Returns, Refunds and Cancellation Policy

Return Eligibility

A product may be eligible for return only when all the following conditions are satisfied:

• The return request is submitted within 7 days from the date of delivery.
• The product is unused, unopened and undamaged.
• The original seal, label and packaging remain intact.
• The product is returned with the original invoice or valid proof of purchase.
• The product was purchased directly from the TRM Herbal Care website.

Non-Returnable Products

Returns and refunds will not normally be accepted in the following circumstances:

• The product has been opened, used or partially consumed.
• The original seal, label or packaging has been removed.
• The product has been damaged because of improper storage, misuse or negligence after delivery.
• The return request is submitted after the applicable return period.
• The customer changes their mind after the product has been packed or dispatched.
• The request is based only on personal preference regarding fragrance, colour, texture or consistency.
• The request is based only on the customer not obtaining an expected individual result.
• The product was purchased from another seller, marketplace, clinic or third-party retailer.

Herbal products may have slight natural variations in fragrance, colour, texture or consistency between batches. Such minor natural variations do not automatically indicate a defective product.

Damaged, Leaking, Missing or Incorrect Products

If an order arrives damaged, leaking, contaminated, expired, incomplete or different from the product ordered, please inform TRM Herbal Care within 24 hours of delivery.

To help us verify and resolve the issue, please provide:

• Your order number and registered contact details.
• Clear photographs or an unboxing video showing the product and the issue.
• A photograph of the shipping label and outer package.
• Details of the missing, damaged, leaking or incorrect item.

After verification, TRM Herbal Care may provide a replacement, store credit or refund, depending on product availability and the nature of the issue.

Order Cancellation

• Orders cannot be cancelled directly through the website after they have been submitted.
• A cancellation request may be submitted before the order is packed or dispatched.
• Customers must provide the correct order number while requesting cancellation.
• Once an order has been packed, shipped or handed over to the courier, it cannot normally be cancelled.

To request cancellation, please contact our support team through the Contact Us page as soon as possible.

TRM Herbal Care reserves the right to cancel an order because of product unavailability, incorrect pricing, incomplete address, failed payment verification, suspected fraud or other unavoidable circumstances.

When a prepaid order is cancelled by TRM Herbal Care, the eligible amount will be returned through the original payment method or provided as store credit, as applicable.

Refund Conditions

Refunds are considered only after the return or complaint has been reviewed and approved by the TRM Herbal Care support team.

Customers should not dispose of a damaged or incorrect product until the investigation is completed. Our team may request that the product and original packaging be returned.

Refund Process and Timeline

1. Submit the complaint or return request with your order number and supporting evidence.
2. Our team will review the order details, photographs, video and reason for the request.
3. Where a physical return is required, the customer must return the product in its original condition and packaging.
4. The returned product will be inspected after it is received.
5. The customer will be informed whether the refund, replacement or store-credit request has been approved or rejected.

Approved refund requests are normally processed within 7 to 10 working days. The time required for the refunded amount to appear in the customer's account may vary depending on the bank, card provider or payment service.

• Approved refunds will normally be issued through the original payment method.
• Shipping charges are non-refundable unless the customer received a damaged, missing or incorrect product.
• A 20% restocking fee may be deducted from approved non-defective returns.
• Any applicable payment-gateway, reverse-shipping or handling charges may also be deducted where appropriate.

Delivery Delays and Failed Deliveries

Delivery may occasionally be affected by weather conditions, courier delays, strikes, public holidays, natural disasters, government restrictions, incorrect addresses or other events beyond our reasonable control.

A delivery delay alone does not automatically qualify an order for cancellation or refund after dispatch.

If an order is returned to us because of an incorrect address, unavailable recipient, refused delivery or repeated failed delivery attempts, additional shipping charges may apply before the order is dispatched again.