At Emerald Lantern LLC, doing business as HerbanVault, we want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions under which refunds, returns, exchanges, and store credit are available.

Please read this policy carefully before making a purchase. By placing an order, you acknowledge and agree to the terms of this Refund Policy.

You have 14 days from the date of delivery to initiate a return for eligible items. The return window is calculated from the delivery confirmation date provided by the shipping carrier.

To be eligible for a return, you must:

• Contact our customer support team at support@herbanvault.com within 14 days of delivery
• Provide your order number and reason for return
• Receive return authorization from our team before shipping the item back
• Ensure the item meets all return conditions outlined in Section 5

Returns initiated after the 14-day window will not be accepted. We recommend contacting us as soon as you decide to return an item to ensure you meet the deadline.

3.1 Defective or Damaged Products

If you receive a product that is defective, damaged, or not as described, we will resolve the issue via replacement, exchange, or full refund to your original payment method (based on your preference when possible, subject to product availability and verification). We will also cover the cost of return shipping.

To report a defective or damaged product:

• Contact us at support@herbanvault.com within 14 days of delivery
• Provide clear photos showing the defect or damage (including packaging, product, and any damage to the shipping box)
• Include your order number and a detailed description of the issue
• Wait for our team to review and approve your return before shipping the item back

We will evaluate the claim and may offer a replacement, exchange, or full refund depending on product availability and your preference. We will provide a prepaid return shipping label for defective or damaged items.

3.2 Wrong Item Received

If you receive the wrong item due to our error, we will provide a full refund to your original payment method or send you the correct item at no additional cost. We will also cover the cost of return shipping.

To report a wrong item:

• Contact us at support@herbanvault.com within 14 days of delivery
• Provide photos of the item you received and the packaging label
• Include your order number and details about what you ordered versus what you received

We will send you a prepaid return label and either ship the correct item or issue a full refund, depending on your preference.

3.3 Change of Mind (Unopened Items)

If you change your mind about a purchase, you may return unopened, unused, and undamaged items within 14 days of delivery for store credit.

Important conditions for change-of-mind returns:

• The item must be in its original, unopened packaging with all seals intact
• The item must be unused and in resalable condition
• All accessories, parts, and documentation must be included
• You are responsible for return shipping costs
• You will receive store credit equal to the purchase price (excluding original shipping costs)
• Store credit does not expire and can be used for future purchases

The following items are FINAL SALE and cannot be returned, exchanged, or refunded under any circumstances (except in cases of defect or our error):

• Opened, used, or unsealed products - For health and hygiene reasons, any smoking accessories or paraphernalia that have been opened, used, or had seals broken cannot be returned. This includes items that have come into contact with tobacco, water, or any other substance.
• Items with broken or missing seals - If the manufacturer's seal or security seal is broken, the item cannot be returned
• Consumable items or accessories - Products designed for single or limited use (e.g., screens, filters, cleaning supplies)
• Clearance or final sale items - Products marked as "final sale," "clearance," "as-is," or otherwise designated as non-returnable at the time of purchase
• Customized or personalized products - Items that were made to your specifications or customized in any way
• Digital products or downloadable content - Once accessed or downloaded, these cannot be returned
• Gift cards, promotional codes, or vouchers - Non-refundable under any circumstances
• Products showing signs of use or wear - Items that appear to have been used, even if repackaged

To be eligible for a return, refund, or store credit, the returned item must meet ALL of the following conditions:

• Original packaging - The item must be in its original manufacturer's packaging, box, or case
• Unopened and unused - The item must be unopened, unused, and in the same condition as when you received it
• Seals intact - All manufacturer seals, security seals, and tamper-evident packaging must be intact and unbroken
• Complete set - All accessories, parts, manuals, documentation, and included items must be returned
• Resalable condition - The item must be in a condition suitable for resale as new
• Proof of purchase - You must provide your order number or other proof of purchase
• Return authorization - You must receive approval from our customer support team before returning the item
• Return timeline - Return requests must be initiated within 14 days of delivery. After receiving return authorization (RA), you must ship the return within 7 days. We must receive returns within 21 days of the RA issue date or 30 days of original delivery, whichever is later.

Items that do not meet these conditions will be refused or returned to you at your expense. We reserve the right to inspect all returned items and deny refunds or store credit for items that do not meet our return conditions.

