Return Policy

At HERTROVE, all products are made-to-order and crafted specifically for each customer. By placing an order, you acknowledge and agree to the following terms.

1. Final Sale — No Returns, Exchanges, or Refunds

All HERTROVE pieces are produced exclusively upon order confirmation, based on your selected specifications and measurements. Accordingly:

All sales are final
No returns, exchanges, or refunds are accepted under any circumstances
This includes fit issues, personal preference, event changes, or subjective expectations

This policy is consistent with industry standards for custom and made-to-order garments, which are exempt from return rights once production has begun.

2. Customer Responsibility & Order Accuracy

By placing an order, you confirm that:

All measurements provided are accurate
All product details, images, and specifications have been reviewed
The order is correct and approved for production

Once confirmed, orders cannot be modified, cancelled, or reversed. Production begins immediately upon your confirmation.

3. Color, Fabric & Visual Representation

We strive to represent all products as accurately as possible. However, certain variations are inherent and unavoidable, including:

Screen and device display differences (mobile, tablet, desktop)
Lighting conditions during photography
Fabric characteristics such as texture, sheen, and movement

The actual product may differ slightly in color tone or finish. These differences are a normal characteristic of luxury garments and do not constitute defects or misrepresentation. They do not qualify for return, refund, or chargeback.

4. Craftsmanship & Minor Variations

All HERTROVE garments are produced through couture and handcrafted processes. Minor variations in finishing or detailing may occur — these are inherent to handmade production, not defects, and do not qualify for return, refund, or dispute.

5. Inspection & Acceptance

Please inspect your order immediately upon delivery. Any claim regarding defects, damage, or incorrect items must be reported within 24 hours of delivery, with clear photo and/or video evidence. Failure to report within this timeframe constitutes full acceptance of the product as delivered and waiver of any future claims.

6. Damaged, Defective, or Incorrect Items

If your item arrives defective, damaged in transit, or incorrect, please contact us within 24 hours of delivery at customercare@hertrove.com. The item must remain unused, unaltered, and in its original condition. Any alterations made prior to HERTROVE's assessment will void eligibility for resolution. If validated, HERTROVE will determine the appropriate resolution, which may include repair or correction.

7. Order Cancellations & Processing Fees

Due to the made-to-order nature of our products, orders are processed immediately. If a cancellation request is exceptionally approved, a non-refundable 4% cancellation fee will apply. This fee covers credit card processing, payment gateway, and transaction costs charged by third-party financial institutions — it is not retained by HERTROVE. Any approved refund will be issued net of this fee.

8. Order Cancellation by HERTROVE

HERTROVE reserves the right to cancel any order at its sole discretion, including in cases of suspected fraud, incomplete information, or operational constraints. In such cases, a full refund will be issued to the original payment method.

9. Chargebacks & Dispute Policy

By completing a purchase, you agree to contact HERTROVE directly to resolve any issue prior to initiating a chargeback. Chargebacks initiated for reasons inconsistent with this policy — including subjective dissatisfaction, delayed claims, or personal circumstances unrelated to product quality — may be considered abuse of the dispute process. HERTROVE reserves the right to contest all such disputes with supporting documentation.

10. EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, please contact us at customercare@hertrove.com within 14 days of delivery. Once your return is received, a refund will be issued within 14 days to your original payment method. Return shipping costs are the customer's responsibility unless the item is defective.

11. Contact

For any questions or assistance, please reach out to us at customercare@hertrove.com — we are always happy to help.