La Herba · Customer care

Refund and returns policy

You may withdraw from your purchase within 14 days of receiving your order. Here you will find what can be returned, how a return works and what to do if anything arrives damaged.

100%

Our guarantee

100% money-back guarantee

If your order arrives damaged, defective or different from what you ordered, we will send you a replacement or refund your money in full – including the cost of returning it. Just write to us.

WITHDRAWAL PERIOD

14 days

REFUND WITHIN

14 days

CONDITION

Unopened, undamaged

CONTACT

laherba@laherba.eu

Overview

What can be returned

Eligible for return

Conditions

✦You withdraw within 14 days of receiving your order

✦The goods are complete, undamaged and clean

✦Products in sealed packaging have not been opened

✦Ideally returned in the original packaging to prevent damage in transit

✦Your order number is included with the return

Not returnable

Hygiene exception

For hygiene reasons, and in accordance with Section 1837 of the Czech Civil Code, the right of withdrawal does not apply to:

✦Goods in a sealed package which has been opened and cannot be returned for hygienic reasons – in particular Rapé, herbal mixtures and other ethnobotanical samples in sealed protective packaging

✦Goods which have been irretrievably mixed with other goods after delivery

Withdrawal

How a return works

STEP 1

Let us know

Use our online withdrawal form or e-mail laherba@laherba.eu with your name, order number and bank account number for the refund.

STEP 2

Send it back

Within 14 days of your withdrawal, send the goods to Laherba, s.r.o., Korunní 108, 101 00 Prague 10, Czech Republic.

STEP 3

We check it

Once your return arrives, we check that the goods are complete and that sealed packaging has not been opened, and confirm by e-mail.

STEP 4

You get your money back

We refund the purchase price within 14 days – to your original payment method or the bank account you provided.

Shipping returns

Return shipping

When you withdraw from your purchase, the direct cost of sending the goods back is paid by you. Please note that parcels sent to us by cash on delivery (COD) cannot be accepted.

For more valuable items, we recommend a trackable shipping service. If goods are returned damaged because of insufficient packaging, we may reduce the refund by the loss in value.

Damaged or defective items

Something isn’t right?

Please check your parcel when it arrives. If the packaging or goods are damaged, tell the carrier straight away and write to us at laherba@laherba.eu with your order number and a photo.

For justified claims we send a replacement or refund your money and cover the cost of returning the item. Claims are settled within 30 days; the statutory warranty period is 24 months.

Late or missing refunds

Haven’t received your refund yet?

1First check your bank account again.

2Then contact your card provider – it may take some time before your refund is officially posted.

3Next contact your bank. There is often some processing time before a refund is posted.

4If you’ve done all of this and still have not received your refund, please contact us at laherba@laherba.eu.

Questions & answers

Frequently asked questions

How long do I have to return my order? +

You can withdraw from your purchase within 14 days of receiving the goods, and then send them back within 14 days of your withdrawal.

Can I return an opened Rapé or herbal mixture? +

No. For hygiene reasons, products in sealed packaging cannot be returned once they have been opened. Unopened products can be returned within 14 days.

Who pays for return shipping? +

If you withdraw from your purchase, you pay the cost of sending the goods back. If the goods are damaged, defective or wrong, we cover it.

How will I receive my refund? +

We refund the purchase price within 14 days of receiving and checking your return – to your original payment method or the bank account you provide.

My parcel arrived damaged. What should I do? +

Tell the carrier when you receive it and e-mail us at laherba@laherba.eu with your order number and a photo. We will send a replacement or refund your money.

Related information

Electronic withdrawal from the contract Terms and conditions Shipping policy Payment options

Need help?

We are happy to help

laherba@laherba.eu Withdrawal form