Return Policy

1. Scope

This policy applies to all physical products purchased through xHerbs. Every order is fulfilled by an independent seller, but the return process, refund timelines, and dispute resolution described below are enforced by xHerbs and apply uniformly across all sellers on the Platform.

2. Escrow Protection

When you pay for an order, your money is held in escrow by xHerbs through our payment partner Boldswitch. Funds are not released to the seller at the point of payment. Release occurs only after:

• You confirm delivery in your order history, or
• The 24-hour confirmation window (Section 3) closes without a reported issue, or
• A return or dispute is resolved in the seller's favour.

If you report a problem within the window, your money stays in escrow until the matter is resolved.

3. 24-Hour Claim Window

You have 24 hours from the recorded delivery time to inspect your order and report any issue. After this window, funds are automatically released to the seller and the order is considered accepted. We strongly recommend inspecting your order the moment it arrives.

4. When You Can Return an Item

You may request a return within the 24-hour window if any of the following apply:

• The product delivered is materially different from the listing (wrong item, wrong variant, wrong quantity)
• The product arrived damaged, broken, leaking, or with tampered or compromised packaging
• The product is expired on arrival, or its expiry date was not accurately represented on the listing
• The listing description was materially misleading (for example, claimed ingredients are not on the label, or claimed size/weight does not match)

5. When You Cannot Return an Item

For hygiene, safety, and product integrity reasons, the following are not returnable:

• Herbal, edible, or topical products that have been opened, used, or partially consumed
• Items reported outside the 24-hour claim window
• Damage caused by buyer handling, storage, or failure to follow labelled instructions after delivery
• Items returned without original packaging, inner seals, or product labels
• Items returned without first opening a return request through xHerbs
• Change-of-mind or buyer's-remorse returns — because our catalogue is consumable, we do not accept returns simply because you no longer want the item

6. How to Report a Problem

• Go to Account → Orders and select the affected order
• Choose the specific item and describe the issue in as much detail as you can
• Upload clear photos — this is required for damage, tampering, mislabelling, and wrong-item claims
• Keep the item, original packaging, and any included paperwork until the matter is resolved. Do not dispose of the product or its packaging before the return is closed

7. Seller Response

Once you submit a return request, the seller has 12 hours to respond. The seller may:

• Accept the return and arrange a refund or replacement
• Offer a partial refund or replacement in lieu of a full return, which you may accept or decline
• Dispute the return with evidence (photos, shipping records, product batch information)

If the seller does not respond within 12 hours, the return is automatically accepted and a refund is processed in accordance with Section 9.

8. Return Logistics

Because accepted returns under this policy are the seller’s responsibility (wrong item, damage, expiry, or material misrepresentation), the seller covers the cost of return shipping and arranges logistics:

• The seller will either arrange courier pickup from your delivery address or provide a return address
• You must return the item in the same condition you received it, with all original packaging, seals, labels, and any accompanying paperwork
• Retain the courier tracking number or drop-off receipt until the refund is confirmed
• If the returned item arrives in materially worse condition than it was received, the seller may dispute the return under Section 11

9. Refunds

• Refunds are issued to the original payment method through Boldswitch. We cannot refund to a different card, account, or wallet
• Processing time is 3–5 business days from the moment the refund is approved. The actual time for funds to appear depends on your bank
• You will receive an email confirmation when the refund is issued
• If your payment method has since been closed, contact [email protected] and we will arrange an alternative payout

10. Order Cancellation Before Shipment

You may cancel an order for a full refund at any time before the seller marks it as shipped. Once an order is shipped, cancellation is no longer possible and any claim must follow the return process above. Refunds for cancelled orders are processed under Section 9.

11. Disputes and xHerbs Mediation

If the seller declines your return and you believe the decision is unfair, you may escalate the matter to xHerbs by filing a complaint. We review:

• The listing at the time of purchase
• Order details, delivery records, and photos
• The messages and evidence submitted by both parties

We aim to decide escalated disputes within 5 business days. Your funds remain in escrow until the decision is made. Our decision is final for the purposes of escrow release, without prejudice to your rights under Nigerian consumer protection law.

12. Chargebacks

Please contact us at [email protected] before initiating a chargeback with your bank or card issuer. Because xHerbs holds your funds in escrow, most issues can be resolved faster and with less disruption through our internal process. Chargebacks filed while an active return or dispute is open may result in temporary account suspension pending resolution.

13. Governing Law

This policy is governed by the laws of the Federal Republic of Nigeria. Nothing in this policy limits any non-waivable rights you have under the Federal Competition and Consumer Protection Act or other applicable consumer protection legislation.

14. Changes to This Policy

We may update this Return Policy from time to time. Material changes will be announced by email or a prominent notice on the Platform. The policy that applies to your order is the version in effect at the time you placed the order.

15. Contact

For any question about returns, refunds, or disputes, contact us at [email protected].