Effective on February 10, 2016
Your complete satisfaction is our ultimate goal. You may return any item shipped by BioTerra Herbs, as long as it meets the following conditions:
- Item(s) must be returned to the BioTerra Herbs Headquarters within 30 days of receipt.
- You provide proof of purchase (receipt, order #, confirmation email, or the like).
- Item(s), if used, should have more than 50% of the product left to be accepted, and only on the terms of a defective product. We do not accept items back that have been opened or used unless the product is damaged or defective.
No refund or exchange can be made if the damaged or defective product is not returned with at least 50% of the product left within the allotted 30 days of receipt.
All shipping and handling for returns will be paid by the customer.
Some items cannot be returned for a refund
Some products with special offers or shipping, in addition to sale items, are final sale. These items are identified as such on their product information pages. When you receive your order, please check to make sure they are in good standing condition (i.e. safety seal is intact, not damaged or defective) and let us know right away if there is a problem with your order.
If your item is not eligible for a refund, we can provide store credit or exchange unused, defective items in their original packaging only. Items returned without original packaging, or after 30 days, will not be refunded or exchanged.
Damaged, Defective, or Incorrect Items
We do our best to provide the highest level of service possible. If there is a problem with your order, please contact our Customer Service Department immediately. Please provide as much information as you can about the problem, including your order number, lot number, the name of the products, and whether you prefer a refund or replacement.
Return Shipping and Processing
If you still have it, the original box your order arrived in should be sufficient to make sure that your return arrives back to us, undamaged. Please pack your returned product securely to ensure that the items are not damaged in transit.
We will provide free return shipping only if your return is the result of our error (damaged, defective, incorrect item, etc.). In any other cases, the return postage fee will be covered by the customer. Postage will not be reimbursed. A 10% re-stocking fee will be applied on all returns over $200 that are not the result of our error
All payments must go through before any product will be packed and shipped. If payment is on hold for longer than 48 hours, we have every right to cancel the incoming order and contact the customer for further explanation.
We accept all major credit cards (Visa, Master Card, American Express, Discover) and payments through PayPal or Stripe. All credit card payments are processed through PayPal or Stripe.
All orders are processed and shipped within 3 to 5 business days through USPS or UPS.
Orders are shipped from our facility, located at:
12806 Schabarum Ave. Suite F
Irwindale, CA 91706
California residents will be charged sales tax based on shipping zip code.
If you have any additional questions about any of our policies, please feel free to contact us by calling 877.204.7793 or emailing us at firstname.lastname@example.org.