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Return & Refund Policy

Last updated: December 13, 2025

At Hergalore, your satisfaction is important to us. Please read our Return & Refund Policy carefully before making a purchase. This policy is designed to be fair, transparent, and compliant with international e-commerce standards.

By placing an order on our website, you agree to the terms outlined below.

🛍️ Eligibility for Returns

Due to the intimate nature of our products, the following conditions apply:

✔ Returnable Items

  • Items must be unused, unworn, unwashed, and in their original packaging
  • All original tags, hygiene liners, and protective seals must be intact
  • Return requests must be submitted within 14 days of delivery

❌ Non-Returnable Items

For hygiene and safety reasons, we do not accept returns or exchanges for:

  • Underwear, bras, shapewear, or other intimate apparel that has been worn or washed
  • Items with removed hygiene seals or liners
  • Final sale or clearance items (clearly marked)
  • Gift cards

If a returned item does not meet the eligibility criteria, it will be sent back to you at your expense.

🔄 How to Request a Return

To initiate a return, please follow these steps:

  1. Email us at Tiana@clothfactory.net within 14 days of receiving your order
  2. Include your order number, the item(s) you wish to return, and the reason for return
  3. Our support team will review your request and provide return instructions if approved

Returns sent without prior authorization may not be accepted.

💸 Refunds

Once we receive and inspect your returned item:

  • Approved refunds will be issued to the original payment method
  • Refunds are processed within 5–10 business days after inspection
  • Original shipping fees (if any) are non-refundable

Please note that your bank or payment provider may take additional time to post the refund.

🚚 Return Shipping Costs

  • Customers are responsible for return shipping costs, unless the item is defective or incorrect
  • We recommend using a trackable shipping service, as we are not responsible for lost return packages

❗ Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

  • Please contact us at Tiana@clothfactory.net within 48 hours of delivery
  • Include clear photos or videos showing the issue

Upon verification, we will offer one of the following solutions:

  • Replacement at no additional cost
  • Store credit
  • Full refund

⏳ Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again
  2. Contact your credit card company or payment provider
  3. If the issue persists, contact us at Tiana@clothfactory.net

⚠️ Order Cancellations

  • Orders can only be canceled before they are processed or shipped
  • Once an order has been shipped, it is no longer eligible for cancellation

📦 Lost Packages

If your order appears lost in transit, please refer to our Shipping Policy and contact our support team for assistance.

📩 Contact Us

If you have any questions about this Return & Refund Policy, please contact us:

Hergalore reserves the right to update or modify this Return & Refund Policy at any time. Changes will take effect immediately upon posting on this page.

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