Refund and Returns Policy

Hergyl, customer satisfaction and trust are our highest priorities. If you receive a damaged, defective, or wrong product, we will arrange a replacement or full refund once the item is returned to us.
There will be no additional shipping charges for the replacement of damaged or defective products.
For full details, please read our Refund & Return Policy below.

REFUND & RETURN POLICY

Hergyl follows a “closed box delivery” policy to ensure product authenticity, customer privacy, and protection against tampering or product alteration.
If you receive a damaged, defective, or incorrect product, you may return it to Hergyl, and we will arrange a replacement or refund based on the following conditions:

1. Reporting a defective/damaged/wrong product

• If you find a defect (damaged, broken, expired, or wrong product) after opening the box, please contact our Customer Relationship Management Department immediately.

• Send us photo/video evidence as proof.

• You may reach us via:

  • Facebook Page Inbox

  • Hotline: +8801615587125

Note: This does not apply to products with pre-declared conditions.

2. Replacement or Refund Approval

• After reviewing your complaint, the Customer Relationship Management Department, with management approval, will:

  • Replace the product, or

  • Adjust the payment, or

  • Process a refund

• You must inform us within 3 days of receiving the product.

• For electronic items (if applicable), you will have a 15-day replacement guarantee for defective or non-functional items.

• Complaints made after the allowed period will not be accepted.

3. Product Inspection After Return

• If the returned product is inspected and found to be free of defects, the same product will be sent back to you.

• In this case, both the return and re-delivery charges must be borne by the customer.

4. Products Not Eligible for Exchange or Refund

The following products cannot be returned or exchanged:

• Used, swatched, or tested items

• Liquid or semi-liquid products

• Clearance sale items

• Products returned due to personal preferences (e.g., smell, texture, color, design, “not suiting you,” or changed mind after purchase)

• Products with broken seals

• Lingerie bottoms (panties) — strictly non-returnable and non-exchangeable, whether tried or not

5. Wrong Product Ordered by Customer

• If you mistakenly place an order for the wrong product, an exchange may be allowed.

• In such cases, the customer must bear the cost of:

  • Returning the product

  • Resending the new product

This special exchange depends on:

• Product type

• Safety risks during exchange

• Management discretion

6. Items Required for a Valid Return

When returning a product, the following must be included:

• Original invoice

• Hergyl box

• Intact/undamaged product packaging (where applicable)

7. Timeline for Return Processing

• If the CRM team approves the exchange, all pre-dispatch steps must be completed within 3 days from the agreed time.

8. Lingerie Purchases

• For lingerie items, especially bras, you may consult our Female Consultants via hotline: +8801615587125 for size guidance.

• If you face a size-related issue after purchasing, contact our hotline for support.

• However, panties are strictly non-exchangeable and non-returnable.

How to Send Your Product Back to Hergyl?

• For both Dhaka and outside Dhaka, our Customer Relationship Management Team will arrange product pickup through a third-party courier.

• In eligible cases, you will not need to bear any pickup cost (conditions apply).

Pickup & Exchange Timeline

• Pickup may take up to 7 working days.

• After the returned product reaches Hergyl, delivery of the replacement may take an additional 7 working days.

For Support & Complaints

📞 Hotline: +8801615587125
📧 Email: hergylshop@gmail.com