Returns & Refund Policy
This Returns Policy applies to purchases made through the online store. www.yiherbs.com of the company KENSER GROUP E.E., with a distinctive title YI HERBS.
YI HERBS makes every effort to ensure that products are shipped in excellent condition, properly packaged and in accordance with the customer's order. In case you wish to return a product, please read the following terms carefully.
This policy does not limit the legal rights of consumers, as provided for by applicable consumer protection legislation.
1. Returns of defective products
A product is considered defective if it presents an actual defect, does not meet its production or packaging specifications, or does not provide the reasonably expected safety, taking into account the nature of the product, its external appearance, its expected use and the time at which it was put into circulation.
In the event that you receive a product that you consider to be defective, you have the option to contact YI HERBS within 14 calendar days from the date of receipt of the product.
The declaration of return of a defective product is made by sending an email to:
In the email you should mention:
- the order number,
- your full name,
- the product to which the request relates,
- brief description of the problem,
- photos of the product, packaging and any visible defect.
YI HERBS will confirm receipt of your request and send you instructions for the return process.
After receipt of the product by YI HERBS, a check of the condition of the product will be carried out. If the product is found to be indeed defective, the customer has the option of:
a) request a replacement with the same product, if available, or
b) request a refund of the amount paid for the specific product.
In the case of a defective product, the costs of return and re-shipment, where required, are borne by YI HERBS, provided that the defect is confirmed after the relevant inspection.
After 14 calendar days have passed since receipt of the product, it is considered that the product was received in good condition, unless otherwise provided for by mandatory legislation.
2. Returns of incorrect products
In the event that, due to YI HERBS's fault, you are sent a different product than the one you ordered, you have the right to request its replacement with the correct product.
The request must be submitted within 14 calendar days upon receipt of the order, by sending an email to:
In the email you should mention:
- the order number,
- the product you ordered,
- the product you received,
- photo of the product and packaging.
The incorrect product must be returned to YI HERBS in excellent condition, unused, without its packaging having been opened or altered and with all accompanying items, if any.
After receiving and checking the incorrect product, YI HERBS will proceed to ship the correct product at no additional cost to the customer.
In the event of incorrect product shipment by YI HERBS, the return and re-shipment costs are borne by YI HERBS.
3. Returns of non-defective products – Right of withdrawal
The consumer who makes a distance purchase through the online store has the right of unreasonably withdrawing within 14 calendar days from the date of receipt of the products.
To exercise the right of withdrawal, the customer must send a clear declaration of withdrawal via email to:
The declaration of withdrawal must include:
- full name,
- order number,
- date of receipt,
- product or products he wishes to return,
- contact details.
YI HERBS will send confirmation of receipt of the request and instructions for the return.
In order for the return of a non-defective product to be accepted, the following conditions must be met cumulatively:
- The product must be in excellent condition.
- The product must be unused.
- The original packaging must be intact and unopened.
- Any protective film, security seal or other protective element must not have been removed or damaged.
- Include all supporting documents, if any.
- The relevant proof of purchase must also be returned or the order must be identifiable.
Due to the nature of YI HERBS products, such as dietary supplements, herbs, teas, powders, capsules, tablets, syrups, extracts and other products related to food, wellness or personal use, Returns of products that have been opened, unsealed, used or whose packaging has been altered are not accepted., for reasons of health and hygiene protection.
Products that are returned opened, used, with damaged or altered packaging or without their original seal are not accepted and the amount paid will not be refunded.
In the event of withdrawal for a non-defective product, the return costs are borne by the customer, unless YI HERBS has agreed otherwise in writing.
4. Canceling or modifying an order
Canceling or modifying an order is only possible if the order has not yet been delivered to the courier company or the shipping process has not begun.
To cancel or modify an order, you can contact YI HERBS directly:
info@yiherbs.com
+30 2102752827
If the order has already been shipped, the return procedure applies according to the terms of this policy.
5. Product return process
For any product return, whether it is a defective product, incorrect product or withdrawal, the customer must first contact YI HERBS via email at:
No returns should be sent without prior notification and confirmation from YI HERBS.
After confirmation of the request, the product should be carefully packaged to avoid damage during transport. The customer is responsible for any damage that may occur during return due to incomplete or inappropriate packaging.
The return address is:
YI HERBS
Zalokosta 23
14121 Neo Heraklion, Attica
+30 2102752827
info@yiherbs.com
It is recommended that the return be made with a reliable courier company with the ability to track the shipment.
6. Checking returned products
Refunds or product replacements are only made after the product is returned to YI HERBS and the relevant inspection is completed.
During the inspection, the following is examined:
- if the product corresponds to the order,
- whether the product is actually defective or incorrect,
- if the packaging is intact,
- if the product has been opened, used or altered,
- if the terms of this policy are met.
YI HERBS reserves the right to refuse a return or refund if the product is found to not meet the return conditions.
7. Refund
If a refund is approved, it is generally made using the same payment method used for the original transaction.
Indicatively:
7.1 Payment by card
If the payment was made by debit or credit card, the refund is made to the same card, through the payment provider.
The time it takes for the amount to appear in the customer's account depends on the bank or payment provider.
7.2 Payment via PayPal
If the payment was made via PayPal, the refund will be made to the same PayPal account used for the original transaction.
7.3 Payment by bank deposit
If the payment was made by bank deposit, the refund will be made to a bank account that the customer will indicate via email.
The customer must send the following information correctly:
- Bank,
- IBAN,
- Beneficiary's full name,
- Any account number, if requested.
YI HERBS is not responsible in the event of a delay or incorrect execution of a refund due to incorrect or incomplete banking information provided by the customer.
Any bank charges or commissions arising from interbank transactions may be borne by the customer, unless the return concerns a confirmed defective or incorrect product due to the fault of YI HERBS.
7.4 Payment by cash on delivery
If the payment was made by cash on delivery, the refund will be made by deposit into a bank account that the customer will indicate via email.
8. Refund time
The refund is made after receipt and inspection of the returned products by YI HERBS.
YI HERBS will make every reasonable effort to complete the refund without undue delay, once it is confirmed that the return conditions have been met.
The time the amount appears in the customer's account depends on the bank, payment provider or PayPal and is not solely controlled by YI HERBS.
9. Return costs
Return costs are borne by:
- YI HERBS, when the product proves to be defective or an incorrect product has been sent due to YI HERBS's fault,
- the customer, when the return concerns an unjustified withdrawal or change of mind for a non-defective product.
In the event that a product is returned as defective or incorrect, but after inspection it is determined that there is no defect or incorrect shipment, YI HERBS may not be charged with the return or re-shipment costs.
10. Non-returnable products
For health and hygiene reasons, returns are not accepted in the following cases:
- products that have been opened or unsealed,
- products that have been used,
- products whose packaging has been altered or damaged,
- products without their original packaging,
- products with damaged protective film or security seal,
- products that cannot be returned for hygiene or health protection reasons,
- products returned after the legal or prescribed deadline has passed,
- products that have been damaged by misuse, improper storage or customer fault.
11. Purchases from a physical store
For purchases made from the YI HERBS physical store, the return or exchange of a product is considered in accordance with applicable legislation and this policy, with the necessary condition of providing proof of purchase.
For health and hygiene reasons, returns of products that have been opened, unsealed or used are not accepted.
In the case of payment by card, the refund, if approved, is generally made using the same payment method.
12. Contact
For any return, exchange or refund request, you can contact YI HERBS at the following details:
YI HERBS
Zalokosta 23
14121 Neo Heraklion, Attica
+30 2102752827
info@yiherbs.com
www.yiherbs.com