Refund policy

Refund Policy

At Heal her, we are committed to ensuring your satisfaction with your purchase. As a dropshipping business, we partner with trusted suppliers to fulfill orders. While we strive to offer high-quality products and service, we understand that sometimes returns or refunds may be necessary.

Please read our Refund Policy carefully to understand our procedures for refunds, exchanges, and returns.

1. Returns & Refunds Overview

Due to the nature of dropshipping, and in order to maintain the safety and hygiene of our products, we only accept returns on certain items under specific conditions. If you are unsatisfied with your purchase, please review the following steps and guidelines.

2. Eligibility for Returns and Refunds

We offer returns and refunds under the following conditions:

  • Damaged or Defective Products: If you receive a product that is damaged, defective, or not as described, please contact us within 7 days of receiving your order. We will arrange for a replacement or full refund upon receipt of proof of the damage (photos, videos, etc.).

  • Incorrect Orders: If we shipped the wrong item, we will offer a full refund or replacement. Please contact us within 7 days of receiving your order with a detailed description and proof of the issue.

  • Unopened and Unused Products: If you are not satisfied with your purchase, we may accept returns for unopened and unused products within 7 days from the date of delivery. The product must be in its original, sealed packaging.

3. Products Not Eligible for Return or Refund

For hygiene and safety reasons, the following products cannot be returned, refunded, or exchanged:

  • Opened or Used Skincare Products: Due to health and safety regulations, skincare products that have been opened or used cannot be returned or refunded.
  • Sale/Discounted Items: Items purchased on sale or with a discount (unless defective or damaged) are not eligible for a refund or exchange.
  • Gift Cards: Gift cards are non-refundable.

4. How to Request a Return or Refund

If your order qualifies for a return or refund, follow these steps:

  1. Contact Us: Email our customer service team at healher@yahoo.com or use the Contact Us form on our website within 7 days from the date of delivery, depending on the issue.

    • Please include your order number, a brief description of the issue, and any supporting documentation (photos or videos) of the product condition, if applicable.

  2. Approval: Once we receive your return request, we will assess the issue and notify you about the next steps. If your return is approved, you will be given return instructions and, in some cases, a return shipping label.

  3. Return Shipping: For defective or incorrect items, we will cover the cost of return shipping. However, for non-defective returns (e.g., change of mind), you will be responsible for the return shipping fees.

  4. Refund Processing: After we receive the returned item in its original, unused condition, we will process your refund. Refunds are issued to the original payment method used at checkout.

5. Refund Method and Processing Time

  • Refunds will be processed within 10 business days after we receive the returned product and confirm its condition.
  • Depending on your payment provider, it may take additional time for the refund to appear in your account.

6. Late or Missing Refunds

If you have not received a refund after 10 business days, please first check with your bank or payment provider, as there may be processing delays. If you still have not received the refund, please contact us at healher@yahoo.com, and we will investigate the issue.

7. Cancellations

You may cancel your order before it is shipped. If your order has already been processed or shipped, cancellation is no longer possible, but you can follow the return process once you receive the item.

8. Exchanges

We do not currently offer exchanges for products. If you would like a different product, please return the original item for a refund and place a new order for the desired item.

9. International Returns and Refunds

For international orders, please be aware of the following:

  • You will be responsible for any return shipping costs associated with your return.
  • International orders may take longer to process, and customs duties or taxes may apply (these are not refundable).

10. Contact Us

If you have any questions regarding our refund policy, or if you would like to initiate a return or refund request, please contact our customer service team at:

Email: healher@yahoo.com

Additional Notes:

  1. Communication: Given that your business operates as a dropshipping model, it’s critical to maintain clear communication with both customers and suppliers. Let customers know that you will work with your suppliers to resolve issues promptly.
  2. Return Process: The return process may vary slightly depending on the supplier’s policies, but you should ensure your customers are always informed and comfortable with the steps.
  3. Timeframe: Be transparent about the timeline for returns, refunds, and exchanges. Dropshipping usually involves longer processing times, so setting realistic expectations helps avoid confusion.