stickers depicting product information may vary according to government rules and regulations. However, please rest assured that the product is authentic and untampered.
We hope this clarifies our Payment, Shipping, Delivery, Cancellation, Return & Exchange, and Refund & Replacement policies. If you have any further questions or concerns, please feel free to reach out to our customer care team.
The name and contact details of Our Grievance Officer are as follows:
In our new product packaging policy, we are slowly discarding outer boxes and packing material to be more eco-friendly. So, going forward you may start to receive products without their outer packaging made with paper. This reduced packaging will in no way hamper the authenticity or efficacy of the products. Reducing our carbon footprint takes us one step closer to a greener future. Thank you for joining our efforts toward environmental conservation.