Refund policy

Soo Lovely Herbs Return, Refund & Address Policy

Due to the nature of our handcrafted wellness products, all sales are final.
We do not accept returns or issue refunds on any products or services, including digital products, consultations, or business services.

Order Changes & Cancellations

  • Orders cannot be canceled or modified after 24 hours of being placed.
  • Once an order is in processing, no changes can be made.


Incorrect or Insufficient Addresses
Customers are responsible for providing an accurate, complete, and deliverable address at checkout, including:

  • Apartment, suite, or building numbers
  • Gate codes
  • Correct spelling
  • DHL-recognized formatting (e.g., “#” before apartment number)
     

If a package is returned to us due to:

  • Incorrect or incomplete address
  • Invalid or undeliverable address
  • Customer failure to update their address


The order becomes eligible for store credit only.
We do not issue refunds back to the original payment method in these cases.
Customers may choose one of the following once the package is returned to us:
1. Store Credit for the full product value (shipping not included), or
2. Reshipment, full payment for another trial.


Lost, Stolen, or Delivered Packages
Once an order is marked Delivered by the carrier, Soo Lovely Herbs is not responsible for:

  • Stolen packages
  • Packages delivered to the wrong location due to address errors
  • Delivery delays by Courier Service
  • Customers must file a claim directly with DHL or GIG.
We will gladly provide tracking information to support your claim.

Missing or Damaged Items
If your order arrives with a missing or damaged item:

  • Contact us within 48 hours of delivery at hello@soolovelyherbs.com.
  • Provide your order number and a clear photo of all contents and packaging.

We will review and issue either:

  • A replacement, or
  • Store credit for the missing/damaged item.

Chargebacks & Unauthorized Disputes
Filing a chargeback for an order you authorized violates our store policy.
If a customer submits a dispute, Soo Lovely Herbs will respond to the bank with:

  • Proof of purchase
  • Proof of delivery or return-to-sender documentation
  • Customer’s authorization of the order
  • Billing and shipping details
  • Full communication history
  • We vigorously dispute all unauthorized chargebacks.


Contact Us
For any questions or support, please email us at:
📧 hello@soolovelyherbs.com