Refunds

Cancel before it ships

Email Annie and ask to cancel. If she has not handed the parcel to the carrier, she cancels the order. Stripe then refunds the full payment, including the delivery charge.

After it ships

Once the parcel is with the carrier, the sale stands. A change of mind is not a refund, whether or not the tin has been opened. Opened skincare and bath goods are not returned, for hygiene.

Email Annie within 14 days of delivery, and only for one of these reasons:

• Wrong item, a leak, or damage in transit: send a photo. Annie replaces the goods or refunds the goods and the delivery charge.
• The parcel never arrives, and the carrier confirms it is lost: Annie replaces the order or refunds the payment.
• Your skin reacts: stop using the product. A refund of the price of those goods requires a written note from a licensed physician. The note must name you and the product, and it must say the reaction is consistent with using that product. Email Annie within 14 days of delivery, and send the note within 30 days of delivery. You do not send the opened tin back. Without that note, the sale stands.

How the money returns

Refunds go back through Stripe to the payment method you used. Banks often take several business days to show the credit. Annie does not keep your card number.

Charge disputes

A charge dispute is a complaint to your bank or card company about the payment. It is also called a chargeback. Email anniebsherbs@gmail.com before you open one. Annie will follow this refund policy.

If you open a charge dispute, Annie will not accept another order from you. That includes a later order under the same name, email, card, or shipping address.