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Return / Refund / Shipping / Payment Policy

Payment Policy:

We are delighted to offer you a hassle-free payment experience when you shop with us. Please take note of our payment modes and procedures:

Accepted Modes of Payment:

  • Visa & MasterCard Debit & Credit cards from select banks in India.
  • PayPal for International payments outside India.

Important Information for Visa and MasterCard Transactions:

  • For Visa and MasterCard transactions, kindly provide your 16-digit credit card number, card expiry date, and a 3-digit CVV number (located on the back of the card) during the online payment process.
  • Ensure that your Credit Card is enrolled with VBV (Verified by Visa) or MSC (MasterCard Secure Code) to successfully complete the transaction.

American Express Cards:

  • If you are using an American Express Card, you will need to provide your 15-digit card number and a 4-digit code.

Transaction Details:

  • The Credit Card transaction will be reflected on your bank statement as a payment to Maddock Sales Corporation.

Unconfirmed Transactions:

  • If the amount has been deducted from your account, and you haven’t received a confirmation from us, please reach out to our customer care team promptly.
  • Provide the following information for quick assistance: a) Transaction Reference Number, b) Amount debited with registered Email ID, c) Date & Time of Transaction.

Your satisfaction is our priority, and we are here to assist you throughout the payment process. Feel free to contact our customer care team with any inquiries.

Shipping Policy:

We strive to provide a transparent and efficient shipping process for our valued customers, both domestic and international. Here are the key details of our Shipping Policy:

Shipping Charges: Shipping and handling charges are clearly outlined during the checkout process. This transparency ensures that consumers are informed about additional costs before making payments.

Order Confirmation and Tracking: Upon confirmation and dispatch of your order, you will promptly receive an email containing the tracking number and details of the courier company. Our goal is to dispatch most orders within 1-2 business days.

Estimated Delivery Time: The estimated delivery time may vary slightly based on your location. Please note that working days exclude Saturdays, Sundays, and Holidays. Logistics issues may occasionally cause delays in product delivery.

International Shipping: For our international customers, we offer estimated delivery times within 5-15 working days. Please be aware that shipping durations may vary based on customs procedures and local postal services.

Sale Events and Dispatch Delays: During sale events, dispatches may experience delays due to increased order volumes. Nevertheless, our commitment is to dispatch all orders within a maximum of 5 days from the order date.

Split Shipments: To efficiently fulfill orders, split shipments may occur. This means that different parts of your order may be shipped from various warehouse locations across India. Rest assured, you will only be charged the shipping/COD fee, if applicable, on the first package you receive.

We value your satisfaction and aim to provide a seamless shipping experience. If you have any further questions or concerns, please do not hesitate to reach out to our customer care team.

International Shipping Disclaimer:

For our valued international customers, we want to provide clear and transparent information regarding customs procedures and potential additional fees. Please take note of the following:

Customs Clearance: Once your package arrives in your home country, it may go through customs clearance. This process is handled by your local customs authorities and is subject to their regulations and procedures.

Customer Responsibility: In some cases, customs in your home country may require payment of additional fees or duties. Any such fees imposed by local customs authorities are the responsibility of the buyer. These fees are not within our control and are separate from the shipping charges paid during checkout.

Responsibility Limitation: Our responsibility extends to clearing the package from Indian customs only. Any further customs clearance required in your home country is the buyer’s responsibility. We recommend checking with your local customs office to understand their policies and any potential fees associated with the import of goods.

We are committed to providing accurate and timely information to ensure a smooth shipping experience. If you have any questions or concerns, please feel free to contact our customer care team. Your satisfaction is our priority.

Delivery Policy:

At HerbtoniQ, we prioritize the efficient delivery of your orders while ensuring the safety and quality of our products. Please review our delivery policy for a hassle-free experience:

Dispatch and Delivery Timelines: There may be occasional delays in product dispatches and deliveries due to logistical constraints. We regret any inconvenience and seek your understanding.

Payment Options: We accept online payments only, and the Cash on Delivery (COD) option is not available.

Packaging Precautions: We take extensive precautions to secure our products during dispatch. Each item is individually wrapped in bubble wrap, and fragile items like bottles receive additional protection.

Damaged Shipments: If your shipment appears tampered with or damaged, please refrain from accepting it. Report any damages to our customer service within 24 hours of order delivery.

Dispatch Schedule: Orders placed on the second half of Saturday or Sunday will be dispatched within 48-72 hours.

Delivery Tracking: If you receive a delivery update but haven’t received the order, contact our customer service within 24 hours for assistance.

Claims and Returns: Report shortages or damages to customer service within 24 hours of order delivery. Products with an expiration date below 3 months are eligible for return and full credit.

Self-Ship Option: If our reverse pick-up service is unavailable at your location, you can self-ship the product using a reliable courier partner. We will reimburse the courier charges as HerbtoniQ Pro Points or in your account.

Post-Delivery Responsibility: We are not responsible for damages occurring after product delivery or any misplacement post-delivery.

International Deliveries: For international deliveries, returns are only accepted for damaged or incorrect products. In such cases, we reimburse the full or partial payment, if applicable, and advise customers to decompose the goods.

Delivery Pauses: We reserve the right to pause deliveries to any part of the country at any time if warranted.

Reseller Policy: Resellers are not eligible for HerbtoniQ Pro Points & Offers.

For any queries or assistance, feel free to contact our customer service team. Your satisfaction is our priority.

