Returns, Exchanges & Refunds Policy
1. Return Policy
We want you to feel confident about your purchase. We offer a 30-day return policy for eligible orders.
You may submit a return request within 30 days of receiving your order. This 30-day period is our standard return window for eligible products.
2. 14-Day Withdrawal vs. 30-Day Return Policy
The 14-Day Withdrawal arrangement and our 30-Day Return Policy are separate rules.
U.S. federal law generally does not provide a uniform 14-day withdrawal or return period for all online purchases. Certain situations may be subject to different rights under applicable law.
Our 30-Day Return Policy is the standard return period we provide for eligible purchases. Unless otherwise required by applicable law, you may request a return within 30 days of receiving your order.
3. Return Eligibility
To help us process your return, please ensure that the item:
- Is in a condition suitable for return.
- Has not been damaged due to misuse or improper handling.
- Includes the original packaging, accessories, and included parts whenever reasonably possible.
- Is returned according to the instructions provided by our customer service team.
If an item has been damaged by you or does not meet the applicable return requirements, we may be unable to issue a refund.
For items that are defective, damaged during shipping, or otherwise subject to applicable legal rights, nothing in this policy is intended to limit those rights.
4. Exchanges
We offer exchanges for eligible products.
If you would like to exchange an item, please contact us before sending it back. Provide your order information, the item you wish to exchange, and the reason for the exchange.
Exchanges are subject to the applicable return requirements and product availability.
5. Return Shipping & Fees
For returns due to personal preference, a change of mind, or other voluntary reasons, you are generally responsible for the return shipping costs and for arranging the return shipment.
Where applicable, we may charge a reasonable return handling fee or deduct applicable return shipping costs from your refund.
If an item has a quality issue, is defective, or was damaged during shipping, we will cover the normal return shipping cost and will not charge you the standard return shipping fee.
6. Refunds
Once we receive the returned item, we will review it to determine whether it meets the applicable return requirements.
If your return is approved, we will initiate your refund within 1–3 business days after the return is approved.
Refunds will be processed through the original payment provider using the same payment method used for the purchase. We normally do not issue refunds through a different payment method.
After we initiate the refund, the time it takes for the funds to appear in your account may vary depending on your bank, credit card issuer, payment provider, or other financial institution.
If the returned item was damaged by you or does not meet the applicable return requirements, we may be unable to issue a refund.
7. How to Start a Return or Exchange
To request a return or exchange, please contact us by email or phone before sending the item back.
Please provide:
- Your order information
- The item you wish to return or exchange
- The reason for the return or exchange
- Photos or other relevant information, if the item arrived damaged or has a quality issue
We will review your request and provide the appropriate return instructions. Please do not send the item to any address unless we have provided return instructions for your order.
8. Contact Us
If you have any questions about returns, exchanges, or refunds, please contact us:
Address: 4699 Kittredge St #822, Denver, CO 80239, United States
Telephone: +1 (303) 742-6184
Email address: service@herasalen.com
Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)