Return, Refund, and Shipping Policy

1. Overview & Multi-Vendor Fulfilment

Myherbals.lk (Pvt) Ltd operates as a multi-vendor marketplace connecting independent third-party herbal manufacturers, brands, and Ayurvedic suppliers with consumers across Sri Lanka. Because products are shipped directly from various vendor locations or consolidated via our central hub, dispatch logistics may vary depending on the individual seller.

2. Order Processing & Dispatch Timelines

• Processing Time: Orders are typically processed and handed over to courier partners within 1 to 3 working days following payment confirmation, unless otherwise specified on the product page, such as for custom or small-batch handmade herbal formulations.
• Stock Discrepancies: While vendors maintain live inventory updates, unforeseen stock discrepancies can occur. If a vendor cannot fulfil an item due to stock depletion, Myherbals.lk reserves the right to cancel the unavailable item, dispatch any available portions of the order, and initiate a prompt refund for the unfulfilled portion.

3. Shipping Rates, Island-Wide Sri Lanka

Shipping fees are calculated based on destination zones and package weights. The applicable charge is displayed at checkout before order confirmation.

• Initial Rate: The base rate applies to the first 1 kg.
• Weight Surcharges: Additional weight blocks, per extra 1 kg, are charged incrementally as specified on the platform checkout interface.

4. Delivery Timeframes

• Estimated transit times range from 2 to 5 working days within the Western Province and 3 to 7 working days for outstation deliveries across Sri Lanka.
• Delays caused by extreme weather conditions, road disruptions, or national public holidays are outside our direct control. Our support team will assist in tracking affected shipments.

5. Tracking Notifications & Delivery Protocols

• Once an order is dispatched, customers receive tracking details via SMS, email, or their platform user account.
• Customers or authorized receivers must inspect packages for visible external damage before signing the courier delivery receipt. Myherbals.lk will not accept liability for transit damage claims reported after delivery acceptance unless the damage was noted on the courier's documentation at the time of delivery.

1. General Return Position & Consumer Protection

However, to align with Sri Lankan consumer protection expectations and our multi-vendor dispute framework, Myherbals.lk permits return, replacement, or refund claims exclusively under the strict conditions outlined below.

2. Eligible Grounds for Return or Replacement

A customer may submit a formal dispute or return request through the Myherbals.lk hotline or by emailing info@myherbals.lk within 1 day, or 24 hours, of receiving the package if:

• The product delivered is fundamentally incorrect, such as the wrong item or brand.
• The product is structurally damaged, leaking, or expired upon initial receipt.
• The item arrives with a broken safety seal or compromised packaging directly attributable to transit or vendor error.

3. Exclusions & Non-Returnable Scenarios

Returns, replacements, or refunds will not be granted for:

• A change of mind after purchase or delivery.
• Personal dislike of the herbal aroma, texture, or natural variations in traditional Ayurvedic preparations.
• Products that have been opened, unsealed, partially consumed, or tested.
• Failure to submit clear photographic or video evidence of the defect or damage through the Myherbals.lk hotline or by emailing info@myherbals.lk within the 24-hour reporting window.

4. Refund Rules & Management Discretion

• Out-of-Stock or Unfulfillable Orders: If an order, in whole or in part, cannot be fulfilled due to stock shortages or operational constraints, Myherbals.lk management reserves the right to cancel the affected items and issue a full or partial refund.
• Refund Processing Window: Approved refunds will be processed back to the original payment method or via direct bank transfer within 14 to 30 working days, depending on banking clearances and verification procedures.
• Dispute Resolution Timeline: Every submitted dispute is reviewed by our operations desk. Investigations and resolutions, including replacements, store credit, or refunds, are typically concluded within 5 to 7 business days.