Refund policy

RETURN, REFUND & EXCHANGE POLICY

At HERS & CO. , we strive to provide a seamless shopping experience. This policy outlines the process for returns, refunds, and exchanges. Please review carefully before placing your order.

Important Note:
Replacement is not guaranteed in any scenario. Any voucher or store credit issued is a goodwill gesture and not an automatic customer entitlement.
Case 1: Damaged, Leaked, Incorrect, or Missing Items

1a. Complaint Timelines
• Damaged, broken, leaked, or missing items must be reported within 24 hours of delivery
• Incorrect items (wrong shade, variant, or product) must be reported within 24 hours of delivery
• Requests raised after this window will not be entertained

1b. Verification Requirements
To process your claim, the following are mandatory:
• Clear image of the order invoice attached to the parcel

Additional verification may include:
• Product images
• Packaging images
• Unboxing video (recommended, if available)

1c. Reverse Pickup
• Once your complaint is reviewed and approved (within 48 hours), a reverse pickup may be arranged via our courier partner, where applicable
• Reverse pickup eligibility depends on issue type and verification

1d. Product Condition & Quality Check (QC)
Returned items must be:
• Unused
• In original condition
• With seals, tags, packaging, and accessories intact

All returned items undergo a Quality Check at our warehouse. Claims may be rejected if items are found used, tampered with, or damaged.

Brand Warranty Items:
Certain items (e.g., grooming or electrical tools) are covered under brand warranty and will be forwarded for assessment according to brand policy.

1e. Resolution
If the claim is verified:
• Damaged / leaked / incorrect items: Store voucher issued (value varies by case)
• Missing items: Dispatch footage will be reviewed
• If confirmed missing → voucher equal to item value
• If dispatch is verified → claim closed and considered final

All vouchers are issued as store credit and must be redeemed by placing a new order.

Case 2: Exchange or Change of Mind

If you wish to return an item due to change of mind (wrong shade, type, or preference):
• Product must be unused, sealed, and in original packaging
• Once received and QC approved, refund or exchange will be processed
• A PKR 200 handling fee will be deducted (or charged on exchange delivery) to cover logistics costs

Case 3: Out-of-Stock Items
• If a prepaid item is unavailable after order confirmation, a monetary refund will be issued
• Bank details will be collected by our support team
• Refunds are processed within 48–72 working hours
Timelines
• Reverse Pickup: 10–15 working days (subject to courier schedules)
• Full Resolution Process: Up to 15 working days, including pickup, QC, and final decision