Refund policy
Holistic Heritage Returns & Refunds Policy
We want you to be completely satisfied with your purchase from Holistic Heritage. If you are not satisfied or have changed your mind, we're here to help with our returns and refunds process. This policy applies to all physical products (like our Tallow Bee Balm) but excludes gift cards.
Eligibility for Returns (Change of Mind / Unused Items)
Return Window: You may request a return within 30 days of receiving your product. If more than 30 days have passed since you received your item, unfortunately we cannot offer a refund or exchange.
Condition of Items: To be eligible for a return, the item must be unused, unopened, and in the same condition that you received it. It should be in its original packaging, with seals, protective covers, or labels intact.
Hygiene and Safety: For health and safety reasons, we cannot accept returns of any skincare products that have been opened or used. Once the seal or packaging of a balm is broken, the product is considered used and is not eligible for return.
Proof of Purchase: A receipt or order confirmation (order number) is required to initiate a return. This helps us verify your purchase.
Non-Returnable Items
Certain items cannot be returned:
Gift Cards: Gift cards are non-refundable and cannot be returned.
Used/Open Products: Any cosmetic or personal care item that has been opened, tested, or used is not eligible for return due to hygiene reasons.
Final Sale Items: If an item is marked as final sale or clearance at the time of purchase, it may not be eligible for return. (If applicable, such items will be clearly indicated on our website.)
Note: If you have any questions about whether your item is returnable, please contact us before sending it back.
How to Initiate a Return
By initiating a return, you consent to us using your contact and order details for the purpose of processing the return and communicating with you about it.
Contact Us: To start a return, please email us at hello@holisticheritage.ie within the return window. Provide your order number and the reason for the return in your message.
Await Approval & Instructions: We will respond with confirmation of your return request and further instructions. We will provide you with the return shipping address and any necessary information on how to send your item back. Please do not send your item back without receiving our confirmation and instructions.
Prepare the Item: Pack the product securely in its original packaging (include any accessories or bonus items that came with it). The product must be unused and unopened as noted above.
Include Proof of Purchase: Include a copy of your receipt or order confirmation email in the return package to help us identify your order.
Ship the Item: Send the package using a carrier of your choice. (We recommend using a trackable shipping service for your protection.)
Return Shipping Costs
Customer Responsibility: In most cases, you will be responsible for paying the shipping costs for returning your item. We do not provide prepaid return labels at this time. Any shipping costs you incur to return the product are non-refundable.
Exceptions: If the return is due to an error on our part or a defective product (for example, we sent the wrong item or the item arrived damaged), we will cover the return shipping cost or provide a prepaid return label. In such cases, please contact us and we will arrange the shipping.
International Returns: If you are returning an item from outside Ireland, please ensure you mark the parcel as "Returned Goods" for customs purposes to avoid additional charges. Any customs fees or duties on return shipments will be your responsibility.
Refunds
Inspection of Returns: Once we receive your returned item, we will inspect it. We will notify you by email that we have received your return and the status of your refund approval.
Approval Criteria: If the item arrives in unused, resalable condition and meets our return eligibility criteria, we will approve the refund. If the product is opened, used, or not in its original condition, we may reject the return or offer a partial refund at our discretion.
Refund Method: If approved, we will process your refund and a credit will automatically be applied to your original method of payment. We aim to process refunds within a few days of approval. Please note that your bank or credit card company may take additional time to post the refund to your account (usually 5-10 business days).
Notification: You will receive an email confirming the refund amount and the details once it has been processed. If a refund is rejected (for example, if the returned item was not eligible), we will notify you via email with the reason.
Original Shipping Fees: Any original shipping charges paid on your order (if applicable) are non-refundable. You will be refunded the purchase price of the product(s) returned, minus any shipping charges paid initially (unless the return was due to our error).
Late or Missing Refunds
If you were expecting a refund and haven't received it yet:
First, check your bank account or payment method again.
Then contact your credit card company or payment provider; it may take some time before the refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is reflected in your account.
If you’ve done all of the above and still have not received your refund, please contact us at hello@holisticheritage.ie We will assist you to ensure you receive your refund.
Damaged or Incorrect Items
Please inspect your order upon arrival. If you received a defective, damaged, or incorrect item:
Contact us at hello@holisticheritage.ie immediately (within 7 days of delivery, if possible) with your order number and a description of the issue. Photos of the damage or wrong item are helpful and may be requested.
We will work with you to correct the issue. Depending on the situation, we can offer a replacement shipment or a full refund. If a replacement is sent, we will cover the shipping costs for sending the new item to you.
You will not be charged any additional fees for correcting issues that are due to our error or a product defect. We aim to resolve all return requests quickly and fairly, and we will make sure to resolve the problem as quickly as possible.
Exchanges
At this time, we do not offer direct product exchanges (other than replacing defective or damaged items). If you wish to exchange a product for a different one, the best approach is:
Initiate a return for the original item following the steps above.
Once your return is approved and the item is received, we will issue a refund.
You may then place a new order for the desired item at your convenience.
For defective or damaged items that you want exchanged for the same product, we will send a replacement as part of our resolution process (see Damaged or Incorrect Items above).
Questions and Contact
If you have any questions about our Return & Refund Policy or need assistance with a return, please contact us at hello@holisticheritage.ie We're here to help and will respond as soon as possible.