Refund policy
ROUZ N HERBS - RETURN AND REFUND POLICY
Our Commitment to You
At Rouz N Retreat, we are committed to providing high-quality herbal products crafted with care and intention. Your satisfaction and wellness are our top priorities. Because many of our products are made to order and prepared specifically for you, we have established the following return and refund policy to ensure both quality and safety.
IMPORTANT: Made-to-Order Products
Most of our herbal products—including loose teas, tinctures, tablets, oils, sachets, incense powders, and body butters—are handcrafted to order. Due to the nature of these products and health and safety regulations, we cannot accept returns on opened herbal products.
ELIGIBILITY FOR RETURNS & REFUNDS
✅ WE ACCEPT RETURNS/REFUNDS FOR:
1. Damaged or Defective Products
- Products that arrive damaged during shipping
- Products with manufacturing defects
- Contaminated or spoiled products
- Products that do not match your order
2. Incorrect Orders
- Wrong product shipped
- Missing items from your order
- Significant discrepancy in quantity
3. Unopened Products
- Unused products in original, sealed packaging
- Must be returned within 14 days of delivery
- Applies to both made-to-order and dropshipped items
4. Dropshipped Items (Tea Kettles, Strainers, Meditation Tools)
- Standard returns accepted within 30 days
- Must be in original, unused condition with all packaging
- Return shipping may apply
❌ WE CANNOT ACCEPT RETURNS FOR:
Due to Health & Safety Regulations:
- Opened herbal products (teas, tinctures, tablets, oils, butters, sachets, incense)
- Custom blends or personalized formulations
- Products used or partially used
- Products returned after 14 days (unopened) or 30 days (dropshipped)
- Products without original packaging or labels
- Products damaged due to misuse or improper storage
Note: We cannot resell opened herbal products for health and safety reasons, even if unused.
HOW TO REQUEST A RETURN OR REFUND
If you believe your order qualifies for a return or refund, please contact us within 7 days of receiving your order:
Email: support@rouznherbs.com
Subject Line: "Return Request - Order #[Your Order Number]"
Please Include:
- Your order number
- Photos of the product and packaging (if damaged or incorrect)
- Detailed description of the issue
- Your preferred resolution (refund, replacement, or store credit)
Response Time: We will respond to your request within 2-3 business days.
REFUND PROCESS
If Your Return is Approved:
1. Damaged or Defective Products
- Full refund to your original payment method, OR
- Free replacement product shipped at no charge
- No return shipping required
2. Incorrect Orders
- Full refund to your original payment method, OR
- Correct product shipped at no charge
- We'll provide a prepaid return label for the incorrect item
3. Unopened Products (Changed Your Mind)
- Refund to original payment method minus return shipping costs
- You are responsible for return shipping
- Products must be received in original condition within 14 days
4. Dropshipped Items
- Refund processed according to manufacturer's policy
- May take 7-10 business days after we receive the return
Refund Timeline:
Approved refunds are processed within 5-7 business days of receiving your return. Please allow an additional 3-5 business days for the refund to appear in your account, depending on your bank or credit card company.
EXCHANGES
We are happy to exchange products in the following situations:
✅ Available for Exchange:
- Unopened products (within 14 days)
- Damaged or defective products
- Incorrect orders
How to Request an Exchange:
Contact us using the process outlined above and specify which product you'd like to exchange for. Exchanges are subject to product availability.
SHIPPING COSTS
- Damaged/Defective/Incorrect Orders: We cover all shipping costs for replacements or returns
- Changed Your Mind (Unopened): Customer is responsible for return shipping
- Dropshipped Items: Return shipping fees may apply per manufacturer policy
QUALITY GUARANTEE
We stand behind the quality of our products. If you experience any of the following within 7 days of receiving your order, please contact us immediately:
- Product appears contaminated or spoiled
- Product has an unusual odor or appearance
- Product causes an unexpected reaction (after consulting your healthcare provider)
- Product packaging is compromised
We will work with you to resolve the issue, which may include a refund, replacement, or store credit.