6.1 How to Initiate a Return

STEP 1: Contact Customer Support

Email us at support@herbanvault.com with the following information:

• Your order number
• The item(s) you wish to return
• The reason for return (defective, wrong item, change of mind)
• Photos of the item and packaging (if claiming defect or damage)

6.2 Return Authorization

Our customer support team will review your return request within 1-2 business days and provide:

• A return authorization (RA) number
• Return shipping address and detailed instructions
• A prepaid return label (if applicable - for defective or wrong items only)
• Confirmation of whether you will receive a refund or store credit

You must include the RA number on the outside of your return package. Returns without an RA number may be refused.

6.3 Packaging and Shipping Your Return

Pack the item securely:

• Use the original packaging if possible
• Ensure the item is protected from damage during shipping
• Include all accessories, parts, and documentation
• Write the RA number clearly on the outside of the package
• Do NOT write on or damage the original product packaging

Ship the return:

• Use the prepaid label we provide (if applicable)
• OR ship the item using a trackable shipping method (if you are paying for return shipping)
• Keep your tracking number and shipping receipt as proof of return
• Ship the return within 7 days of receiving your return authorization (RA)

You are responsible for ensuring the item arrives back to us safely. We recommend using a shipping method with tracking and insurance. We are not responsible for items lost or damaged during return shipment.

Who pays for return shipping depends on the reason for the return:

HerbanVault Covers Return Shipping (We Provide Prepaid Label):

• Defective or damaged products - If the item is defective, damaged, or does not match the description
• Wrong item shipped - If we sent you the wrong product due to our error
• Missing items or parts - If items or parts were missing from your order

Customer Pays Return Shipping:

• Change of mind - If you simply changed your mind or ordered the wrong item
• Buyer's remorse - If you no longer want the product for personal reasons
• Ordered incorrect item - If you ordered the wrong size, color, or product by mistake

If you are responsible for return shipping costs, you must use a trackable shipping method and provide us with the tracking number. We recommend purchasing shipping insurance for high-value items.

Original shipping costs are non-refundable unless the return is due to our error (defective item, wrong item shipped, etc.).

Once we receive your returned item, we will inspect it within 3-5 business days to ensure it meets all return conditions.

During inspection, we will verify:

• The item is in its original, unopened packaging
• All seals are intact and unbroken
• The item is unused and in resalable condition
• All accessories, parts, and documentation are included
• The item matches what was originally shipped
• There are no signs of use, tampering, or damage

If the return does not meet our conditions:

• We will notify you via email
• We may return the item to you at your expense
• We reserve the right to deny the refund or store credit
• You may be responsible for additional shipping costs

If the return is approved:

• We will process your refund or issue store credit
• You will receive email confirmation
• Refunds will be issued within 5-10 business days (see Section 9)

We reserve the right to refuse refunds or store credit for returns that show evidence of use, tampering, damage, or do not meet our return conditions. We reserve the right to make the final determination based on inspection results and evidence provided.

9.1 Refund Processing Time

Once your return is approved, refunds will be processed according to the following timeline:

• Inspection: 3-5 business days after we receive your return
• Refund processing: 5-10 business days after approval
• Bank/credit card processing: An additional 3-5 business days for the refund to appear in your account

Total estimated time: 11-20 business days from when we receive your return.

You will receive an email confirmation when your refund has been processed. If you do not receive your refund within 20 business days, please contact your bank or credit card company, as processing times may vary by financial institution.

9.2 Refund Method

Refunds will be issued to your original payment method:

• Credit card refunds - Refunded to the credit card used for the original purchase
• Debit card refunds - Refunded to the debit card used for the original purchase
• PayPal or other payment methods - Refunded to the original payment account

We cannot issue refunds to a different payment method or account than was used for the original purchase. Refunds are processed through the same payment processor used for the original transaction.

Refund amounts:

• For defective or wrong items: Full refund including original shipping costs
• For change-of-mind returns: Store credit only (no cash refund), excluding original shipping costs

9.3 Store Credit

Store credit will be issued for change-of-mind returns on unopened items.

