We offer a full money-back guarantee on all purchases made on our website but under certain conditions. We invite you to read the condition explained in more detail below, in order to see the condition that applies to your situation, while following the correct procedure.
If you are unhappy with the product that you have purchased from us, please let us know. Our Returns and Refund Policy gives you 7 days to return or exchange an item purchased online with a valid receipt. You are eligible for a full refund within 7 days of the delivery date. After the 7-day period, we cannot offer you a refund or exchange. We encourage our customers to try the product in the first 3 days after the delivery to ensure it meets your needs.
However, unless arriving damaged or defective, custom or personalized orders can't be returned or exchanged because of their nature. We have the right to review refund/exchange requests on a case-by-case basis. Due to the custom nature of many of our items, refunds/exchanges are not available unless we made an error during production. If you believe we made a mistake on your order, please send us a photo of the error via message so that we can authorize a replacement or refund.
Refunds/exchanges are not available in the following circumstances (but are not limited to):
- Incorrect spelling within an order (made by the customer at the time of ordering)
- Incorrect shipping address (placed by the customer)
- Wrong product ordered by the customer
- Shipping delays
- Personalized items
- Requests made after 7 days of product receipt
If you want a refund or an exchange, you must request it in writing via conversation within 7 days of receipt. If you want a refund or an exchange for an item that was damaged in transit, you must include clear images of the damage in your message. Photo evidence will be sufficient for any discussion.
The customer is responsible for ensuring that their order is correct at placement. By purchasing a product from us, the customer agrees to the terms and conditions of these policies. Please email us at hi@herago.com to start a return. We will not accept items sent back to us without first requesting a return.
Exchanges and Refunds (if applicable)
We only exchange products if they are defective or damaged. If you need to exchange it for the same item or have any questions about our exchanges and refunds, please send us an email at: hi@herago.com
To be eligible for a refund or exchange, all products must be packed in the original, unmarked packaging including any accessories, labels, free gifts, manuals, and documentation that were shipped with the product. If the product is returned unopened in the original box, we will exchange it or offer you a refund based on your original method of payment excluding any shipping charges (other than the original shipping costs invoiced).
Once your product is returned and inspected, we will send you an email to notify you that we have received your returned package. We will also inform you if your refund has been approved or refused.
If your request is approved, your refund will be processed, and a credit will be automatically applied to your credit card or your original payment method within 14 calendar days. If you have paid for the standard delivery of the goods, the cost of standard delivery will be also refunded.
In some cases, only partial refunds are granted (if applicable):
- Products with obvious signs of use.
- Any product that is not in its original condition is damaged or missing parts for reasons that are not due to our error.
- Any product returned more than 30 days after delivery.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at: hi@herago.com
Final sale items
We do not offer refunds for final sale items unless they are defective or damaged.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or if the customer has had the order shipped to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please email us at: hi@herago.com, and send your package with your order ID and contact details.
You will be responsible for paying your own shipping costs to return your product unless the product is defective or damaged. Shipping costs are not refundable. If you receive a refund, the refund shipping cost will be deducted from your refund. Depending on where you live, the time it takes for your replaced product to reach you may vary. You should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned product.
