Customer Care

RETURN & REFUND POLICY

Return Policy

In case you’re not fully satisfied with your purchase, kindly contact our friendly customer service team at  xxx@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

The return shall arrange by Hermo if you received a parcel  damaged, expired, short expired (less than 6months), incorrect or missing items, let us know immediately at  xxx@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 (which the 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 of the affected items in your parcel as they may need to be returned to us.
  • Any item(s) purchased as part of a set or a multi-item pack must be returned as a whole set.
  • We will proceed with refunds, 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. 
  • Please be advised that 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, do send us an email as soon as possible at xxx@hermo.my  and our helpful customer service team will assist 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.
  • The return item must be handed over to the courier company within 3 business days upon Hermo’s approval of your request. 
  • Kindly attach a single photo which includes: Hermo packaging + Consignment note + product.  (Refer template below)
  • Return Item(s) MUST be in its original purchase condition where packaging is unopened, unused, unmarked, and not disfigured in any way.
  • Any item(s) purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Any item(s) purchased from Hermo, Clearance Sales, or promotional campaign (e.g. AnniversarySale, X'MAS sale, or Double Day, subject to campaign T&C) are not eligible for return and exchange.
  • Any shipping costs associated with the return of the item(s) will NOT be covered by Hermo. 
  • The Customer shall be responsible for the risks and condition of the returned item until it reaches us. Hermo will not be liable for any damage or loss of the product prior to Hermo receiving it. 
  • The customer is advised to pack the returned item securely to avoid any damages to the item, shipping box, or its original packaging.
  • For refunds, you will be credited with the full value of the voucher, excluding the shipping fee and voucher used.
  • Any items returned without Hermo’s approval will not be accepted, refunded, or returned to the sender. 
  • Please be advised that Hermo tracks all returns for return abuse and reserves the right to regulate the number of exchanges or returns at any time.


 

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, you can contact us at xxx@hermo.my. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at xxx@hermo.my.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns 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 once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at xxx@hermo.my.