Store credit details:

• Store credit equals the purchase price of the returned item (excluding original shipping costs)
• Store credit is issued with no expiration date unless required by law
• Store credit can be used for future purchases on our website
• Store credit is non-transferable and cannot be redeemed for cash
• You will receive a unique store credit code via email
• Store credit codes can be applied at checkout

If you have questions about your store credit balance or code, please contact support@herbanvault.com.

We do not offer direct product exchanges at this time. If you would like a different item, please:

1. Return the original item following the return process in Section 6
2. Receive your refund or store credit
3. Place a new order for the item you want

This ensures that you receive the correct item as quickly as possible and that pricing is accurate for both transactions.

You may cancel your order and receive a full refund if:

• The order has not yet been shipped
• You contact us within 24 hours of placing the order
• You provide your order number and cancellation request

To cancel an order, email us immediately at support@herbanvault.com with your order number.

Once an order has been shipped, it cannot be canceled. You must follow the standard return process outlined in this policy if you wish to return the item after it has been shipped.

If your order is successfully canceled before shipment, you will receive a full refund to your original payment method within 5-10 business days.

Responsibility for packages transfers to the customer once delivery is confirmed by the shipping carrier. HerbanVault is not responsible for packages that are lost or stolen after delivery confirmation.

If your package shows as "delivered" by the carrier but you did not receive it:

• Check with neighbors, household members, or building management
• Look for the package in secure areas (porch, garage, mailroom)
• Verify the delivery address on your order confirmation
• Contact the shipping carrier to file a claim
• File a police report if you believe the package was stolen
• Contact your homeowner's or renter's insurance if applicable

We recommend:

• Providing a secure delivery address where someone can receive the package
• Selecting signature confirmation at checkout for high-value orders
• Tracking your shipment and planning to be home when it arrives

We cannot issue refunds or replacements for packages marked as delivered by the carrier. Once the carrier confirms delivery, responsibility transfers to you.

If your package arrives damaged:

1. Inspect the package immediately upon delivery - Check for visible damage to the shipping box
2. Document the damage - Take clear photos of:
   • The damaged shipping box (all sides)
   • The product packaging inside
   • The product itself if damaged
   • The shipping label
3. Contact us within 48 hours - Email support@herbanvault.com with:
   • Your order number
   • Photos of the damage
   • Description of the damage
   • Tracking number
4. Do not discard packaging - Keep all packaging materials until the claim is resolved

We will work with you to resolve the issue by:

• Issuing a replacement shipment at no cost
• Providing a full refund to your original payment method
• Filing a claim with the shipping carrier on your behalf

Damage claims must be reported within 48 hours of delivery. Claims reported after 48 hours may not be eligible for replacement or refund.

We generally do NOT charge restocking fees for eligible returns that meet our standard conditions. In rare cases where we authorize a return that does not meet standard eligibility (e.g., courtesy exception for unique circumstances), a restocking fee may apply:

• Opened or partially used items (if authorized) - If we accept a return with broken seals or signs of use as a courtesy exception, a 20% restocking fee may apply
• Missing parts or accessories - If items are returned without all original parts, accessories, or documentation, a fee may be charged to replace the missing items
• Damaged packaging - If the original packaging is excessively damaged or not suitable for resale, a restocking fee may apply
• Repeated returns or abuse - If we determine that you are abusing our return policy through excessive or fraudulent returns, we may charge restocking fees or refuse future returns

If a restocking fee applies, you will be notified via email before the refund is processed. The restocking fee will be deducted from your refund or store credit amount.

Standard restocking fees range from 15-20% of the item's purchase price, depending on the condition of the returned item.

We strongly encourage you to contact our customer support team at support@herbanvault.com to resolve any issues before initiating a chargeback or payment dispute with your financial institution.

Filing a chargeback without first contacting our customer support team may limit our ability to resolve the issue efficiently. We reserve the right to restrict future purchases in cases of excessive, fraudulent, or abusive chargeback activity. We will dispute chargebacks that we believe to be invalid or inconsistent with this Refund Policy.

Most issues can be resolved quickly and amicably through our customer support team. We are committed to providing excellent customer service and will work with you in good faith to address any legitimate concerns.

If you have any questions about our Refund Policy, need to initiate a return, or require assistance with your order, please contact us:

Our customer support team typically responds within 1-2 business days. For urgent matters, please include "URGENT" in your email subject line.