Cancellation Policy:

At HerbtoniQ, we strive to provide a seamless shopping experience for our customers. Please review our cancellation policy for clarity:

  1. Order Cancellation:
    • Once an order is dispatched, it is not eligible for cancellation.
    • Discount vouchers are considered used even if the order is canceled.
  2. Loyalty Points Redemption:
    • If loyalty points are redeemed for an order, they will be credited back to your account in the event of a cancellation.
  3. Refund Process:
    • For returns or cancellations, the refund process begins post the return of the product to us.
    • The refund is initiated after verifying the returned product and its packaging.

For any questions or concerns, please contact our customer service team. We appreciate your understanding and cooperation.

Return & Exchange Policy:

At HerbtoniQ, we prioritize your satisfaction with our products. Please review our return and exchange policy for a smooth experience:

  1. Non-Returnable Items:
    • HerbtoniQ products, considering their hygiene/health and personal care/wellness/consumable nature, are non-returnable.
  2. Refund or Replacement Process:
    • For a refund or replacement, email us at support@herbtoniq.com, herbtoniq@gmail.com, within 72 hours of order delivery.
    • Include images of the product, invoice, inner & outer packaging, and batch number in your email.
    • Allow 48-72 hours for our response.
  3. Eligibility for Refund or Exchange:
    • You are eligible for a full refund or exchange without additional charges in case of:
      • Missing accessories.
      • Damaged or broken bottles/packs.
      • Wrong product delivery.
      • Expired product delivery.
  4. Returning Wrong Product:
    • If you received the wrong product, keep it safe, saleable, and undamaged in its original packaging.
    • Retain the invoice and original manufacturer’s packing for a successful pick-up and return.
  5. Returns Not Accepted If:
    • The product is intentionally damaged.
    • It lacks an invoice.
    • It has a tampered batch number and price.
    • It lacks its original packaging.
  6. Pilfered Delivery:
    • For pilfered delivery, make claims within 24 hours of order delivery.
  7. Non-Refundable Scenarios:
    • Orders for Festive Gift boxes.
    • Exchange of products due to allergic reactions.
  8. Exclusions from Exchange/Returns:
    • Damages due to neglect, improper usage, or wrong application are not covered.
    • Orders for Festive Gift boxes are not applicable for exchange or refund.
    • Exchange of products due to allergic reactions is not applicable.
    • If the box or product is opened during customs checking for international buyers outside India, it is not eligible for exchange or return. This is considered a normal procedure for some parcels, and by respecting laws, we cannot accept exchanges or returns in such cases.

Your satisfaction is our priority. For any concerns, please reach out to our customer service team. Thank you for choosing HerbtoniQ!

Refund & Replacement Policy:

At HerbtoniQ, we aim for your satisfaction and provide a transparent refund and replacement process:

  1. Refund/Replacement Verification:
    • We may contact you to understand the damage or defect in the product before initiating a refund or replacement.
  2. Refund Process:
    • Refunds will be processed through bank transfers. No cash refunds will be issued.
    • Online refunds will take a minimum of 3 to 7 business days from the initiation date.
  3. NEFT Refunds:
    • For NEFT, please allow us 3 to 5 business days post refund initiation for the amount to be credited.
    • Prepaid orders will be credited to the account used for payment, taking 7-10 business days for the amount to reflect.
  4. International Orders via PayPal:
    • For international orders, refunds will be processed through PayPal. The amount will be reimbursed through the original payment method.

NOTE TO CUSTOMERS:

At HerbtoniQ, we prioritize customer satisfaction and a seamless experience. To ensure fair usage and protect genuine customers, we have established the following policies:

1. Fair Usage Policy:

  • We value genuine concerns but observe instances of misuse, such as excessive returns, shipment refusals, or unjustified cashback demands. In such cases, our customer support team reserves the right to assess, judge, and take necessary actions at their discretion to safeguard the interests of regular customers.

2. Impairment & Damages:

  • We take utmost care in delivering our products. If you receive partial, void, or damaged items, please follow these steps:
    • Do not use the products.
    • Take clear snapshots of the damaged items.
    • Keep the invoice copy handy.
  • If the order is placed through an online marketplace, kindly raise the issue with our customer service team. Please note that in such cases, HerbtoniQ may not be held responsible for damages caused.

For any concerns or assistance, our customer service team is here to help. Thank you for choosing HerbtoniQ!

Change of Packaging:

At HerbtoniQ, we are committed to continuous improvement, and as part of this commitment, our packaging, bottles, and communications may undergo innovation and changes. These changes are implemented to enhance user experience and comply with government notifications.

Please note the following:

  1. Innovation and Changes:
    • Changes in packaging and bottles are made without affecting the formulation and efficacy of the product.
    • These changes are intended to provide a seamless user experience.
  2. Government Regulations:
    • The presence and placement of symbols or stickers depicting product information may vary according to government rules and regulations.
  3. Product Authenticity:
    • Rest assured that despite changes in packaging, the product remains authentic and untampered.

We appreciate your understanding and flexibility as we strive to deliver the best products and experiences. If you have any questions or concerns, please don’t hesitate to contact our customer care team. Thank you for choosing HerbtoniQ!

Grievance Officer Contact Details:

In case you need to get in touch with our Grievance Officer, Mr. Navneet, here are the contact details:

Feel free to reach out to the Grievance Officer for any concerns, complaints, or to report abuse related to content hosted, transmitted, published, updated, or shared on the HerbtoniQ website. Your feedback is valuable to us.

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.

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