Return and Refund Policy
Our return policy provides for a period of 30 days from receipt of the product, in accordance with the applicable provisions on consumers' right of withdrawal.
If more than 30 days have passed since you received your order, we generally can no longer accept a return request under the right of withdrawal, except where specific legal warranties or provisions remain applicable.
CANCELLING AN ORDER
If, during the week, you change your mind within 24 hours of placing your order, we can cancel and refund it directly, provided it has not already been processed or dispatched.
We generally allow a 24-hour delay before processing an order, to allow for correction of any error in the delivery details or to take into account a change of mind.
After this period, if the order has already been processed or dispatched, immediate cancellation may no longer be possible. In that case, you may exercise your right of withdrawal under the conditions provided for by the applicable regulations after receiving your order.
RETURN CONDITIONS
To be eligible for a return under the right of withdrawal, the item must be returned in a condition that allows its nature, characteristics and proper functioning to be established.
Where possible, the product must be returned in its original packaging, together with any accessories and documents.
Direct return costs are the customer's responsibility where they have been informed of this beforehand and where the applicable regulations permit it.
The return address will be provided by our customer service team. Never return an item to the manufacturer's address or to any other address that has not been communicated to you by Hera Design.
PRODUCTS THAT CANNOT BE RETURNED
Certain products may be excluded from the right of withdrawal where the law provides for this.
This may in particular include:
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items unsealed after delivery that cannot be returned for hygiene or health protection reasons;
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personalised products or those made to the customer's specifications;
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products liable to deteriorate or expire quickly;
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digital content supplied immediately after the customer's express agreement, where the legal conditions for excluding the right of withdrawal are met;
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gift cards, where their nature or use justifies this exclusion.
Applicable exclusions depend on the exact nature of the product and the legal provisions in force.
ORDER VERIFICATION
To process your return request, we need to verify that it relates to an order placed with Hera Design.
We may ask you for:
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your order number;
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the email address used when placing the order;
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your first and last name;
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proof of purchase or any other information needed to identify the order.
RETURN VALIDATION
To validate your return, we need to be able to confirm that the parcel has indeed been sent to the return address provided by our customer service team.
Depending on the situation, we may:
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wait for the parcel to actually be received at the return address provided; or
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ask you for proof of dispatch, such as a postal receipt or other document containing tracking information.
In some cases, we may ask you to wait for the parcel to be received rather than simply sending us proof of dispatch.
An inspection of the product may be required before a refund or exchange request is finally processed.
DAMAGED OR FAULTY ITEM
If you receive an item that appears damaged, faulty or not as ordered, please contact us promptly at:
We may ask you for photographs or a video of the product so that we can assess the issue and determine the appropriate solution.
If you are unable to provide photographs or videos, we may ask you to return the product so it can be inspected.
Once the parcel has been received, an inspection may be carried out before the appropriate solution is implemented.
Where the examination of the product shows that it does not have the reported defect or damage, we will inform you and may, where relevant, send you photographs or any other evidence documenting our findings.
Consumers' rights relating to legal warranties remain applicable regardless of this verification process.
PROCESSING REFUNDS
Once we have received and, where necessary, inspected the returned item, we will email you to confirm receipt.
We will then inform you of the decision regarding your refund request.
If your request is approved, the refund is made according to the terms and timeframes provided for by the applicable regulations, generally via the payment method used when the order was placed.
We will let you know once the refund has been initiated on our end.
The time it takes for the refund to appear in your account may then depend on your bank, payment provider or card issuer.
REFUND NOT RECEIVED
If you have not yet received your refund, we recommend first checking your bank account.
If the refund still does not appear, then contact the company that issued your card or your payment provider to check the applicable processing times.
You can also contact your bank to check whether some additional time is needed before the refund appears.
If, after these checks, you still have not received your refund, please contact us at:
Our team will then be able to check the status of the refund in our system and, where necessary, with the relevant payment provider.
SALE ITEMS
When a discounted or sale item is refunded, the refund corresponds to the amount actually paid by the customer for that item, subject to applicable legal provisions.
An item purchased at a reduced price will therefore not be refunded on the basis of its original, non-discounted price.
EXCHANGES
Exchanges may in particular be offered where an item is faulty, damaged or not as ordered, subject to applicable warranties and legal rights.
If you would like to request an exchange for one of these reasons, please contact us at:
stating your order number and, if possible, attaching photographs of the product concerned.
GIFTS
If the returned item was given to you as a gift and the order was marked as a gift, we may, where applicable, offer a credit note or gift credit for a value corresponding to the amount of the returned product.
This credit note or credit will only be issued once the return has been received and validated.
If the item was not marked as a gift at the time of purchase, or if the buyer chose to receive the item themselves before giving it to you, the refund will be made to the original buyer in accordance with the applicable terms.
RETURN COSTS
Where a return is made under the right of withdrawal, direct return costs may be the customer's responsibility where they were informed of this before ordering and where the applicable regulations permit it.
However, where the product is faulty, not as ordered, or delivered damaged, return costs may be covered by Hera Design, in accordance with applicable legal warranties.
TIME TO RECEIVE AN EXCHANGED ITEM
When we carry out an exchange, the time needed to receive the new item may vary depending on your location, product availability and the delivery method used.
TRACKED RETURNS
For items of significant value, we recommend using a shipping service that allows you to track the parcel and, where relevant, insure the shipment.
We cannot be held responsible for a returned parcel that never reaches the return address provided where the customer has no proof of dispatch or tracking establishing that it was sent.
For any questions regarding returns or refunds, please contact our customer service team: