Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@herelleskin.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@herelleskin.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@herelleskin.com.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@herelleskin.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@herelleskin.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@herelleskin.com.
8. RETURNS AND REFUNDS
8.1 Only if the Customer who enters into the contract is a Consumer (meaning by this definition any natural person who acts on the site for purposes unrelated to any entrepreneurial or professional activity carried out), will have the right to withdraw from the contract concluded with the Seller, without any penalty and without specifying the reason, within the term fourteen (14) working days, commencing from the day of receipt of the products purchased on the site.
8.2 In order to exercise the right of withdrawal, the Customer must send within the term of 48h (2) working days commencing from the day of receipt of the Products an e-mail to info@herellenbeauty.com specifying the Order number and the item code(s) for which it intends to make use of the right of withdrawal.
8.3 Following receipt of the e-mail referred to in the preceding article, the Customer will receive all instructions for the return of the Product(s).
8.4 The right of withdrawal is subject to the following conditions: - the returned Product(s) must be returned in their entirety and not on parts or components of them even in the case of kits; - the returned Product(s) must not have been used, worn, washed or damaged; - the returned Product(s) must be returned in their original undamaged packaging; - the returned Product(s) must be sent to the Seller in a single shipment. The Seller reserves the right not to accept Products of the same Order returned and shipped at different times; - the returned Products must be delivered to the courier within fourteen (14) working days from the date on which you received the products; - in cases where the Seller, in exchange for the purchase of a specific package of Products, offers the possibility to purchase them at a lower price than the ordinary price practiced by purchasing them individually (e.g. 5x4, 3x2 etc.), the right of withdrawal may also be exercised by returning only some of the products purchased: in this case, the price will be recalculated by taking as a reference the price normally charged for the purchase of the single product. In all other hypotheses (e.g. combined sales, prize operations, etc. etc.) the right of withdrawal may be exercised only with the return of all the Products purchased, thus excluding partial returns.
8.6 In case of return, shipping costs shall be borne by the Customer.
8.7 The Seller also undertakes to bear the initial shipping costs of the Products exclusively in case of damage to the same due to transportation or errors in shipping by the Seller itself. Only in such cases, the Seller will also refund the amount that the Customer has paid as shipping costs. The Seller will send an express courier to pick up the Product at the domicile indicated by the Customer.
8.8 For the return, the Customer shall use only the Courier indicated by the Seller in the return instructions: in this way, the Customer shall not have to make the payment of the costs borne by him/her for the return of the purchased products himself/herself because such payment will be made, on his/her behalf, directly by the Seller. Thereafter, the Seller, except as provided in paragraph 8.7 above and for cases of return due to product defect, will deduct from the refund to the Customer due a lump sum equal to the cost previously incurred for the shipment and delivery to the Customer's home of the purchased products, or the shipping costs normally provided for the Country of delivery. In addition, from the moment of the return of the purchased products to the shipper indicated by the Seller in the online return form, the Seller releases the Customer from any liability in case of loss or damage of the products during transportation.
8.9 In the event that the right of withdrawal is exercised without complying with the above procedures (e.g. beyond the 14 days provided by law, or without having followed the return instructions), the Seller will resend the purchased Products back to the Customer, also charging him/her the additional shipping costs.
8.10 The Right of Withdrawal cannot be applied in the case of customized products at the express request of the Customer when placing the Order.