Refund and Returns Policy

At Herwanat Souvenirs, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we’re here to help. Please read our Refund and Returns Policy carefully to understand your rights and responsibilities.

1. Refund and Return Eligibility

To be eligible for a return or refund, the following conditions must be met:

• The item must be unused, unworn, and in the same condition as when you received it.
• The item must be returned in its original packaging, including all accessories, tags, and manuals.
• Proof of purchase (e.g., receipt or order confirmation) must be provided.
• The return request must be made within 24 hours of receiving the product.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Perishable goods such as food or flowers.
• Custom or personalized items.
• Gift cards or vouchers.
• Clearance or final sale items.
• Items damaged due to misuse or improper handling.

3. Return Process

To initiate a return:

1. Contact Us: Email, Whatsapp or call our customer service team with your order details and reason for return.
2. Approval: Wait for a confirmation email with instructions for returning the item.
3. Ship the Item: Pack the item securely and send it to the address provided.
   • Customers are responsible for shipping costs unless the return is due to a defect or incorrect item.

4. Refund Process

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.

• Approved refunds will be processed within 7 business days.
• Refunds will be credited to your original payment method.
• Shipping fees (if any) are non-refundable.

5. Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need to exchange an item, please contact us within 24 hours of receiving the product.

6. Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us within 24 hours of delivery with photos of the damage or defect.
• We will either replace the item or issue a refund, depending on availability.

7. Cancellation Policy

Orders can be canceled within 24 hours of placement, provided the item has not been shipped. If the item has been shipped, you must follow the return process.

8. Late or Missing Refunds

If you haven’t received your refund:

1. Check your bank account or payment method again.
2. Contact your bank or payment provider, as processing times may vary.
3. If you’ve done this and still have not received your refund, contact us for assistance.

9. Contact Us

If you have any questions about our Refund and Returns Policy or need assistance, please reach out to us.