Returns Information

Thank you for shopping at Serendipity Herbals. We want you to be pleased with your purchase each and every time you shop with us, but occasionally you may wish to return items to us for an exchange or refund.

General terms

If for any reason you are dissatisfied with items you have bought from us, you can return them in their original condition within 30 days for a full refund. ALL items must be unopened and in their original condition in order to qualify for this refund.

Defective items

You can always return items, if they are defective, for a full refund or replacement. Please note, you may only return opened items if they are defective.

Please email sales@theneemteam with the subject line 'Return' and your order number. Please include a picture of the product you would like to return. A member of our friendly team will get back to you within 2 working days with the next steps.

Exchanges

If you would like to exchange an item and it hasn't been dispatched yet, please call in as soon as possible to let us know. Sometimes it may be possible to change an item on an order. Please be aware this may affect your final total. If it has already been dispatched, you will have to follow the steps to return the item to us.

Delivery fees for returned items

If you are returning an item because it is defective, or because we have sent it in error, we will reimburse you for any delivery fees incurred in returning it to us. In all other instances, you will be responsible for these fees.

Cancelling an order

Under the terms of the UK Consumer Protection (Distance Selling) Regulations you have the right to cancel the contract for the purchase of any item within 7 working days of delivery. We cannot however accept cancellations for items which have been opened.

If you have made an order you would like to cancel, either phone us on 01633 263 567 or email us with the subject line 'Cancel' and your order number, and a member of our friendly team will get back to you within 2 working days.

International orders

We will fill out any necessary paperwork for international orders, however we cannot be held responsible for any additional customs fees or duties. If items are returned to us due to non-payment of duty, we will not refund delivery costs incurred.

Refunds

Please allow two to ten working days for a refund to be processed after confirmation. Banks sometimes take time to show a refund in your account.