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Refund Policy

HERTROVE – Refund, Return, Cancellation & Product Policy

At HERTROVE, all products are made-to-order and/or customized 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 items are produced exclusively upon order confirmation based on customer-selected specifications and/or measurements.

Accordingly:

  • All sales are final

  • No returns, exchanges, or refunds are permitted under any circumstances

  • This includes, but is not limited to: fit issues, personal preference, event changes, or subjective expectations

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

2. Customer Responsibility & Order Accuracy

By placing an order, the customer confirms that:

  • All provided measurements 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, canceled, or reversed

  • Production begins in reliance on the customer’s confirmation

3. Color, Fabric & Visual Representation Disclaimer

We strive to present all products as accurately as possible. However, variations are inherent and unavoidable due to factors beyond our control, including:

  • Screen displays and device settings (mobile, tablet, desktop)

  • Lighting conditions during photography and videography

  • Fabric characteristics, including texture, sheen, reflectivity, and movement

As a result:

  • The actual product may differ slightly in color tone, brightness, or finish (including perceived shine or matte effect)

  • These differences are normal and expected in luxury garments

By placing an order, the customer expressly acknowledges that:

  • Such variations 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.

Accordingly:

  • Minor variations in finishing, detailing, or construction may occur

  • These are inherent characteristics of handmade production, not defects

Such variations do not qualify for return, refund, or dispute.

5. Inspection & Acceptance of Goods

Customers must inspect their order immediately upon delivery.

  • Any claim regarding defects, damage, or incorrect items must be reported within 24 hours of delivery

  • Claims must include clear photo and/or video evidence

Failure to report within this timeframe constitutes:

  • Full acceptance of the product as delivered

  • Waiver of any future claims, disputes, or chargebacks

6. Damaged, Defective, or Incorrect Items

If an item is:

  • Defective

  • Damaged in transit

  • Incorrect

You must contact us within 24 hours of delivery at customercare@hertrove.com.

Conditions:

  • The item must remain unused, unaltered, and in 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 represents actual, non-recoverable costs, including:

  • Credit card processing fees

  • Payment gateway charges

  • Transaction and settlement costs

These costs are:

  • Charged by third-party financial institutions

  • Not retained by HERTROVE

  • Incurred at the time of payment and non-reversible

By placing an order, the customer agrees that:

  • The 4% fee is mandatory and non-negotiable

  • It is not a penalty, but a recovery of incurred costs

  • 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 but not limited to:

  • Suspected fraud or payment risk

  • Incomplete or unverifiable information

  • Operational or supply constraints

In such cases:

  • A full refund will be issued to the original payment method

9. Chargebacks & Dispute Policy

By completing a purchase, the customer agrees to:

  • Contact HERTROVE directly to resolve any issue prior to initiating a chargeback

  • Act in good faith in accordance with these terms

Chargebacks initiated for reasons inconsistent with this policy — including:

  • Subjective dissatisfaction (e.g., color perception, fabric appearance)

  • Delayed claims beyond the inspection window

  • 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. Contact

For any questions or assistance:
📧 customercare@hertrove.com