REFUND & CANCELLATION POLICY

Effective Date: August 25, 2026

This policy explains when and how orders placed on the VYNEHERB website (operated by WEGLOW US, Inc., “VYNEHERB,” “we,” “us”) can be cancelled, and how refunds are handled. Some of our products (“PRO products”) require a health intake that is reviewed by a licensed practitioner before shipping; the cancellation window differs depending on whether your order contains PRO products.

1. Cancelling an Order Yourself

You can cancel eligible orders directly from your account: sign in at MY PAGE, open the order, and select “Cancel this order.” The refund is issued to your original payment method immediately and typically appears within 5–10 business days, depending on your card issuer. Orders placed as a guest can be cancelled the same way after signing in with the email used at checkout — your orders attach to your account automatically.

2. Cancellation Windows

• Orders with general products only — you may cancel at any time until the order ships (i.e., until a tracking number is issued). Once shipped, the order can no longer be cancelled.
• Orders containing PRO products (alone or mixed with general products) — you may cancel at any time until your practitioner approves the prescription. This includes while your health intake is pending, under review, or when additional information has been requested. Once the practitioner has completed and approved the review, the order can no longer be cancelled, as preparation and dispatch begin immediately after approval.
• Cancellation applies to the entire order — individual items cannot be cancelled separately by the customer.
• Once packing has started — if your order has already been handed to our fulfillment team, online self-cancellation is closed even if it hasn’t shipped yet. Reply to any of our order emails right away and we’ll try to intercept it before it leaves.

3. If the Practitioner Declines the Prescription

Your safety comes first. If the reviewing practitioner determines a PRO product is not safe for you:

• PRO-only orders are cancelled and refunded in full automatically — no action needed on your part.
• Mixed orders (PRO + general products): the PRO items are cancelled and refunded automatically, and the general products still ship as ordered.

You will receive an email from your practitioner explaining the decision, and a refund confirmation once the refund is processed.

4. Shipping-Fee Adjustment on Partial Refunds

Orders of $100 or more ship free; orders under $100 carry a $7 standard shipping fee. If part of your order is cancelled and the remaining items no longer meet the $100 free-shipping threshold, the $7 standard shipping fee is deducted from the refund, since the remaining items still ship. If your order already included a shipping fee at checkout, no additional deduction is made. The exact refund amount is always itemized in your refund email and in your order details on MY PAGE.

5. Returns & Exchanges After Delivery

• Return window — our policy lasts 30 days. If 30 days have gone by since your delivery was completed, we unfortunately can’t offer a refund or exchange.
• Eligibility — items must be unopened, in original condition, and in their original packaging. For safety and quality reasons, ingestible products that have been opened cannot be returned, except where they arrived damaged or defective.
• Prescription (PRO) products — we cannot issue refunds or accept returns of practitioner-reviewed products for reuse or resale; once delivered, all sales of PRO products are final.
• Return shipping — customers are responsible for their own return shipping costs; a $7 return shipping fee is deducted from the refund. For items over $75, we recommend a trackable shipping service. Contact us first to arrange any return.
• Defective, damaged, or wrong items — we replace them at no cost, with shipping covered by VYNEHERB. Contact us with a photo of what you received.
• Exchanges — allowed within 30 days of shipping. Exchanging for a different item of equal value carries a $14 shipping fee.
• Bundles — bundle discounts apply only when all bundled items are kept. If any bundled item is returned, the refund is recalculated at the original individual product prices, removing the discount.
• Partial returns & free shipping — free shipping applies only when the final kept-items subtotal stays over $100. If a partial return drops the kept subtotal below $100, the $7 outbound shipping fee is deducted from the refund.
• Lost packages — if tracking shows no movement or the carrier confirms the package lost, contact us and we will reship or refund the order.

6. Refund Method & Timing

All refunds are issued to the original payment method through our payment processor (Stripe). Refunds are initiated immediately upon cancellation and typically appear on your statement within 5–10 business days; timing beyond that is controlled by your bank or card issuer. We do not offer refunds to a different card, account, or in cash.

7. Questions

Reply to any VYNEHERB order email, or reach out through the contact options on our site — we’re happy to help.