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. We want to ensure your complete satisfaction with your purchase, so please take a moment to review our return policy.
30-Day Return Policy: You have a generous 30 days from the date of receiving your item to request a return.
To be eligible for a return, your item must meet the following criteria:
- Does not include products in the non-returnable section
- It must be in the same pristine condition as when you received it, unworn or unused, with all tags attached, and in its original packaging.
- You will need to provide the receipt or proof of purchase.
Starting a Return: To initiate a return, kindly contact us at hemirascare@gmail.com.
We will provide you with a return shipping label and clear instructions on how and where to send your package. Items returned without prior authorization will not be accepted.
You will receive your refund promptly upon our receipt of the returned package; however, please be aware that customers are responsible for all return shipping costs.
For any inquiries related to returns, feel free to reach out to us at hemirascare@gmail.com.
Damages and Issues: Please carefully inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us immediately. We will promptly assess the issue and take the necessary steps to rectify it.
Non-Returnable Items: Certain items cannot be returned, including:
- Sex toys are non-returnable unless there is a functional defect from the manufacturer.
- Perishable goods such as food, flowers, or plants.
- Custom products like special orders or personalized items.
- Personal care goods, such as beauty products.
- Hazardous materials, flammable liquids, or gases.
- Items that have been used, especially personal items, are not eligible for exchanges.
- Items that have been discounted are not eligible for exchanges, including products that were purchased as part of a combo deal.
- Latex Products: Please note that latex items are not eligible for returns or exchanges due to their delicate and stretchy nature, which can be affected once worn or handled. We recommend reviewing our size chart carefully to ensure the best fit.
- Bikini and Underwear: Due to hygiene reasons, bikinis and underwear cannot be returned or exchanged. Please ensure you check the size guide before purchasing.
We recommend carefully reviewing our size chart before placing your order to ensure the correct size selection.
Please contact us if you have any questions or concerns about the return eligibility of a specific item. Please note that sale items and gift cards are also non-returnable. Your satisfaction is our priority, and we are here to assist you with any concerns or questions you may have.
European Union 14-Day Cooling Off Period: If your merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The same return conditions apply as mentioned earlier, including the item's condition, tags, and original packaging. Proof of purchase is also required.
Refunds: Once we receive and inspect your return, we will notify you regarding the approval status of your refund. If approved, the refund will be processed automatically to your original payment method within 10 business days. Please keep in mind that it may take some additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, kindly contact us at hemirascare@gmail.com for further assistance.