2.1 Return & Refund commitment
The following commitments apply to all the purchases with HERWINTER:
Purchasing with HERWINTER means that you have fully understood and agreed to all our policies and terms.
Any concern on returning the purchased product(s) that is sent to our support email address (firstname.lastname@example.org) within 5 days from the arrival date will be eligible for a return/refund consideration.
A return request email is required for every returned product and all the returned products without our prior permission will not be refunded.
All the shipping fees for the return/exchange of the product will be at your expense.
2.2. Return & Refund eligibility requirements
All the purchases will not be entitled to a return acceptance and/or a refund or a replacement excepting the following cases:
- The product has been flawed, blemished or damaged.
- You received an incorrect item (wrong size, wrong color,…).
- A part of your item is missing.
Restriction: We only accept returns that were confirmed and authorized by our Customer Service. Any other return without our prior acceptance will not be refunded.
In case of a return, the product(s) must be returned with its original packages, unused, including all the accessories attached. Customers will be responsible for the package in case it is lost in transit or is not in its original condition.
Once the returned item is delivered to our warehouse, we will check the product condition and inform you about the refund within 5 – 7 days from the arrival date. If the returned product is confirmed as new, its original packages, unused, including all the accessories attached, we will fully refund you the amount of your total order, excluding the return shipping fee.
2.3 Return required procedure
Our production and fulfillment department always commits the product will be shipped in perfect condition. However, there can be a mistake during our process that leads to your concern about the return. In such these cases, please follow all the instructions below:
- Every return must be initiated with a return request sent to our support email address (email@example.com) within 5 days from the arrival date of the package (the arrival date is defined as the date that shows the “delivered” status of the tracking number of your package). For each item, please send us your return reason along with evidence (photo, video,…) showing that the product is still in its original condition (new, unused) and the proof of purchase (shipping label).
- Once we receive your request, we will consider your request and you will be responded to in 24-48 hours by our Customer service officer.
- We are willing to assist you to complete the return process as long as you reply to our email. Therefore, if there is not any response from you in 5 days from the date you initiate your return request, your request will be permanently refused.
- After you receive our return confirmation, please return the package in 3 days. After returning the product, please send us the shipping label and the tracking number of your return as proof that you return in time.
2.4 Late or missing refund
Normally, we will complete a refund process in 5 – 7 days. However, the process may be delayed or failed due to a systematic error so if you have not received your money until 15 days, please check your bank account first.
If there is an error or late refund from the bank, please contact us via our support email (firstname.lastname@example.org) for further support.
If you would like to cancel your order, please make sure to email us at email@example.com within 6 hours from the purchasing time. Every cancellation request made later than 6 hours will not be accepted.
All the order information will be automatically printed in a shipping label as well as other process fees after you check out cost us 10% of your total order so please be informed that this cost will be charged for your cancellation.
2.6 Order revision
After you place an order, we will give you 12 hours to revise it so if you would like to change any information in your order, make sure that you contact us before 12 hours is passed.
Besides, if you found that you ordered the wrong product and would like to re-order, email us immediately via our support email firstname.lastname@example.org within 12 hours from the purchasing time.
In case you would like to change the variant you ordered, you only need to inform us:
- The new order has the same price as the old order, we will assist you to change it on our system
- The new order has a lower price than the old order, we will assist you to change it on our system and refund the rest of the order's amount you paid to your account in 5-7 days (based on your bank)
- The new order has a higher price than the old order, we will cancel your previous order and give you a discount code with the same amount as your previous order so that you can order again.