Order Returns
Order Returns Policy
1. Breakage Claim
If you receive a damaged or broken shipment, please submit your claim immediately to the courier or employee delivering the package. Complaints regarding breakage are accepted only if made upon receipt, in the presence of the courier, who must record the claim in a protocol. In such cases, Herb Ltd. will either refund the value of the damaged products at our expense or, at your option, resend the goods.
2. Product Mismatch
If you receive products that do not match the description or expected parameters, you may cancel your contract within 14 days by submitting a written request by e-mail.
Please attach photos when submitting your claim.
Exceptions: products made at your request, such as packaged tea, herbal blends, nutritional supplements, and food products, which cannot be returned for health and safety reasons under the Consumer Protection Act.
Return address:
4442 Bulgaria, Sinitovo, Industrial Area
Herb Ltd – Bilki EOOD
3. Expired Products
Claims for expired products must be submitted within 3 business days of receipt. Please provide a photo showing the expiry date. Herb Ltd. records all claims in compliance with Article 127 (2) of the Consumer Protection Act. You may choose either a refund or replacement of the product.
Return address:
4442 Bulgaria, Sinitovo, Industrial Area
Herb Ltd – Bilki EOOD
4. Change of Opinion
You may cancel your purchase within 14 days of requesting cancellation in writing by e-mail or paper.
Products must be returned unopened, in their original packaging, complete, in good commercial condition, and accompanied by the invoice.
Return shipping costs are borne by the buyer, in line with European consumer law.
Exceptions: products made at your request (packaged tea, herbal blends, supplements, food products), which cannot be returned due to health and safety reasons.
Return address:
4442 Bulgaria, Sinitovo, Industrial Area
Herb Ltd – Bilki EOOD
5. Resend or Refund
If the seller cannot provide the ordered goods, an alternative will be offered. If not accepted, a refund will be issued. Refunds are made using the same payment method originally used by the customer.
6. Contact for Returns
Email: customercare@herbtm.com
Phone: +359 876 108 444 (Weekdays, 07:00 – 15:00 EU time)
Languages spoken: Bulgarian and English. Written communication accepted in English or German.
* Phone calls are charged according to your mobile operator’s tariff for calls within the European Community.
For all claims, please send photos and a short description to assist us in resolving the issue promptly.