Last updated on May 21, 2026
Our Promise to You
At Hernest, your satisfaction drives everything we do. If your Hernest purchase falls short of expectations, we accept returns of eligible items within 60 days of delivery — no complicated hoops.
Two Types of Returns
Return Condition Requirements：
- Only items in as-new condition can be returned.
- Products with scratches, stains, damages, drilling, or any other modification will not be accepted.
- All original tags, hardware, and accessories must remain intact.
Packaging Requirements：
- Returns must include all original packaging materials to ensure safe transport. Items returned without the original manufacturer's packaging may not qualify for refund eligibility.
- Certain items cannot be returned, exchanged, or canceled for non-quality-related reasons, including clearance items, final sale items, or items damaged through normal wear and tear after delivery.
Damaged or Defective Items
We stand behind every piece we sell. While rare, damage and defects do happen.
What to do upon delivery:
- Inspect your item immediately when it arrives.
- If damage is visible, accept delivery but document "damaged upon arrival" with the carrier's acknowledgment.
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Report any damage within 7 days of delivery by emailing service@hernest.com with:
- Clear photos of the damaged item and its original packaging
- Your order number
⚠️ If you are storing items during renovations or for another reason, inspect them before moving them into storage. The 7-day claim window applies from the date of delivery, not from the date you unbox.
How we resolve it:
Depending on the nature and severity of the issue, Hernest will offer the most appropriate resolution available.
If the item is unusable or the damage is significant, we recommend refusing delivery when possible. For minor issues that do not affect the item’s function, such as a small scratch or cosmetic imperfection, you may accept the delivery and contact us afterward so we can review the case and assist you further.
How to Start a Return
Email service@hernest.com with subject: Return Request — [Order Number]
Include your order number, reason for return, and photos of the item in its current condition
Our team will respond within 24-48 hours with next steps and a return authorization
Questions? Call us at 877-308-0527 or use Live Chat on hernest.com
Return Process
Repackaging Fee
To facilitate a smooth return and inspection process, we appreciate items being returned in their original, protective packaging. Should you need to use alternate packaging, please ensure it provides ample protection for transit. In such cases, a $50 repackaging fee per item will be applied to cover the additional materials and processing required. For your records, we suggest taking a brief photo of the item and its packaging before handing it to our delivery partner
Helpful Tip
To avoid any issues with your return, we strongly recommend keeping all original packaging for at least 60 days after delivery.
Refund
- A 20% restocking fee applies to non-defective refund requests during shipment or after delivery. This fee will be deducted from your refund.
- Delivery Fee: Non-refundable once the service has been performed.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Delivery & Assembly Service Fees
Delivery Fee: Non-refundable once the service has been performed.
If a return is initiated after delivery, original packaging must be intact and provided for the return.
Refunds Handling Time
Refund-only requests (no return required) will be processed within 3 business days of approval.
For returns requiring item shipment, refunds will be processed within 7 business days after we receive all items at our warehouse.
Refunds will be issued in the original form of payment. For credit cards, depending on your card issuer's policy, it may take up to 3 to 5 business days for the refund to appear on your account.
Exchange
We’re happy to help you exchange an item for a different size, color, style, or another piece that better suits your home. All exchanges must be requested within 60 days of delivery, and the returned item must be in new, unused, and resaleable condition.
Before Your Order Ships
You can exchange for a different item at no additional charge except for any price difference. If the new item costs more, you’ll simply pay the difference(taxes included). If it costs less, we’ll refund the difference(taxes included).
After Your Order Ships
Exchanges for shipped items are subject to:
- 15% restocking fee
- $100 reshipping fee for the replacement item
- Any price difference between the original and new item
- Applicable add-on service fees (e.g., White Glove Delivery)
Proof of Purchase
A valid proof of purchase is required for any exchange. We accept:
- Your order number
- Photos of the item clearly showing the Hernest logo and product label
- The email address used at checkout
- Credit card or PayPal transaction ID
We cannot process exchanges without valid proof of purchase.
Order Change or Cancellation
You may modify or cancel your order of placement and before the item ships, at no charge. Once the item has entered fulfillment, a 20% restocking fee applies to any cancellation.
Upon canceling items in your order, the total value of the original discount voucher will not be redistributed. However, the remaining items will retain their initial discount value. Discount codes and vouchers are single-use and non-transferable, except where specified in the Order Change and Cancellation Policy.
Why a 20% Restocking Fee?
We believe in being honest about our costs. Accepting returned furniture places a real operational burden on our team — receiving, inspecting, and restocking each piece requires significant time and resources. A meaningful portion of returned products also cannot be resold due to packaging damage or transit wear.
The 20% restocking fee covers return shipping logistics, handling, inspection, and restocking — so you don't need to separately arrange or pay for a return carrier. To offset these operational costs, we have to impose restocking fees on returned items.