Refund policy
Return and Refund Policy
Last updated: 6 August 2026
This Return and Refund Policy applies to purchases made from SRG Natural Herbs Trading LLC through the Karezz online store.
Company Details:
SRG Natural Herbs Trading LLC
133 Garden Street, Al Warsan 3, Dubai, United Arab Emirates
Phone: +971558704949
Email: info@srgherbs.com
1. Return Window
Customers may request a return within 14 days from the date the item is delivered.
To be eligible for a return, the item must be unused, unopened where applicable, in its original packaging, and in the same condition in which it was received.
2. Return Shipping Fee
A flat return shipping fee of AED 15 will apply to eligible customer-initiated returns.
This fee will not apply if the return is due to an incorrect, damaged, defective, or wrong item sent by us.
3. Items That Cannot Be Returned
For safety, hygiene, and quality reasons, the following items cannot be returned once opened, used, installed, or removed from their original sealed packaging:
- Food and beverage products, including matcha, coffee, honey, and similar items
- Supplements and wellness products, including ginseng capsules, liquids, sachets, and extracts
- Shower heads, shower filters, refill filters, and personal-care accessories that have been used or installed
- Cervical pillows and other personal comfort products that have been used
- Candles that have been burned, used, damaged, or removed from original saleable condition
- Products damaged due to misuse, improper storage, or customer handling
- Gift cards, if applicable
4. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@srgherbs.com.
Please include:
- Order number
- Clear photos or video of the product
- Photo of the outer packaging
- Description of the issue
Once reviewed and approved, we may offer a replacement, exchange, store credit, or refund depending on the case.
5. Refunds
Once we receive and inspect the returned item, we will notify you whether the refund has been approved.
Approved refunds will be processed to the original payment method where possible. Bank/payment provider processing times may vary.
Shipping charges and return shipping fees are non-refundable unless the return is due to our error, damaged goods, defective goods, or incorrect items.
6. Exchanges
Exchanges may be accepted for eligible unused and unopened items, subject to product availability.
If the requested replacement is unavailable, we may offer store credit or a refund.
7. Order Cancellations
Orders may be cancelled within 24 hours of placing the order, provided the order has not already been packed, dispatched, or handed over for delivery.
Once an order has been dispatched, it cannot be cancelled and will be treated under the return process.
8. How to Request a Return
To request a return, contact us at:
Email: info@srgherbs.com
Phone: +971558704949
Please include your order number and reason for return.
9. Important Note
We reserve the right to refuse returns that do not meet the conditions of this policy.