Returns & refunds

Because you are buying at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you receive your order to change your mind and cancel, and a further 14 days from telling us to send the goods back.

To cancel, simply tell us by email at herbishire@gmail.com or by post to Unit 20C, Moorlands Trading Estate, Bristol Road, Gloucester, GL1 5RZ, United Kingdom, quoting your order number and what you are returning. A clear statement is enough — you do not have to use a particular form, though you may use the model cancellation form below if you prefer.

We refund within 14 days of receiving the goods back, or of you showing us proof of return, to the same payment method you used. Standard delivery costs are refunded too; if you chose a more expensive delivery option, we refund the standard rate.

Sealed items — capsules, oils, soaps, butters and jarred gels — can be returned within the cancellation period provided the seal is unbroken.

Once a seal has been broken, these items are exempt from the right to cancel as goods which are not suitable for return for health protection or hygiene reasons. That is a specific exemption in the Regulations, not a policy we have invented.

Loose botanicals are weighed and hand packed to order rather than sold as a sealed unit. Because material is decanted for you and cannot be verified or resold once it has left us, these items are exempt from the right to cancel as goods made to your specification and as goods liable to deteriorate rapidly.

Yoni steams and loose blends fall under the same exemption for the same reasons.

None of the above affects your statutory rights. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If anything you receive is damaged, incorrect, or not as described, you are entitled to a refund, replacement or repair whatever the seal says and whatever the item is.

Tell us within a reasonable time of delivery — by email at herbishire@gmail.com or by post to Unit 20C, Moorlands Trading Estate, Bristol Road, Gloucester, GL1 5RZ, United Kingdom — with your order number and a photograph where it helps, and we will put it right. We pay the return postage where the fault is ours.

If we ask you to return a faulty item, do not post it back at your own expense before speaking to us; we will tell you the cheapest route.

An order bought online and collected in person is still a distance sale, so the 14-day right to cancel applies to it in exactly the same way as a delivered order, with the same exemptions for broken seals and loose botanicals.

If you change your mind about something eligible, you can bring it back to the shop during opening hours rather than posting it — that is usually quicker for both of us.

Where you are returning something simply because you changed your mind, you pay the postage and you are responsible for the parcel until it reaches us — so please obtain proof of posting.

You may handle goods as you would in a shop. If their value is reduced because you handled them more than that, we may reduce your refund accordingly.

You do not have to use this, but you may copy it if it is easier:

“To Herbishire Ltd, Unit 20C, Moorlands Trading Estate, Bristol Road, Gloucester, GL1 5RZ, United Kingdom, herbishire@gmail.com: I hereby give notice that I cancel my contract of sale of the following goods [ ]. Ordered on [ ], received on [ ]. Name: [ ]. Address: [ ]. Date: [ ].”

If you are unhappy with how we have handled something, contact us by email at herbishire@gmail.com or by post to Unit 20C, Moorlands Trading Estate, Bristol Road, Gloucester, GL1 5RZ, United Kingdom and we will respond within five working days.

Nothing on this page limits your right to take a claim to court.