Refund policy

REFUND AND RETURN POLICY

Last Updated: March 10, 2026

OUR POLICY

All of our items are made-to-order, which means they are specifically printed for you once an order is placed. Due to this process, we do not accept returns or offer refunds unless the item arrives damaged or there is a manufacturing defect.

CONDITIONS FOR REPLACEMENT OR REFUND

We only offer replacements or refunds for:

• Damaged items (e.g., torn fabric, broken products, damaged packaging affecting product integrity) • Printing errors (e.g., incorrect design, blurry print, color mismatch) • Wrong items received (e.g., wrong size, color, or design sent) • Manufacturing defects (e.g., faulty device components, non-functioning features)

HOW TO REQUEST A REFUND OR REPLACEMENT

If you receive a defective or incorrect item:

  1. Contact us at hello@hersena.com within 30 days of delivery
  2. Include your order number in the subject line
  3. Provide a clear photo or video showing the issue
  4. Describe the problem in detail

We will review your request within 2-3 business days and:

  • Send a replacement at no extra cost to you, OR
  • Issue a full refund if a replacement is not possible

Return shipping: If a return is required, we will provide a prepaid return label for defective/incorrect items.

EXCLUSIONS - WE CANNOT OFFER REFUNDS OR EXCHANGES FOR:

• Sizing issues - Please refer to our size charts and product descriptions before ordering • Buyer's remorse or change of mind - Due to the made-to-order nature of our products • Incorrect shipping addresses - Please double-check your address at checkout • Normal wear and tear - Products used beyond their intended lifespan • Damage caused by misuse - Not following product care instructions

REFUND PROCESSING

Once your return is received and inspected (if applicable), we will:

  • Send you an email confirmation
  • Process your refund within 5-7 business days
  • Refund to your original payment method

Note: Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear in your account.

EU CUSTOMERS - 14-DAY CANCELLATION RIGHT

If you are located in the European Union, you have additional consumer protection rights under the EU Distance Selling Directive (Consumer Rights Directive 2011/83/EU):

Right to Cancel:

You have the right to cancel your order within 14 days of delivery for any reason, without needing to provide justification.

How to Exercise This Right:

  1. Email us at hello@hersena.com within 14 days of receiving your order
  2. State clearly that you wish to cancel the order
  3. Return the item in its original, unused, and resalable condition with all tags and packaging intact

Return Shipping Costs:

You are responsible for the cost of returning the item unless the product is defective or we sent the wrong item.

Refund Timeline:

We will issue your refund within 14 days of receiving the returned item in acceptable condition.

Important Exception:

Personalized or custom-made items may be excluded from the 14-day cancellation right under EU law (Article 16(c) of the Consumer Rights Directive), as they are made specifically for you and cannot be resold.

CALIFORNIA CUSTOMERS - ADDITIONAL RIGHTS (CCPA)

If you are a California resident, you have the right to:

• Request detailed information about our refund and return practices • File a complaint with the California Attorney General's Office if you believe your consumer rights have been violated • Receive clear disclosure of all terms and conditions before purchase

California Consumer Hotline: 1-800-952-5210
Website: https://oag.ca.gov/contact/consumer-complaint-against-business-or-company

We are committed to transparency and fair treatment of all California customers in accordance with California consumer protection laws.

INTERNATIONAL CUSTOMERS

For customers outside the EU, US, and Israel:

  • Our standard 30-day defect/error policy applies
  • You may have additional rights under your local consumer protection laws
  • Contact us at hello@hersena.com for assistance with international returns

DAMAGED IN TRANSIT

If your order arrives damaged due to shipping:

  1. Take photos of the damaged packaging and product immediately
  2. Contact us at hello@hersena.com within 48 hours of delivery
  3. We will file a claim with the carrier and send a replacement or issue a refund

CONTACT US

If you have any questions about our Refund and Return Policy, please contact us:

Email: hello@hersena.com
Response Time: Within 24-48 hours (business days)

Thank you for supporting our small business and for your understanding of our made-to-order process. We are committed to ensuring your satisfaction with every purchase.

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