Refund Policy

Refund Policy

Effective Date: January 29, 2026 — Updated February 18, 2026

30-Day Money-Back Guarantee

At Heil Ginseng, we stand behind the quality of our products. If you’re not completely satisfied with your purchase, we offer a 30-day money-back guarantee from the date of delivery.

Eligibility

To be eligible for a refund:

  • Request must be made within 30 days of delivery
  • Product must be in original condition with at least 50% remaining
  • Original packaging must be included
  • Proof of purchase required

Non-Refundable Items

  • Opened products with less than 50% remaining
  • Products damaged due to misuse

Note: Items purchased with a discount code (e.g., HORSE15) are fully eligible for refund under our standard policy. The exclusions above apply only to products damaged through misuse or with insufficient quantity remaining.

How to Request a Refund

Email us at support@heilginseng.com or compliance@heilginseng.com with:

  • Your order number
  • Reason for return
  • Photos of the product (if applicable)

Domestic (US) returns: We will provide a prepaid return shipping label at no cost to you, along with return instructions via email.

International Returns

For orders shipped outside the United States (including Hong Kong and other international destinations):

  • Return shipping costs: The customer is responsible for all return shipping costs. We do not provide prepaid labels for international returns.
  • Refund processing: Refunds will be issued upon receipt and inspection of the returned product. The refund amount will be the product purchase price minus the original outbound shipping cost.
  • Refused or unclaimed packages: If a package is refused at customs or goes unclaimed and is returned to us, a refund will be issued for the product price only, minus all outbound shipping costs and any return freight or duty costs incurred by Heil Ginseng.
  • Customs delays: Delays caused by customs inspection are not eligible for refund or replacement. Heil Ginseng is not responsible for customs holds, seizures, or clearance delays.
  • Import duties and taxes: Any import duties, taxes, or customs fees paid by the customer are non-refundable.

Refund Processing

Once we receive your return:

  • Inspection: 2–3 business days
  • Approval notification: 1 business day
  • Refund processed: 5–7 business days to original payment method

Exchanges

We’re happy to exchange products if you received the wrong item or if there’s a defect. Contact us at support@heilginseng.com. International exchanges may require customer to pay return shipping before the exchange is processed.

Contact Us

Questions about our refund policy? Contact us:

Email: support@heilginseng.com
Compliance: compliance@heilginseng.com
Phone: (715) 352-7200
Hours: Monday–Friday, 9:00 AM – 5:00 PM CST