Last updated: Aug 20, 2024
Our Promise to You
At Hernest, we believe that customer satisfaction is paramount, and we are dedicated to upholding the highest standards of quality and service. If you are ever unsatisfied, we will do our best to make things right.
Worry-Free Return
We will accept returns and exchanges of eligible items in new and unused/resealable condition within 30 days of receipt, at our sole discretion. Once the transaction has been verified and the return/exchange approved, we will send a return label, and you need to arrange the return within 14 days. For returns not due to quality problems, a 20% restocking fee (which includes return shipping fee, restocking fee, etc.) will be deducted. Certain items cannot be returned, exchanged, or canceled, including: clearance items, final sale items, or items damaged through normal wear and tear after delivery.
Starting a Return Process
Proof of Purchase
To validate the return or exchange, please provide any of the following information:
- Valid Order Number
- Take photos of items including the Hernest logo and product label
- Email address used at the time of purchase
- Transaction ID of credit card / PP used at the time of purchase
We are unable to accept any items for return or exchange without proof of purchase.
Return Items to Hernest Warehouse
Upon approval of your return request, we will send you a return label with the appropriate return address. You would have 14 days to return. Items without a Return Authorization (RA) or returned after 14 days will be rejected and sent back to you. We can not accept returns without original packaging and reserve the right to deny refunds for items of unacceptable quality.
You are also allowed to choose other logistics providers to return, but please contact our CS team to confirm the return address. After sending out the item, you will be required to provide a valid tracking number.
Please note: Do not return to the address on the package without permission, otherwise we reserve the right to refuse a refund.
Pre-Shipment Cancellation:
You can modify or cancel your order before the item is shipped without incurring any fees.
Cancellation of Orders Using Discount Vouchers：
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.
Starting a Refund Process
For orders that require a refund during shipment or after delivery, but not due to quality issues, we will also require a 20% restocking fee (which includes the return shipping, restocking, etc.). This fee will be deducted from your refund.
Handling Time of Refunds:
- Refund only (no return): Upon request acceptance, refund will commence within 3 business days.
- Refund with return: Refund will commence within 7 business days after all returned items have been sent back to our warehouse.
Funds will be processed back in the same way they were paid to Hernest, i.e. back to your Credit Card, PayPal, or Bank Account. For credit cards, depending on your card issuer's policy, it may take up to 5 to 7 business days for the refund to appear on your account. However, refunds for some banks may only be reflected in your next monthly statement.
Why Do You Have a Restocking Fee Policy for Returns?
Accepting returned items places a substantial burden on our operations. The process of receiving, inspecting, and restocking merchandise requires extensive time, effort, and resources from our team. Furthermore, a significant portion of returned products cannot be resold due to improper packaging or transit-related damage. To offset these operational costs, as well as the cost of return shipping fees that we incur, we have to impose restocking fees on returned items.