SHIPPING, RETURNS & CANCELLATIONS

Himhera's Return & Replacement Policy

We stand by the quality of our products and want you to shop with confidence. If you're not satisfied with your order, here's how we can help.

When Can I Request a Return or Replacement?

You can request a return or replacement if you've received an item that is:

  • Damaged or defective: The product arrived broken or doesn't work.
  • Incorrect: We shipped you the wrong item.
  • Near expiry: The product has less than 6 months until its expiry date.
  • Missing items: You're missing products from your order.

 

How to Start a Return

You must submit your return request within the specified timeframe for each issue:

  • Damaged, Defective, or Wrong Item: Contact us within 2 days of delivery.
  • Near-Expired Items: Contact us within 7 days of delivery.

To get started, please log in to your Himhera account, or contact us by phone or email. We'll need you to provide photos or videos of the issue, along with photos of the original parcel box and all received products. This helps us verify your claim and speed up the process.

Important: Please do not accept a package from the courier if the packaging appears damaged.

Return Exceptions

We cannot accept returns or offer refunds in the following situations:

  • Wrong item ordered by the customer: We encourage you to double-check your order before purchasing.
  • Used or opened items: This includes consumable products, books, and medical supplies like elastic supports and bandages.
  • Missing parts: The product is missing its original packaging, tags, labels, or freebies.
  • Minor liquid leakage: We cannot offer a refund for leakage up to 25% of the product quantity, as this can be a result of evaporation or handling during shipping. Leakages over 25% are covered under our policy.

 

What Happens Next?

Once you submit your request, a Himhera team member will review your claim within 72 business hours. If approved, we will arrange to have the item picked up.

  • For Replacements: The seller will ship a new item to you once they have received and inspected the returned product. If the item is out of stock, you will be issued a refund instead.
  • For Refunds: Refunds will be processed within 30 days from the date we pick up your return.

Please pack the item in its original packaging before it is picked up.

Order Cancellation Policy

We understand that sometimes plans change. Here's a quick guide to our order cancellation policy:

You can cancel your order for a full refund at any time before it has been shipped. To do this, simply log in to your Himhera account and cancel the order directly.

Once your order has been shipped, it cannot be canceled. However, you can refuse the package when the courier attempts delivery. Once the product is returned to our warehouse, we will initiate your refund.