CUSTOM & PERSONALIZED ORDERS
Custom herbal blends created to your specifications are final sale and cannot be returned or refunded unless:
- The product is defective or contaminated
- We made an error in creating your custom blend
- The product arrived damaged
STORE CREDIT
In some situations, we may offer store credit as an alternative to a refund:
- Store credit never expires
- Can be used on any future purchase
- Transferable (you can gift it to someone else)
CANCELLATIONS
Before Order is Processed:
- Orders can be cancelled for a full refund if we have not yet begun preparing your products
- Contact us immediately at [your-email@rouznherbs.com]
- Include your order number in the subject line
After Order is Processed:
- Once your made-to-order products are prepared, cancellations are not available
- Standard return policy applies once you receive the order
Typical Processing Times:
- Orders are typically prepared within 1-3 business days
- You will receive a shipping confirmation when your order ships
DAMAGED IN TRANSIT
If your order arrives damaged:
- Take photos of the damaged product and packaging immediately
- Contact us within 48 hours of delivery
- Do not discard the damaged items until we've reviewed your claim
- We will file a claim with the shipping carrier if necessary
We will either:
- Send a replacement at no charge, OR
- Issue a full refund
ALLERGIC REACTIONS OR ADVERSE EFFECTS
Important: Our products are not intended to diagnose, treat, cure, or prevent any disease. If you experience an allergic reaction or adverse effect:
- Stop using the product immediately
- Consult your healthcare provider
- Contact us with details (order number, product, reaction)
While we cannot accept returns on opened products, we will:
- Review your concern seriously
- Work with you to determine if there was a product issue
- Offer store credit for alternative products (if appropriate)
- Document the incident to improve our products and warnings
Please Note: We clearly label potential allergens and provide precautions with all products. Customers are responsible for reviewing product descriptions and consulting healthcare providers before use.
LOST OR STOLEN PACKAGES
For Orders Without Tracking:
- Contact us if your order doesn't arrive within expected timeframe
- We may reship or refund at our discretion
For Orders With Tracking Showing "Delivered":
- Check with neighbors, household members, and building management
- Contact your local post office or shipping carrier
- We are not responsible for packages stolen after confirmed delivery
- Consider filing a claim with the shipping carrier or your credit card company
Prevention: We recommend:
- Requiring signature confirmation for high-value orders
- Using a secure delivery location
- Purchasing shipping insurance (available at checkout)
INTERNATIONAL ORDERS
- International customers are responsible for all customs fees, duties, and taxes
- Returns on international orders must be approved in advance
- Customer is responsible for return shipping costs
- Refunds do not include original shipping costs or customs fees
- We recommend purchasing shipping insurance for international orders
EXCEPTIONS & SPECIAL CIRCUMSTANCES
We understand that unique situations may arise. If you have an issue not covered by this policy, please contact us at support@rouznherbs.com. We will review your situation on a case-by-case basis and work to find a fair solution.
CONTACT US
If you have questions about our return and refund policy or need assistance with an order:
Email: support@rouznherbs.com
Response Time: Within 2-3 business days
Phone: (281)858-3477
Hours: Monday - Saturday from 8 am - 6 pm
POLICY UPDATES
This Return and Refund Policy is effective as of October 30, 2025 and may be updated periodically. Any changes will be posted on this page with an updated effective date. Continued use of our website and products after changes constitutes acceptance of the updated policy.
YOUR RIGHTS
Nothing in this policy affects your statutory rights as a consumer. Depending on your location, you may have additional rights under consumer protection laws.
Thank you for choosing Rouz N Retreat for your holistic wellness journey. We appreciate your trust in our products and are here to support you every step of the way.
Last Updated: October 30, 2025
QUICK REFERENCE SUMMARY
| Situation | Return Accepted? | Refund/Exchange |
|---|---|---|
| Damaged/Defective Product | ✅ Yes | Full refund or free replacement |
| Incorrect Order | ✅ Yes | Full refund or correct item shipped |
| Unopened Product (Changed mind) | ✅ Yes (within 14 days) | Refund minus return shipping |
| Opened Herbal Product | ❌ No | Not eligible (health/safety) |
| Custom/Personalized Order | ❌ No (unless defective) | Case-by-case basis |
| Dropshipped Items | ✅ Yes (within 30 days) | Per manufacturer policy |
| Allergic Reaction | ❌ No return, but... | Store credit consideration |
| Lost/Stolen After Delivery | ❌ No | Contact carrier/credit card |
Rouz N Retreat is committed to sustainable practices. Returned products that cannot be resold are composted or disposed of responsibly.