Refund policy

Return & Refund Policy

At Aztlan Herbal Remedies, we take pride in the quality of our herbal products and are committed to providing excellent customer service.

We carefully prepare, package, and inspect our products before shipment. We understand that issues may occasionally arise, and our team is happy to assist with eligible order concerns.

Please review our Return and Refund Policy before placing your order.

🌿 General Return Policy

Due to the nature of our herbal products and for health, safety, and quality assurance purposes, all sales are generally final.

We do not accept returns or offer refunds for:

  • Change of mind or personal preference.

  • Products that do not meet individual taste, smell, texture, or personal expectations.

  • Products that have been opened, used, tampered with, or altered.

  • Perishable products, including Sea Moss Gels and other items requiring special storage.

  • Products purchased incorrectly by the customer, except for eligible unopened items approved for exchange.

Exceptions may be made for incorrect, damaged, or defective products, as outlined below.

Nothing in this policy limits any rights or remedies available under applicable consumer protection laws.

📦 Incorrect Items Received

If you receive an item different from what you ordered, please contact us promptly at info@aztlanherbalremedies.com.

Include your order number, a description of the issue, and clear photos of the items received.

Please do not open or use an incorrect item.

Once we review and verify the issue, we will arrange an appropriate resolution, which may include a replacement or refund.

If a return is necessary because of an error made by Aztlan Herbal Remedies, we will provide return instructions and cover the applicable return shipping costs.

📸 Damaged or Defective Products

We carefully package every order to help ensure products arrive in good condition.

If your order arrives damaged, leaking, broken, or defective, please notify us within 24 hours of delivery whenever possible.

To report an issue, email info@aztlanherbalremedies.com and provide:

  • Your order number.

  • Clear photos of the affected product.

  • Photos of the shipping box and packaging.

  • A brief description of the damage or defect.

Please keep the product and original packaging until our team has reviewed your claim.

Reports received after 24 hours will be reviewed individually. Delayed reporting may limit our ability to verify shipping damage or pursue a carrier claim.

Approved claims may qualify for a replacement, refund, or other appropriate resolution.

❄️ Perishable Products

Perishable products, including our freshly prepared Sea Moss Gels, are not eligible for returns due to their storage requirements and limited shelf life.

Customers are responsible for monitoring their tracking information and making arrangements to receive and properly refrigerate perishable products immediately upon delivery.

If a perishable product arrives damaged, leaking, warm, or with signs of spoilage, please do not consume it.

Contact us promptly at info@aztlanherbalremedies.com with your order number and photos so our team can review the situation.

Perishable products that have been improperly stored after delivery may not qualify for a refund or replacement.

For additional information regarding preparation, shipping, and storage, please refer to the individual product descriptions and our Shipping Policy.

📬 Missing Packages or Orders Not Received

If your tracking information shows that your package has been delivered but you have not received it, please check your mailbox, porch, surrounding delivery area, and with household members or neighbors.

Occasionally, carriers may mark packages as delivered before they physically arrive. In some cases, delivery may occur the following business day.

If your package is still missing, please contact your local USPS office or UPS and provide your tracking information.

Please notify Aztlan Herbal Remedies within 14 business days of the recorded delivery date so we can review the issue and provide available assistance.

For perishable products, contact us and the carrier immediately rather than waiting until the following business day.

Carrier investigations and missing-mail searches may take several business days or longer.

Packages confirmed delivered by the shipping carrier are not automatically eligible for a refund or replacement. Each case will be reviewed individually based on tracking records, carrier findings, and applicable consumer protections.

📍 Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing accurate and complete shipping information at checkout.

If an order is returned to Aztlan Herbal Remedies due to an incorrect or incomplete address provided by the customer:

  • The customer is responsible for additional shipping charges if they wish to have the order resent.

  • If an eligible refund is approved instead, the original shipping cost is generally nonrefundable.

  • Perishable products that cannot be safely reshipped may need to be repurchased.

If a package is delivered to an incorrect address provided by the customer and is not returned to Aztlan Herbal Remedies, the order may not qualify for a refund or replacement, subject to applicable law.

Please contact us immediately if you notice an address error. We will do our best to assist before shipment, but address changes cannot be guaranteed once an order has been processed or shipped.

🔄 Exchanges for Incorrect Orders Placed by Customers

We understand that customers may occasionally order the wrong product.

Although all sales are generally final, we may approve exchanges for eligible nonperishable products under the following conditions:

  • The item must be unopened, unused, untampered with, and in its original condition.

  • The exchange must be approved by our customer service team before the item is returned.

  • The customer is responsible for return shipping costs.

  • The customer is responsible for any additional shipping charges required to send the replacement.

  • Any applicable price difference must be paid before the replacement is shipped.

Once the returned product has been received and inspected, we will process the approved exchange.

Perishable products are not eligible for exchanges.

💳 Refunds (If Applicable)

Refunds are considered for eligible orders involving verified shipping errors, incorrect items, damaged or defective products, or other circumstances requiring a refund under applicable law.

If a return is authorized, we will inspect the returned product before determining eligibility.

Once your refund is approved:

  • We will notify you by email.

  • The refund will be issued to the original payment method whenever possible.

  • Approved refunds are generally processed within 7 business days.

  • Your bank or payment provider may require additional time for the funds to appear in your account.

Original shipping charges are generally nonrefundable for customer-requested returns or exchanges. This does not apply where a refund of shipping charges is required by law or appropriate because of an error on our part.

📦 Returning Products to Aztlan Herbal Remedies

Please do not return any product without contacting our customer service team first.

All returns must be reviewed and authorized before being shipped.

If your return is approved, our team will provide instructions and the appropriate return shipping address.

Unauthorized returns may not be accepted or qualify for a refund or exchange.

For customer-requested exchanges, return shipping costs are the customer's responsibility unless otherwise required by law.

We recommend using a trackable shipping service for approved returns. Aztlan Herbal Remedies cannot guarantee receipt of packages sent without tracking.

🌎 International Orders

International orders may be subject to customs inspections, import restrictions, duties, taxes, and shipping delays.

Customers are responsible for ensuring that the products they order are permitted in their destination country.

Orders delayed, refused, seized, or returned by customs authorities will be reviewed individually. Refunds, if applicable, may exclude nonrecoverable shipping charges, customs fees, and perishable products that cannot be safely returned.

International orders are not automatically eligible for a refund or replacement due to customs delays or restrictions, subject to applicable law.

📧 Contact Us

If you have questions about a return, refund, exchange, damaged product, or missing order, please contact our customer service team.

Aztlan Herbal Remedies

Phone: 424-228-8646
Phone Support Hours: Monday–Friday "only", 8:00 AM–5:00 PM (Pacific Time)
Email: info@aztlanherbalremedies.com
Website: https://www.aztlanherbalremedies.com

Please include your order number when contacting us about an existing purchase.

By placing an order with Aztlan Herbal Remedies, you acknowledge that you have reviewed our Return and Refund Policy, subject to applicable consumer protection laws.

Thank you for your understanding and for supporting Aztlan Herbal Remedies!