Refund and Returns Policy

1 │ Overview

At Phytomed Herbs Distributor by Herbs Are Health, we are committed to distributing high-quality herbal wellness products and providing a transparent, fair, and legally compliant returns and refunds process. This policy aligns with South Africa’s Consumer Protection Act, and includes coverage for refunds, returns, exchanges, warranties, and complaints.

2 │ Return & Exchange Policy

2.1 Eligibility

You may return items if they meet the following criteria:

  • The item is unopened, unused, and in original packaging
  • Returned within 14 days of delivery
  • You provide proof of purchase (order number or invoice)
  • The product is not exempted due to hygiene reasons
2.2 Exchanges

You may request an exchange:

  • For items that were incorrectly supplied
  • For items damaged in transit
  • Exchange requests must be made within 48 hours of delivery and include photo proof
2.3 Return Shipping Responsibility
  • Return shipping is the customer’s responsibility unless the product was incorrect or defective
  • Returns must be sent via a trackable courier
  • We are not responsible for returned items lost in transit

3 │ Refund Policy

3.1 Refund Eligibility

Refunds are applicable under the following conditions:

  • Items meet all return eligibility criteria
  • Refund request is received within 14 days
  • The item is not opened, used, or damaged
3.2 Refunds Not Permitted On:
  • Opened or used products
  • Products returned without original packaging
  • Items returned after the 14-day period
  • Subscription products after payment (see section 5)
3.3 Refund Processing
  • Once your return is received and approved, refunds are processed to the original payment method
  • Timeframe: 5–7 business days (may take up to 14 days depending on your bank)
3.4 Request a Refund

Email: info@phytomed.herbsarehealth.com
Subject: REFUND REQUEST
Include your order number, reason for refund, and photo proof if applicable.

4 │ Warranty Policy

Phytomed products are made from natural ingredients. As a result, product colour, texture, or aroma may vary — this is normal and does not affect quality or performance.

4.1 Covered by Warranty:
  • Manufacturing defects, including packaging issues
  • Valid claims must be submitted within 14 days with photo proof
  • Replacement will be issued if the defect is confirmed
4.2 Not Covered:
  • Damages caused by improper storage or handling
  • Personal sensitivity, allergic reactions, or natural variation in effect
  • Claims submitted after the warranty period
5 │ Subscription Orders & Refunds
  • Subscription products are billed automatically at the interval you select
  • You may cancel at any time before your next billing cycle by emailing us
  • We do not offer partial refunds for already processed subscription orders
  • Refunds for unopened subscription orders follow the general return policy
6 │ Customer Complaint & Dispute Resolution

We take complaints seriously and aim to resolve them swiftly.

6.1 Complaint Submission

Send full details to: info@phytomed.herbsarehealth.com
Subject: COMPLAINT
Include your name, contact info, order number, and details of the issue.

6.2 Resolution Process
  • We respond within 2 business days
  • If unresolved after 14 days, you may escalate to the Consumer Goods and Services Ombud (CGSO):

International customers may contact their respective consumer protection bodies.

7 │ Contact Information

Email: info@phytomed.herbsarehealth.com
WhatsApp: +27 61 549 3820
Address: 3 Patton Street, Maitland, Cape Town, Western Cape 7405
Live Chat: During business hours

Business Hours

Sun/Holidays: Closed
Mon–Fri: 9 AM–5 PM
Sat: 10 AM–1 PM