Política de reembolso

RETURN AND REFUND POLICY 

As part of our Customer Service commitment, Aztlan Herbal Remedies stands behind our products and we want you to be as happy with them, as the vast majority of our customers have been for years. If for any reason you’re unsatisfied we encourage you to contact us at 424-228-8646 between the hours of 09:00am and 04:00pm PST or via email at info@aztlanherbalremedies.com 

We’re very sorry, but perishable products cannot be returned. All items from our online store are sold on a non-returnable basis unless defective. Please check that all items received are what you have ordered. If you have received an INCORRECT item DO NOT OPEN IT. We will not accept any returns or provide replacement or refunds of items that have been opened, tampered with or not in their original condition.

MISSING & DAMAGES ORDER POLICY:

Damaged Items (Perishable Products)

If you ordered perishable items such as Sea Moss Gel, Elderberry Syrup, or Herbal Tinctures and they arrived damaged, you must:

  1. Notify us within 24 hours of delivery via email at info@aztlanherbalremedies.com
  2. Provide clear photos of the damaged items and packaging for further investigation.
  3. Failure to report damage within 24 hours will result in the denial of any replacement or refund.

Missing Orders/Order not received

  • If your order is missing, you must notify us within 14 business days from the delivery date.
  • If we are not notified within this timeframe, we will not be able to offer a replacement or refund.
  • USPS Investigation: USPS typically takes 5-10 business days to conduct a missing mail search. Customers are responsible for contacting USPS directly or filing a claim with USPS for further assistance.

 

To enjoy the benefits of our products, we urge you to make the necessary arrangements to receive your product when delivered. 

Please DO NOT return any product without contacting us first for specific information regarding the return process.


RETURNS:

**Incorrect Address Provided by Customer:**

Customers are responsible for providing an accurate shipping address. If an order is returned to us due to an incorrect address provided by the customer, they will be liable for the re-shipping fee should they wish to have the order resent. If a refund is requested instead, please note that the original shipping cost will not be refunded.

**Incorrect Order Made by Customer:** 

If a customer places an incorrect order (except Perishable), they may qualify for a replacement, provided the original items are returned unopened, untampered with or in their original condition at the customer’s expense. In such cases, the customer will also be responsible for the re-shipping fee of the replacement items. Once we receive the returned items, we will process the replacement and provide a new tracking number.


REFUNDS (if applicable):

No refund given, exchange offered, or correspondence will be entered into for:

• Change of mind

• Products that have been opened or tampered with or are not in their original condition.

• Incorrect orders made by the recipient

• Missing orders or non reciept of orders after notifying us after 14 days

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Once approved, your refund will be processed, and a credit will automatically be applied to your credit card or the original method of payment, within seven (7) days.

Due to the wide range of personal taste preferences and product likes/dislikes, we unfortunately do not offer refunds or replacements for products that are “not quite to your liking.”

 

SHIPPING TO AZTLAN HERBAL REMEDIES 

Products should only be shipped to us if you have been instructed to do so, by one of our Customer Service Representatives. You will be responsible for paying for your own shipping costs for returning your item(s) without contacting us. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Aztlan Herbal Remedies is not responsible and will not issue refunds for any international shipments that are lost or taken by customs.

Once your order has been shipped and confirmed by USPS or UPS that it has been delivered to your location and you have not received your package, we recommend that you contact your local USPS postal office or UPS and provide them with your tracking information so that they are able to further assist you. You have 48 hours to inform us of not receiving your packages so that we may be able to assist you with the postal service. 

Please be aware, we have no control of your package once it gets picked up by the mail carriers from our warehouse, therefore we are not responsible for any lost items and will not issue a refund, but in consideration, we do offer to assist our customers in contacting the carriers to find where their package. 

Aztlan Herbal Remedies is not responsible for damage or loss as a result of shipments being delayed, returned to the freight location or being undeliverable as a result of incorrect address information supplied to us, or a recipient unable to receive the package. We wish we could assure proper handling and prompt receipt of packages once they have been delivered to the correct mailing address by the third-party carrier (USPS or UPS), but this, of course, is out of our control. 

By placing an order with us, you agree to these terms. If you have any questions, please contact us at info@aztlanherbalremedies.com.