Replacement & Refund Policy

More than anything we want you to be happy with your purchase! If something doesn’t look or feel right, please email us at hemirascare@gmail.com and we’ll sort it out!

Also please be informed that placing an order means that you accept all the terms mentioned below

Cancellation Or Modification

If you change your mind about your purchase, please send us an email at hemirascare@gmail.com, providing your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.

Your order is only able to be canceled or modified within 2 hours after purchase. Then the order is locked for processing and can no longer be canceled.

Please be informed that: 

A management and transaction fee (20% of your total order value) will be applied for the cancellation.

We are not guaranteed to deliver your order in a timely manner if your order needs design modification as it will take much longer to modify your design during the holiday season

Personalized orders are locked for processing right after the order is complete so it is impossible to make any adjustments. Please double-check all details before completing the order.

NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.

Replacement & Refund

Due to hygiene reasons and the fact that our products are made to order, we do not exchange or issue full refunds unless an item you received has a major problem. This is when the item is:

  • Damaged due to the fault of our factory or the carrier;
  • Not what you ordered;
  • Defective

Please note that slight variations in color due to lighting conditions are not considered defects. Also, other cases (not mentioned above) we only offer a partial refund (excluding the shipping fee).

Please allow for a 20% difference between the advertised images and the actual item you receive, as all our products are handmade.

To file a claim, please send us an email to hemirascare@gmail.com.com and include the following information (this is a must):

  • Order number
  • Video/ photo of the defective product AND the label package
  • If your claim is related to a printing error, please include photographs of the error.
  • If your claim is related to print size issues, please include a measuring tape, stick, or ruler in the photographs of affected garments.
  • Full delivery address
  • Contact telephone number

Our support team will review the photos/videos of the defective items and, if your item is eligible, we will resend the product to you for no additional cost. In case sending a replacement product is not practical, we will reimburse you the full cost of the eligible product.

We highly recommend contacting us regarding the eligibility of your order for return or exchange before returning any product.
If you choose to return your order without consulting a representative, and it does not meet all of our requirements, a refund will not be issued, and you will be notified via email with any and all options available to you on how to proceed.

Wrong Address Disclaimer

We are not responsible if your order gets delivered to the wrong address or returned to the sender (as all of the items would be destroyed right after they come back to the manufacturer's warehouse) for orders shipped to the wrong address due to a customer inputting the incorrect address.

Please be noted that replacements for these cases will not be free of charge so please be extremely careful when entering your shipping address.

Customer service is our #1 priority and we will do whatever we can to work things out. Thank you for considering Hemiras and if you need further assistance, please don't hesitate to contact us via hemirascare@gmail.com.

Late Or Missing Refunds (If Applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company/bank, it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund, please contact us via email at hemirascare@gmail.com.

Return Policy

Thank you for shopping with us at Hemiras. Your satisfaction is our priority, so please take a moment to review our return policy.

30-Day Return Policy: You have 30 days from the date of delivery to request a return.

To qualify for a return, the item must meet the following conditions:

  • It must not be listed under our non-returnable items.

  • The item must be in its original, unused condition — unworn, with all original tags attached, and in its original packaging.

  • A valid receipt or proof of purchase is required.

How to Start a Return: To begin the return process, please contact us at hemirascare@gmail.com.

Once your return request is approved, we will provide a return shipping label along with detailed instructions on how and where to send your item. Please note that returns sent without prior authorization will not be accepted.

Refunds will be processed promptly after we receive and inspect the returned item. Kindly note that return shipping fees are the responsibility of the customer.

For any questions regarding returns, you can reach us at hemirascare@gmail.com.

Damages and Issues - Please inspect your order carefully upon delivery. If you receive an item that is defective, damaged, or incorrect, contact us right away. We will promptly evaluate the situation and take appropriate action to resolve the issue.

Non-Returnable Items
Please note that certain items are not eligible for return or exchange, including but not limited to:

  • Sex toys, unless they arrive with a manufacturing defect.

  • Perishable goods such as food, flowers, or plants.

  • Customized or personalized items, including special orders.

  • Personal care items (e.g., beauty and skincare products).

  • Hazardous materials, flammable liquids, or gases.

  • Items that have been used, particularly personal-use products.

  • Discounted items, including those purchased in bundle or combo deals.

Latex Products
Due to the sensitive and stretchable nature of latex materials, latex items are not eligible for return or exchange once worn or handled. Please refer to our size chart carefully before placing your order.

Bikinis and Underwear
For hygiene reasons, we do not accept returns or exchanges on bikini sets or underwear. We strongly encourage checking the size guide to ensure the right fit.

Additionally, please be advised that sale items and gift cards are final sale and cannot be returned.

If you have any questions about the eligibility of a specific item for return, feel free to contact us. We’re here to help and ensure your experience is as smooth as possible.

European Union 14-Day Cooling-Off Period
If your order is being shipped to a country within the European Union, you are entitled to cancel or return your purchase within 14 days of delivery—no explanation required. Standard return conditions still apply, including that the item must be in its original condition with all tags attached, in its original packaging, and accompanied by proof of purchase.

Refunds
After we receive and inspect your returned item, we will notify you of the refund approval status. If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to complete the transaction.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hemirascare@gmail.com for further assistance.