African Gem Herbals

Returns & refunds

If something arrives damaged, wrong, or not as described, we put it right. Because this is a consumable product, there are limits on what can come back once it has been opened — those limits are set out plainly below.

Damaged, wrong or missing items

Check your order when it arrives. If a bottle is broken, the wrong item was sent, or something is missing, contact us within 48 hours of delivery with your order reference and a photograph. We will replace the item or refund it in full, including the delivery cost, at no charge to you.

Unopened items you’ve changed your mind about

Unopened bottles in their original condition can be returned within 7 days of delivery. Contact us first so we can arrange it. Return delivery is paid by you unless the return is our error, and we refund the price of the goods once they reach us in resaleable condition.

What we can’t take back

Opened or partly used bottles cannot be returned or refunded. This is a food supplement, and once a seal is broken we cannot resell it or verify how it has been stored. This does not affect your rights if the product was faulty or not as described when it arrived.

Distributor packages

Packages follow the same rules as any other order: unopened stock can be returned within 7 days, opened stock cannot. If you have already been registered as a distributor on the African Gem portal, tell us when you contact us so we can sort out the registration alongside the return.

How refunds are paid

Refunds go back to the bank account the payment came from, normally within 5 working days of us agreeing the refund. We’ll confirm by email when it has been sent.

Starting a return

Contact us with your order reference (AGH-XXXXXX) and tell us what went wrong.