Shipping & Returns

International shipping: customs, duty and legality by country and state

Any import duty, customs charge, handling fee or local tax is yours to pay and is not included in our prices. We cannot predict what your country, or your state or province within it, will charge. Unpaid customs fees are the most common reason a parcel is returned or destroyed, and we cannot refund a parcel lost that way.

Herbal products are regulated differently in every country, and rules can vary further by state, province or territory within a single country. A product that clears customs nationally can still be restricted locally, for example by individual US states, Canadian provinces, or Nigerian states with their own health regulations. It is your responsibility, not ours, to check:

• whether herbal or botanical supplements may lawfully be imported for personal use into your country;
• whether your specific state, province or territory places additional restrictions on the ingredients in the product you are ordering;
• any personal quantity limits, licensing or labelling requirements your destination applies to herbal imports; and
• whether the product needs to be declared, and any duty or tax that will be due on arrival.

This section is general guidance only, not legal advice, and we do not guarantee it is current for your location. Rules change without notice. If you are unsure, check with your own country's customs authority or a local advisor before ordering. If customs seizes, refuses or destroys a parcel because it was not permitted at your destination, that is not something we can refund.

Returns, resends and refunds

These are ingestible and topical health products. Once a seal is broken we cannot verify how the item was stored and cannot resell it, so opened products are not returnable for hygiene and safety reasons.

How a resend or refund is decided

We do not issue automatic resends or refunds. If your order arrived damaged, incorrect, past its expiry date, or did not arrive at all, the process is:

1. Email us at priscilliaherbsandhealth@gmail.com within 14 days of delivery (or of the expected delivery date, if the parcel never arrived), with your order number and a description of the problem.
2. Submit verification. Include clear photographs of the item, its packaging and shipping label, or other evidence appropriate to the issue. We may ask follow-up questions before a decision is made.
3. Our team reviews and approves. A member of our team checks the claim against the order record and the evidence submitted. This review takes into account the specific circumstances of each case; approval is not automatic or guaranteed.
4. Outcome. Once a claim is approved, we will arrange either a resend of the item or a refund, at our discretion, based on what is appropriate to the situation. We will confirm which outcome applies before acting on it.

Claims submitted without the requested verification, or outside the window above, may be declined. No return shipping is required for a damaged or wrong item while a claim is under review.

Unopened items

Unopened items with seals intact may be returned within 14 days of delivery, following the same email-and-verification process above. Return postage is the customer's responsibility unless the fault was ours. Any refund is issued once the returned item is received and inspected.

Statutory cooling-off rights

If you are a consumer in the UK or EU you generally have 14 days from delivery to cancel without giving a reason. That right does not apply to sealed goods unsuitable for return on health or hygiene grounds once unsealed, which covers most items here. Nothing in this policy affects statutory rights that cannot lawfully be excluded in your country.

How approved refunds are paid

Where a refund is approved, it is returned to the original payment method within a reasonable time of approval. Your bank may take longer to show it. Bank transfer and remittance orders are refunded by transfer to the account the payment came from; any transfer fees are deducted.

Not grounds for a resend or refund

• The product did not produce the result you hoped for. Results vary, we do not guarantee outcomes, and we say so before you buy.
• You changed your mind after opening the product.
• Customs seized or refused the parcel because it was not permitted at your destination.
• The delivery address given was wrong or incomplete.
• A claim submitted without the verification requested, or after the window above has passed.