Refund & Return Policy

1. Physical Products — 30-Day Return Window

We accept returns of eligible physical products within 30 days of the delivery date. To be eligible for a return:

• The product must be unopened, unused, and in its original packaging.
• You must have a receipt or proof of purchase (your order confirmation email).
• The product must not fall under the non-returnable categories listed in Section 3.

We cannot accept returns of opened or partially used products due to the nature of our handmade herbal formulations and for health and safety reasons. This does not affect your rights in relation to defective or damaged products.

2. Damaged, Defective, or Incorrect Orders

If you receive a product that is:

• Damaged in transit,
• Defective (incorrect formulation, leaking, contaminated packaging),
• Different from what you ordered,

Contact us within 7 days of delivery at contact@grimmsapothecary.net with your order number and photos of the product and packaging. We will arrange a free replacement or full refund at our discretion, with no requirement to return the damaged item.

3. Non-Returnable Items

The following cannot be returned or exchanged:

• Opened, used, or partially consumed products.
• Products purchased on sale or with a discount code greater than 25% off.
• Digital products, downloadable content, or gift cards.
• Custom or made-to-order formulations created specifically for a coaching client.
• Products returned more than 30 days after delivery.
• Products damaged through misuse, improper storage, or circumstances not related to our manufacturing or shipping.

4. How to Initiate a Return

1. Email contact@grimmsapothecary.net with your order number, the item(s) you wish to return, and the reason for return.
2. We will respond within 3 business days with return authorisation (RA) instructions and the return shipping address.
3. Pack the item(s) securely and ship them to us using a trackable shipping method at your expense. We recommend keeping your tracking number.
4. Once we receive and inspect the returned item(s), we will notify you of the approval or rejection of your refund within 5 business days.

Do not ship items back without first receiving return authorisation. Unauthorised returns may be refused.

5. Refunds

Approved refunds are processed as follows:

• Refunds are issued to the original payment method only — we cannot refund to a different card or account.
• Processing time after approval: 5–10 business days depending on your bank or payment provider.
• Original shipping costs are non-refundable unless the return is due to our error.
• Return shipping costs are the customer’s responsibility unless the return is due to a damaged, defective, or incorrect item.

If you paid with PayPal, refunds may appear in your PayPal balance before being disbursed to your bank, which can take an additional 3–5 business days.

6. Exchanges

We do not process direct exchanges. If you would like a different product, return the eligible item for a refund (per Section 4–5) and place a new order for the desired product. This ensures the fastest processing.

7. Coaching and Consultation Services

• Scheduled sessions: Cancel or reschedule at least 48 hours before your scheduled appointment for a full refund or rescheduling. Cancellations within 48 hours are non-refundable.
• Pre-paid consultation packages: If you have purchased a multi-session package and wish to cancel, you are entitled to a refund for any unused sessions, calculated on a pro-rata basis at the per-session rate, minus any discount applied for bundling.
• No-shows: Sessions for which you do not appear without prior cancellation are non-refundable.

8. Digital Products and Newsletter

Digital downloads and PDF documents are non-refundable once accessed or downloaded. Newsletter subscriptions are free and require no refund mechanism. Paid newsletter tiers, if offered in future, will be governed by Subscription Terms.

9. Lost or Stolen Packages

We are not responsible for packages that are lost or stolen after a carrier confirms delivery. If your tracking shows “delivered” but you have not received your package:

1. Check with neighbours, building management, or other household members.
2. File a claim with the carrier directly.
3. Contact us — while we cannot guarantee replacement for confirmed-delivered packages, we will review each case individually and work with you to find a fair resolution.

10. Chargebacks and Payment Disputes

We ask that you contact us at contact@grimmsapothecary.net before initiating a chargeback with your bank or payment provider. Chargebacks are disruptive and costly, and we are committed to resolving legitimate concerns directly and promptly.

Fraudulent chargebacks (where products were received and are eligible for use) may result in account suspension and referral to appropriate authorities or collections.

11. Contact