RETURN & REFUND POLICY

 

Return Policy

In case you’re not fully satisfied with your purchase, kindly contact our friendly customer service team at hello@hermo.my. We will carry out the verification process for the refund. Once a return or exchange is processed, all return requests will be subject to Hermo’s verification and approval.
Kindly note that parcel return without verification is not acceptable. Any items returned without Hermo’s approval will not be accepted, refunded, or returned to the sender.

Faulty Return Policy

If you received a parcel that is damaged, expired, short expired (less than 6 months), incorrect, or missing items, please contact us immediately at hello@hermo.my including the proof so we can make things right for you.
Important Note:
  • The return request must be made within 3 business days from the order received date. Once your request has been processed, we’ll send you a confirmation email and proceed with item collection.
  • Kindly attach the proof which can be an unboxing video or a single photo (proof must include: Hermo packaging + Consignment note + faulty product).
  • Return item(s) must be in its original purchase condition where packaging is unopened, unused, unmarked, and not disfigured in any way.
  • Please do not discard any affected items in your parcel as they may need to be returned to us.
  • Any item(s) purchased as part of a set or multi-item pack must be returned as a whole set.
  • We will proceed with refunds and you will be credited with the full value of the product excluding any voucher(s) used.
  • Any items returned without Hermo’s approval will not be accepted, refunded, or returned to the sender.
  • Hermo tracks all returns for return abuse and reserves the right to regulate the number of exchanges or returns at any time.

7 Days Unconditional Return Policy

If you change your mind on your recent purchase, please email us as soon as possible at hello@hermo.my and our customer service team will assist you.
Important Note:
  • The return request must be made within 3 business days from the order received date. Once processed, we will send you a confirmation email.
  • The return item must be handed over to the courier company within 3 business days upon Hermo’s approval.
  • Kindly attach a single photo including: Hermo packaging + Consignment note + product.
  • Return item(s) must be in its original purchase condition where packaging is unopened, unused, unmarked, and not disfigured in any way.
  • Any item purchased as part of a set or multi-item pack must be returned as a whole set.
  • Items purchased from Clearance Sales or promotional campaigns are not eligible for return or exchange.
  • Any shipping costs associated with the return will not be covered by Hermo.
  • The customer is responsible for the condition of the returned item until it reaches us.
  • Please pack the returned item securely to avoid damage to the item or packaging.
  • Refunds will be credited with the full value of the product excluding shipping fees and vouchers used.
  • Any items returned without Hermo’s approval will not be accepted or refunded.
  • Hermo tracks all returns for abuse and reserves the right to regulate exchanges or returns.

30 Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at hello@hermo.my. 
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package.
Items sent back without first requesting a return will not be accepted.
You can contact us anytime for return questions at hello@hermo.my.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect so we can evaluate the issue and make it right.

Exceptions / Non-returnable Items

Certain types of items cannot be returned such as perishable goods, custom products, or personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please contact us if you have questions about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and make a separate purchase once the return is accepted.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether the refund is approved.
If approved, the refund will be processed to your original payment method within 10 business days.
If more than 15 business days have passed since your return was approved, please contact us at hello@hermo.my.

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