Refund and Return Policy

Herbalia USA A brand of The Solum Enterprises LLC

Our Approach

Every Herbalia USA product is handcrafted fresh to order in small batches. We stand behind the quality of what we make, and we want you to be genuinely happy with what arrives.

Because our products are perishable food items, we are not able to accept returns in the way a non-perishable retailer might. Once a refrigerated product has left our care, we cannot verify how it has been stored, and we cannot resell it. This is a food safety requirement, not a matter of preference.

What follows explains exactly what we can and cannot do, so there are no surprises.

1. All Sales Are Final

Because our products are perishable, made to order, and shipped refrigerated, all sales are final. We do not accept returns or offer refunds for:

• Change of mind after purchase

• Dislike of taste, texture, aroma, or color

• Ordering the wrong product, size, flavor, or quantity

• Failure to use the product before its recommended date

• Products that were not refrigerated promptly upon delivery

• Products that were heated, cooked, or added to hot liquids

• Adverse reactions where the ingredient list was disclosed

• Products that did not produce a desired wellness result

Handcrafted natural products vary slightly in color, texture, aroma, and consistency from batch to batch. These variations are normal and are not defects.

2. When We Will Make It Right

We will replace or refund your order in the following circumstances:

Damaged in transit. The product arrived leaking, broken, or with compromised packaging.

Arrived spoiled. The product arrived warm, fermented, or visibly spoiled due to a shipping delay outside your control.

Wrong item shipped. You received a product you did not order.

Missing item. Part of your order did not arrive.

Never delivered. The carrier confirms the package was lost in transit.

In these cases you may choose a replacement at no cost or a full refund, whichever you prefer.

3. How to Make a Claim

Contact us at lade.herbalia@gmail.com within 48 hours of delivery.

The 48-hour window is not arbitrary — perishable products degrade quickly, and we cannot assess a claim about condition on arrival after that point.

Please include:

1. Your order number

2. A description of the issue

3. Clear photographs of the product, the packaging, and the shipping label

Photographs are required. Without them we cannot process a claim or file with the carrier on your behalf.

Do not discard the product or packaging until your claim is resolved.

4. Processing Times

We respond to claims within 2 business days.

Approved refunds are issued to the original payment method within 5 to 10 business days. The time it takes to appear on your statement depends on your bank or card issuer.

Approved replacements ship on our standard schedule, with a 3 business day handling time.

Original shipping charges are refunded only when the error was ours.

5. Order Cancellations and Changes

Because we begin preparing your order shortly after it is placed, cancellation is only possible within 12 hours of purchase and only if the order has not yet entered production.

To cancel or modify an order, email lade.herbalia@gmail.com immediately with your order number. We will do our best to accommodate you, but we cannot guarantee changes once production has begun.

Once an order has shipped, it cannot be cancelled.

6. Delivery Issues Within Your Control

We are not able to refund or replace orders where:

• An incorrect or incomplete shipping address was provided

• The package was refused at delivery

• The package was left unattended and spoiled before being brought inside

• Delivery was repeatedly attempted and the package was returned to sender

Because our products are perishable, please provide an accurate address and arrange for prompt receipt. If a package is returned to us due to an address error or refusal, we can reship at your cost, but the original product cannot be reused.

7. Carrier Delays

Shipping timelines are estimates and are not guaranteed. Once your package is with the carrier, transit is outside our control.

That said, if a carrier delay causes your product to arrive spoiled, we treat that as a spoilage claim under Section 2 and will make it right.

8. Wholesale and White Label Orders

Wholesale, bulk, white label, and custom flavor orders are final sale and non-refundable, as they are produced to order to your specification.

Claims for damage in transit or fulfillment errors on wholesale orders must be submitted within 48 hours of delivery with photographic documentation, following the same process described above.

Wholesale terms agreed in writing take precedence over this policy where they conflict.

9. Products Purchased Elsewhere

This policy applies only to products purchased directly from herbalia-usa.com. If you purchased a Herbalia USA product from a retailer, stockist, or third-party marketplace, please contact that seller directly.

10. Health and Safety Note

Our products have not been evaluated by the U.S. Food and Drug Administration and are not intended to diagnose, treat, cure, or prevent any disease.

If you experience an adverse reaction, discontinue use immediately and consult a healthcare provider. Please also let us know at lade.herbalia@gmail.com so we can review the batch.

Full ingredient listings are provided on every product page. If you have allergies or sensitivities, review them carefully before ordering. Sea moss is a marine algae harvested from ocean waters.

11. Your Statutory Rights

Nothing in this policy limits any rights you have under applicable consumer protection law that cannot be waived by agreement.

12. Changes to This Policy

We may update this policy at any time. The version in effect at the time of your purchase governs your order.

13. Contact

Herbalia USA The Solum Enterprises LLC Email: lade.herbalia@gmail.com Website: herbalia-usa.com

If something isn't right with your order, tell us. We would much rather hear from you and fix it than have you quietly disappointed.

Healing starts with nature.

Terms & Conditions