Returns

Return Policy

• Items must be unopened and in original condition
• Products must be in their original packaging
• Seals and safety shrink wraps must be intact
• Request must be made within 30 days of delivery
• Proof of purchase (order number or receipt) is required

Non-Returnable Items

• Opened jars, bottles, or containers
• Products with broken seals
• Gift sets with opened items
• Sale or clearance items (marked as final sale)
• Digital products or gift cards

How to Return an Item

1. Contact Us: Email us at returns@bittersweetherbfarm.com or call (413) 625-9091 with your order number and reason for return
2. Receive Authorization: We'll provide you with a Return Authorization (RA) number and return shipping instructions
3. Pack Your Items: Securely pack the items in their original packaging with the RA number clearly marked
4. Ship the Return: Send the package using a trackable shipping method (we recommend USPS or UPS)
5. Receive Your Refund: Once we receive and inspect your return, we'll process your refund within 5-7 business days

Return Shipping Costs

• Our Error: If we sent the wrong item, a damaged item, or a defective product, we'll provide a prepaid return shipping label
• Change of Mind: If you're returning an item for any other reason, you're responsible for return shipping costs
• Restocking Fee: A 15% restocking fee may apply to returns for reasons other than our error

Refunds

• Refunds are issued to the original payment method
• Processing time is 5-7 business days after we receive your return
• Your bank or credit card company may take an additional 5-10 business days to post the refund
• You'll receive an email confirmation once your refund is processed
• Original shipping charges are non-refundable (unless the return is due to our error)

Partial Refunds

• Items returned more than 30 days after delivery
• Items not in their original condition or with missing packaging
• Items returned without prior authorization (RA number)
• Items damaged after delivery (not caused by us or the carrier)

Exchanges

1. Contact us with your order number and the item you'd like to exchange
2. Specify what you'd like to receive instead
3. We'll send you a return authorization and exchange instructions
4. Once we receive your return, we'll ship your replacement item

Defective, Damaged, or Wrong Items

• Report Within 7 Days: Contact us within 7 days of delivery with photos of the issue
• Keep Everything: Retain all packaging materials, as they may be needed for carrier claims
• Immediate Replacement: We'll send a replacement right away or issue a full refund
• No Return Needed: In many cases, you can keep or dispose of the defective item—no return required

International Returns

• You are responsible for all return shipping costs and customs fees
• Returns must be sent via a trackable shipping method
• We cannot refund original shipping charges or customs duties
• Processing may take longer due to customs clearance
• We recommend contacting us before returning international orders to discuss alternatives

Gift Returns

• Contact us with the order number (if available) or gift receipt
• We'll issue a refund via store credit or gift card
• The original purchaser will not be notified of the return
• If you prefer an exchange, we'll ship a different item at no charge

Order Cancellations

• Before Shipment: Contact us immediately at info@bittersweetherbfarm.com or (413) 625-9091. If we can cancel before shipment, we'll issue a full refund.
• After Shipment: Once an order has shipped, it cannot be cancelled. You'll need to follow our return process once you receive the package.
• Refund Timeline: Cancellation refunds are typically processed within 3-5 business days

Quality Concerns

• Contact us within 30 days of delivery
• Tell us about your experience—your feedback helps us improve
• We'll offer a replacement, exchange, or full refund
• No need to return the product in most cases

Questions About Returns or Refunds?