Refund policy

At Hergems, we want you to feel confident when shopping with us. This policy explains how returns and refunds work, which products qualify for returns, and what to expect throughout the refund process.

If you have any questions, please contact us:

Email: support@hergems.com

1. Return Window

You may request a return within 30 days of the delivery date.

Return requests submitted more than 30 days after delivery cannot be accepted.

Please refer to your order tracking information to confirm the delivery date.

2. Eligible Return Conditions

To qualify for a return, items must meet all of the following conditions:

Unused and in the same condition as received
Returned in the original packaging
Include all accessories, manuals, hardware, and included components
Include the original order number or proof of purchase

Items that do not meet these requirements may not qualify for a refund.

3. Non-Returnable Items

We cannot accept returns for:

Items returned more than 30 days after delivery
Products that have been used, installed, modified, or damaged after delivery
Products missing original packaging or included accessories
Custom-made or personalized products, if applicable
Items that do not meet the return requirements listed above

4. How to Start a Return

Step 1

Email support@hergems.com with:

Order number
Reason for the return
Photos of the item if it is damaged or defective

Step 2

Our customer support team will review your request and respond within one business day with return instructions if your return is approved.

Step 3

Package the item securely and ship it using a trackable shipping method.

We recommend keeping your return tracking information until the return process is complete.

Step 4

Once the returned item has been received and inspected, we will notify you whether your refund has been approved or denied.

5. Return Shipping Costs

If the Return Is Due to Our Error

Examples include:

Defective products
Items damaged during transit
Incorrect items received

In these cases, we may provide return shipping assistance at no additional cost.

Customer-Initiated Returns

Examples include:

Changed your mind
Ordered the wrong product
Product does not match your space or preferences

For these returns, customers are generally responsible for return shipping costs.

We do not charge restocking fees.

6. Return Address

Please do not send returned items without first contacting us and receiving return instructions.

The appropriate return address and shipping details will be provided by our support team after your return request has been reviewed.

7. Refund Process

After we receive your returned item, it will be inspected within approximately 2 business days.

You will receive an email notification confirming whether your refund has been approved.

If approved:

Refunds will be issued to the original payment method used during purchase.
Refunds are typically processed within 5 business days after approval.
Additional processing time may be required by your payment provider or financial institution.

For security reasons, refunds can only be issued to the original payment method used for the transaction.