Return & Exchange Policy

1. Overview

At Heer Clothing, we want you to love every piece you purchase. This Return & Exchange Policy explains when you can request an exchange, which items are eligible, and how to start a return. We follow a strict no-refund policy. These terms apply to orders placed through our online store, unless stated otherwise.

2. Eligibility for Exchange or Return

To keep quality high for all customers, returns and exchanges are subject to the following conditions:

• Time window: You must contact us within 7 days from the date your order is delivered. Requests submitted after 7 days may not be eligible for return or exchange.
• Condition of items: Items must be unused, unwashed and in their original condition, with all tags, labels and packaging intact. Items with perfume, makeup, stains, alterations or other signs of wear may not be accepted.
• Proof of purchase: A valid order number or invoice is required for all returns or exchanges.
• Same-country return: Returns and exchanges are generally processed in the same country where the order was delivered, unless we explicitly state otherwise.

If an item is received damaged, incorrect or defective, please contact us as soon as possible so we can assess and resolve the issue.

3. Non-Returnable or Restricted Items

For hygiene and quality reasons, some categories may be non-returnable or subject to stricter conditions. These may include:

• Intimates and innerwear.
• Accessories such as jewellery or hair accessories.
• Fragrances or beauty products.
• Final sale or clearance items clearly marked as non-returnable at the time of purchase.
• Customised, altered or made-to-measure products prepared according to your specific instructions.

Any such restrictions will be highlighted on the product page or during checkout wherever possible.

4. Exchanges

Where available, we may offer exchanges for a different size, colour or item of similar value, subject to stock availability and this policy. Exchanges are processed once we receive and approve your returned item.

If the requested replacement is not available, we may offer an alternative product or store credit according to the conditions below.

5. How to Initiate a Return or Exchange

To start a return or exchange, please follow these steps:

1. Contact our customer support using the phone number or email provided in the footer of this website, quoting your order number and the items you wish to return.
2. Our team will confirm eligibility and share the return instructions, including the return address or pickup details (if available in your area).
3. Pack the items securely, including all original packaging and proof of purchase, and send them using the method communicated by our team.
4. Keep your courier receipt or tracking number until your return is fully processed.

Returns sent without prior notice or outside the applicable time window may be rejected or returned to you.

6. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return:

• If the return is due to a mistake on our side (for example, wrong item sent or a confirmed manufacturing defect), we will typically cover or reimburse reasonable return shipping costs, as communicated by our support team.
• If you are returning an item for personal reasons (such as size, fit, or change of mind), you may be responsible for the cost of returning the item to us.

7. No-Refund Policy

Heer Clothing does not offer cash or card refunds once an order is placed or delivered.

• Approved return requests are handled as exchange or store credit only, based on stock availability and item condition.
• If an item is defective, damaged, or incorrect, we will verify the issue and provide an appropriate resolution such as replacement, exchange, or store credit.
• Original shipping fees and any cash-on-delivery charges are non-refundable.

We reserve the right to reject returns or exchanges if items arrive ineligible or not in the condition stated.

8. Order Cancellations

You may be able to cancel your order before it has been processed or shipped. If you wish to cancel, please contact us as soon as possible with your order number.

If your order is successfully cancelled before dispatch, any approved adjustment will be handled as store credit only. Once an order has shipped, our standard Return & Exchange Policy will apply instead of cancellation.

9. Changes to This Policy

We may update this Return & Exchange Policy from time to time to reflect changes in our processes, partners or legal requirements. The "Last updated" date at the top indicates when it was last revised.

Updated terms will apply to new orders placed after the effective date of the change. We encourage you to review this page before placing new orders.

10. Contact Us

If you have any questions about returns or exchanges, please contact us using the address, phone number or support channels provided in the footer of our website. Our team will be happy to assist you.