At Herkind, we strive to ensure your satisfaction with every purchase. To that end, we offer a 14-day return policy when there are quality issues or receiving of wrong items, allowing you to request a return within 14 days of receiving your item when there are quality issues. For a return to be eligible, the item must be in its original, unused, and unworn condition. If you've received a defective item, you can request a replacement or refund by providing picture proof of the issue.
Exceptions to Our Return Policy:
- All products are only eligible for return if there are quality issues or receiving of wrong items.
- Once production has begun, or a custom product has been shipped, it is not eligible for return or cancellation.
- Used products are not eligible for return.
Handmade Candle Disclaimer
Please note that all handmade candles are made from wax and may experience minor damage during long-distance delivery, which unfortunately we cannot control. We promise to use sufficient protective materials when wrapping candles for shipping. If your candle arrives with excessive damage that is unacceptable, we will fully refund your purchase or remake the candle and send it to you.
Initiating a Return
To initiate a return, please send a email to us at info@herkind.store with wrong or damaged item photo. If your return request is accepted, we will provide you with instructions on where to send your package. Please note that returns sent back without prior approval will not be accepted.
We advise using a trackable and insured shipping service for your return. Once we receive your returned item, we will process it promptly. Please allow up to 7-14 days from the processing date for the refund to be credited to your original payment method. We reserve the right to refuse returns that do not comply with our return policy. Should you have any questions or concerns regarding returns, please do not hesitate to contact us at info@herkind.store.
Lost or Missing Packages
If you believe your package is lost or missing because it was misdelivered, please contact us immediately. We will reach out to the courier to locate the parcel. If we successfully recover your package, we will arrange for it to be resent to you at no additional cost. However, if the package cannot be found, we will issue a full refund for your purchase or resend the order items without additional cost.
Late or Missing Refunds
If you have not received a refund after following the return process, please take the following steps:
- Recheck your bank account.
- Contact your credit card company, as it may take time for the refund to be officially posted.
- Get in touch with your bank, as there is often a processing time before a refund is posted.
If after completing these steps you still have not received your refund, please contact us at info@herkind.store, and we will assist you further.