Return & Refund Policy
At herloving.com, we are dedicated to providing high-quality intimate apparel, shapewear, and swimwear to our customers. We understand that occasionally, circumstances may require you to return or seek a refund for your purchase. If for any reason you are not completely satisfied, we offer a 30-day return policy. You have 30 days from the date of receiving your item to request a return. Any return request after 30 days will not be honored.
This policy outlines the terms and conditions governing returns and refunds for items purchased on herloving.com.
1. Eligibility for Returns and Refunds
– Defective or Damaged Products: You are eligible for a full return or refund if the item you received is damaged, defective, or does not match the product description. This includes manufacturing defects and quality issues.
– Wrong Product: If you receive an item that is not the one you ordered, we will facilitate a return or exchange at no cost to you.
– Personal Reasons: If you wish to return an item for personal reasons (e.g., changed your mind, wrong size ordered), the items must be unworn, unwashed, and in original condition with all tags and hygienic liners attached. Return shipping costs are the customer's responsibility in this case.
2. Non-Returnable Items
The following items are not eligible for return or exchange:
– Panties, underwear, or any items that have been worn or are without original hygiene seals.
– Items showing signs of wear, staining, perfume odor, or damage caused by the customer.
– Clearance items or items purchased with gift cards or store credit.
– Items returned more than 30 days after delivery.
3. Return Process
To initiate a return, please contact our customer support team via email at support@herloving.com. Include the following:
– Your order number
– The reason for the return
– Clear photos of the item (required for defective or damaged claims)
Our team will respond within 1 business day and provide you with the return address of the nearest warehouse and any applicable instructions. Please do not ship items back without first receiving return instructions, as returns sent to the wrong address cannot be processed.
4. Conditions for Returns
– Items must be returned in their original condition, including all labels, hang tags, and original packaging.
– Items must show no signs of wear, use, washing, or damage.
– We reserve the right to reject a return if these conditions are not met.
5. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund within 1–2 business days.
– Approved refunds will be credited to your original payment method.
– Please allow 5–10 business days for the refund to appear, depending on your card issuer or payment provider.
– Original shipping fees are non-refundable unless the return is due to our error (wrong item, defective product).
Refund timelines by payment method:
– PayPal: 5–7 business days
– Credit/Debit card: 5–10 business days
6. Return Shipping Costs
– If the return is due to our error (wrong item shipped, quality defect): We cover return shipping in full. A prepaid label will be provided or return costs reimbursed.
– If the return is for personal reasons (changed mind, wrong size ordered): The customer is responsible for return shipping costs. We recommend using a trackable shipping service for returns over $10 in value.
Note: Original outbound shipping fees are non-refundable in all cases.
7. Exchanges
We are happy to facilitate exchanges for a different size or color.
– Within 60 minutes of placing your order: Contact us immediately at support@herloving.com to request a change before the order is processed.
– Within 7 business days of receiving your item: Contact us and we will guide you through the exchange process. There are no additional handling fees for exchanges on defective or incorrect items.
8. Order Cancellation
If you wish to cancel your order before it has shipped, please contact us immediately at support@herloving.com. We will process the cancellation and issue a full refund with no handling fee. Once the order has been shipped, our standard return policy applies.
9. Undelivered or Lost Packages
If your tracking shows "delivered" but you have not received your package:
– Check all delivery locations around your property.
– Check with neighbors or your building's mail room.
– Contact the shipping carrier directly with your tracking number.
– If still unresolved, contact us at support@herloving.com with your order number and tracking details, and we will investigate on your behalf.
10. Duties and Taxes
Please note that import duties, taxes, and customs fees may apply depending on your country and are not included in the item price or shipping cost at checkout. These charges are determined by your local customs authority and are the customer's responsibility. We are unable to estimate or guarantee the amount of these charges. If a package is returned or destroyed because you refuse to pay applicable duties, the resulting charges will be deducted from your refund.
11. Contact Us
For any questions or concerns about returns and refunds, please reach out to our customer support team:
Email: support@herloving.com
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)
We aim to respond to all inquiries within 1 business day.
Company: Yinchuan Jituo Technology Co., Ltd.
Business Address: Room 144 (Duplex), Building 24, Ningxia International Trade City, North Side of Beita East Road, Xingqing District, Yinchuan, Ningxia, China
Note: herloving.com reserves the right to update and modify this Return and Refund Policy at any time. It is your responsibility to review this policy periodically. Your continued use of our website constitutes acceptance of the current policy.
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