Return & Refund Policy

At HER CARE, customer satisfaction is our highest priority. We are dedicated to providing you with premium quality products and a seamless shopping experience. To ensure clarity and fairness for both our valued customers and our logistics partners, we have established the following Return & Refund Policy.

1. Mandatory Inspection Upon Delivery

To ensure you receive exactly what you ordered, we operate under a strict “Check and Accept” policy.

  • Customer Responsibility: Customers are required to inspect the product(s) in the presence of the delivery representative before making the final payment or signing the receipt.
  • Immediate Reporting: If you detect any issues—such as damage, defects, leakage, or an incorrect item—you must inform the delivery representative immediately and return the specific item instantly.
  • Acceptance: Once the delivery representative has left your premises, the order is considered legally accepted. We cannot accept return or refund requests after the delivery agent has departed.

2. Eligibility for Returns

Returns are accepted at the time of delivery under the following circumstances:

  • Damaged Product: The item is physically damaged, broken, or leaking.
  • Incorrect Item: The product delivered does not match the item you ordered (e.g., wrong size, color, or variant).
  • Defective Product: The product is expired or has a manufacturing defect.

Note: Returns are not accepted for “Change of Mind” once the product is dispatched, unless otherwise specified.

3. Sealed Packaging & Hygiene Policy

Given the nature of our products, strict hygiene standards apply:

  • Sealed Items: Customers are generally allowed to inspect the outer condition of the product. However, breaking the manufacturer’s seal or opening the internal packaging of a product implies acceptance.
  • Voiding Returns: If a seal is broken or a product is used/tested during the delivery inspection and is found to be non-defective, it cannot be returned.

4. Refund Policy (Prepaid Orders)

For orders that have been paid for in advance:

  • Timeline: If a return is valid and accepted at the time of delivery, we will initiate a refund within 3 working days.
  • Method: Refunds will be processed to the original method of payment (e.g., bank transfer, MFS like bKash/Nagad) or as store credit, depending on the customer’s preference.

5. Delivery Refusals & Charges

  • Valid Returns: If the return is due to our error (wrong or damaged item), HER CARE will bear all replacement and delivery costs. We will provide a replacement at no additional charge.
  • Unjustified Refusals: If a customer refuses to accept a parcel without a valid reason (i.e., the product is in good condition and matches the order), the customer is liable to pay the delivery charges.

6. Order Cancellation (New Section)

  • Before Dispatch: Customers may cancel their order free of charge by contacting customer support before the item has been dispatched from our warehouse.
  • After Dispatch: Once the item is with the courier, the order cannot be cancelled. The customer must receive the item or pay the delivery fees to reject it.

Contact Us

If you have any questions regarding this policy or need assistance with a return, please contact our support team immediately.

Email: [email protected] Phone / WhatsApp: 01627289838 Support Hours: [e.g., 10:00 AM – 8:00 PM, Saturday to Thursday]

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