Last updated: April 15th, 2023

At Hernest, we take great pride in the quality of our merchandise. Customers can initiate a return for eligible items within 30 days after receiving an order. Customers should contact us with any concerns about defective or damaged merchandise. Proof of purchase is required for all returns. We recommend reviewing our full return policy, including items ineligible for return, before starting the return process.

I. 30-DAY RETURN POLICY

We have full confidence that you will be delighted with your Hernest purchases. Our products are meticulously designed and crafted to meet your needs and expectations. However, we understand that there may be instances where a product does not meet your expectations. In such cases, we kindly ask you to review the terms and conditions regarding product returns, we are here to assist you. 

The Return

Return requests should be submitted within 30 days of receiving the item. Please be aware of the following conditions:

- Take photos of items and packaging condition before returning.

- Package items securely to prevent shipping damage.

- Only items in as-new condition are eligible for return.

- We reserve the right to deny refunds for items of unacceptable quality.

- A 20% restocking fee will be deducted from the order price for each returned item that is not due to quality issues.

- Repacking fees apply if original packaging is not available. (Orders over $300 require a 5% repacking fee, while orders of $300 or less require a $20 repacking fee.)

- No returns or refunds for clearance items, final sale items, or items damaged through normal wear and tear after delivery.

Upon receipt of your order, please carefully inspect your products for any damages. Any quality-related issues must be reported within 30 days of receiving the items. Cases reported after this period may not be accepted and may be subject to shipping and tech fees if a replacement is necessary.

Furthermore, instead of offering exchanges for returned products, Hernest will process all exchanges as regular returns in accordance with the Return Policy guidelines. Following this, you have the option to purchase a new item at your convenience.

The Refund

Please note that there is a 20% restocking fee for all returned items that are not due to quality issues, this fee is deducted from your refund.

Shipping fees as well as additional service fees paid for Room of Choice or White Glove service will not be refunded. You may also be charged a repacking fee per item if the item is not returned in its original package. (Orders over $300 require a 5% repacking fee, while orders of $300 or less require a $20 repacking fee. ) if the item is not returned in its original packaging.

Regarding refunds, we differentiate between two scenarios: 

- Refund only (no return): Upon request acceptance, Refund will commence within 3 business days. Where possible, 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.
- Refund with return: Refund will commence within 7 business days after all returned items have been sent back to our warehouse. Where possible, 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.

II. MODIFICATION OR CANCELLATION OF ORDER

If you wish to modify or cancel your order, please contact us before your shipment is processed. You will receive a pre-shipment notification, giving you 24 hours to request changes or cancellations without incurring fees. After this time frame, a 20% restocking fee may be applied for any changes or cancellations.

Please note that order changes, cancellations, or refunds are not possible for items marked as 'Clearance', 'Final Sale', or any display items or items damaged through normal wear and tear after delivery.

In the event you decide to cancel your existing order and place a new one, please be aware that a new 'Estimated Delivery' date will be provided at the time of the new purchase.

Cancellation of Orders Using Discount Vouchers：

When canceling any item(s) in an order with a discount voucher/coupon applied, the refund will be based on the final paid price after the discount, which is proportionally distributed among the items in the order according to their values. The value discount will be allocated as follows: (Each line item’s purchase price / total order value) x discount voucher value.

- 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.

Refund Formula

Below are example scenarios, the tables below explain how the Refund Amount will be calculated. (For reference only, prices are based on the listed sales prices on the page.) 

Scenario I: A customer made an order with 2 line items, in which Final Price Paid for the order was $1,100 (total order value was $1,150 with $50 discount coupon applied). This order was cancelled within 3 business days after delivery date due to customer bought by mistake, so restocking fees apply.

Scenario II: A customer made an order for HNFTCT-60103 with 5% off discount applied. This order was cancelled within 3 business days after delivery date due to customer bought by mistake and did not return the product in its original package, so restocking fees and repacking fees apply.

For specific inquiries, please email us at service@hernest.com to address any concerns.

ANY FURTHER QUERIES?

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