Returns & Refunds Policy

Return Policy Overview

We accept returns within 30 days of the original purchase date. Items must be unused, unopened, and in their original packaging to be eligible for a full refund.

Return Policy

Returnable: Unopened products with intact seals, wrong items shipped, or items damaged during shipping.

Non-Returnable: Any opened, used, expired, or improperly stored products. Custom blends are final sale.

Why? FDA regulations prohibit the resale of opened consumable products for health and safety reasons.

Return Process

Important: Returns without an RMA number may be refused or experience significant processing delays.

Want a Different Product? We do not offer direct exchanges. Simply return your unopened item for a refund following the process above, then place a new order for the product you'd like to try.

Refund Policy

Refund Methods

All refunds are processed through Stripe, our secure payment processor, and will be issued to the original payment method used for purchase:

• Credit/Debit Cards: 5-10 business days after refund is processed (timing depends on your bank)
• Digital Wallets (Apple Pay, Google Pay): 5-10 business days after refund is processed
• Store Credit: Immediate (available upon request as an alternative to refund)

Processing Time: Once we receive and inspect your returned item, we will process your refund within 2-3 business days. You will receive an email confirmation when the refund has been initiated.

Refund Amounts

• Full Refund: Original purchase price minus return shipping costs (unless the return is due to our error, wrong item shipped, or defective product)
• Partial Refund: May apply to unopened items with minor packaging damage but intact seals (evaluated case-by-case at our discretion)
• No Refund:
  • Opened or used herbal products
  • Products with broken seals or tampered packaging
  • Items returned after 30 days without prior authorization
  • Products damaged due to customer misuse or improper storage

Note: Original shipping costs are non-refundable unless we shipped the wrong item or the product arrived damaged/defective.

Damaged or Defective Items

If you receive a damaged or defective item, we'll make it right immediately. Contact us within 48 hours of delivery.

What We Need From You

• Photos of the damaged item showing the defect or damage
• Photos of the exterior packaging
• Your order number
• Brief description of the issue

What We'll Do

• Send a replacement item at no cost to you (expedited shipping if available)
• Provide a prepaid return label for the damaged item
• Process a full refund including original shipping costs if you prefer

Return Shipping Costs

Customer-Initiated Returns (Change of Mind, Ordered Wrong Item)

For returns of unopened products due to customer preference:

• Customer is responsible for return shipping costs
• Full refund of purchase price (no restocking fees)
• Original shipping costs are not refunded (unless free shipping was used)

Shipping Tip: We recommend using USPS Priority Mail with tracking for returns. Keep your tracking number until your refund is processed.

Our Error or Defective Products

If the return is due to our error or a defective product:

• We provide a prepaid return shipping label via email
• Full refund of purchase price including original shipping costs
• No deductions or fees
• Expedited processing of your refund or replacement

Order Cancellations

You can cancel your order without penalty if:

• Within 2 Hours: Orders can be cancelled immediately if they haven't been processed yet
• Within 24 Hours: Contact us as soon as possible - we'll cancel if the order hasn't shipped
• Custom Blends: Can be cancelled before preparation begins (usually within 12 hours)

After Shipment: Once an order has shipped, you'll need to follow the standard return process after receiving the items.

Refused or Undeliverable Packages

If you refuse delivery or your package is returned to us as undeliverable:

• We'll contact you to arrange reshipment or process a refund
• Refunds will deduct original shipping costs and any return shipping fees charged by the carrier
• You'll be responsible for reshipping costs if the address provided was incorrect

Quality Guarantee

We stand behind the quality and freshness of our herbal products. If you're not satisfied with the quality, freshness, or potency of any unopened product, please contact us within 30 days of purchase.

We may request photos and details about the issue to help us improve our sourcing, storage, and quality control processes. Your feedback helps us serve you better.

Special Circumstances

Bulk Orders

Large orders over $500 may have different return conditions. Please contact us at support@uptownhealing.com before placing bulk orders to discuss return options and potential volume discounts.

Health & Safety Standards

For your safety and ours, we cannot accept returns of:

• Any opened consumable products (loose herbs, teabags, tinctures, powders)
• Products without original seals intact
• Items that show signs of use or tampering
• Products stored improperly (exposed to heat, moisture, or light)

These policies comply with FDA and health department regulations for the sale of herbal and botanical products.

We reserve the right to modify this returns and refunds policy at any time. Changes and clarifications will be posted on this page. If we make material changes to this policy, we will notify you here that it has been updated. This policy applies to all purchases made after the effective date listed above.