Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@tryheralabs.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@tryheralabs.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@tryheralabs.com.
1. Order Processing & Cancellations
Our fulfillment centers operate with an automated system designed to process and ship orders quickly.
Order Modifications:
Once an order is placed, it is immediately routed for fulfillment. For this reason, we are generally unable to modify or cancel orders after confirmation.
Address Accuracy:
Please double-check your shipping address at checkout. If you notice an error, contact us right away at hello@tryheralabs.com and we’ll do our best to help. However, once an order has been processed or handed over to the carrier, address changes may no longer be possible.
If an Order Ships:
If we’re unable to update your order before shipment, you may follow our standard return process once the package arrives.
2. Shipping, Delivery & “In Transit” Terms
Processing Time:
Orders typically require 1–3 business days to process before tracking becomes active.
“In Transit” Status:
An order is considered in transit while tracking shows carrier movement, scans, or location updates within the last 14 days. During this period, the order is not eligible for a refund.
Delivery & Carrier Responsibility:
Once a package is marked as Delivered by the carrier to the correct address (including mailrooms or parcel lockers), responsibility transfers to the customer. While we’re always happy to assist with carrier investigations, refunds cannot be issued for correctly delivered packages.
60-Business-Day Delivery Protection:
If your order has not arrived within 60 business days from shipment, it will be classified as lost in transit. In this case, we will gladly offer a full refund or a free replacement, whichever you prefer.
3. Product Appearance & Packaging
We continuously optimize our inventory and supply chain to ensure consistent quality.
Formula Consistency:
Our formulas and ingredients remain the same across all production batches.
Packaging Variations:
You may occasionally notice changes in packaging design, bottle shape, cap color, or labeling (including minimalist or logo-free packaging during transition periods). These visual differences do not affect product quality and do not qualify as defects or “product not as described.”
4. 90-Day Results Guarantee
We stand behind the quality of our products and encourage customers to give them sufficient time to work.
Eligibility:
To qualify for the 90-Day Results Guarantee, the product must be used consistently for the full recommended period and according to the provided instructions.
Review Process:
Because results can vary from person to person, refund requests under this guarantee are reviewed on a case-by-case basis. We may request reasonable documentation (such as usage confirmation or photos of remaining product) to ensure fair use of the guarantee.
Individual Results:
Outcomes may vary due to differences in biology, hormone levels, metabolism, diet, and lifestyle. Statements on our website reflect typical customer experiences but do not guarantee identical results for every individual.
Claim Timing:
Requests under the 90-Day Results Guarantee may be submitted after the full 90-day period has been completed.
5. FDA Disclaimer & Medical Guidance
FDA Notice:
These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease.
Medical Advice:
We recommend consulting with a qualified healthcare professional before starting any new supplement, especially if you have a medical condition, are pregnant or nursing, or are taking prescription medication.
6. Standard Returns (Unopened Products)
If you wish to return a product for reasons unrelated to the Results Guarantee:
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Authorization: Please contact hello@tryheralabs.com to request a Return Authorization before sending any items back.
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Eligibility: Returns are accepted within 30 days of delivery for unopened, unused products with intact seals.
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Return Shipping: Return shipping costs are the responsibility of the customer.
7. Damaged or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged or incorrect, contact us within 48 hours so we can promptly evaluate the issue and assist you.
8. Acceptance of Terms & Dispute Resolution
By placing an order on our website, you acknowledge that you have reviewed and agreed to the policies outlined above.
Agreement:
These terms help ensure fair and consistent service for all customers, including policies related to shipping status, packaging variations, and the Results Guarantee.
Payment Disputes:
If a dispute or chargeback is filed for an order that complies with these policies (for example, an order still within the delivery protection window), we may provide relevant order details and tracking information to the payment provider for review.
If you have any questions at all, our support team is here for you.