Returns & Refunds Policy

At Hers Calm, we want you to feel confident when shopping with us. This policy explains how cancellations, returns and refunds work, including your legal rights when purchasing online in the UK.

 

Order Cancellation:
You may request to cancel your order at any time before your order has been processed for fulfilment. To request a cancellation, please contact us as soon as possible at contact@herscalm.com with your order number.

Once an order has been processed for fulfilment, we may no longer be able to cancel it before dispatch. However, this does not affect any statutory cancellation or return rights you may have under UK law.

Your 14-Day Right to Cancel:
For most purchases made online, UK consumer law gives you the right to cancel your order within 14 days of receiving your goods, without having to provide a reason.

If you decide to cancel your order under this right:

• You must notify us within 14 days of receiving the goods.

• After notifying us, you generally have a further 14 days to return the goods.

• The goods should be returned in a condition consistent with reasonable inspection and handling.

• You may be responsible for the direct cost of returning the goods when cancelling because you have changed your mind, unless we have agreed otherwise.

• If the goods have been handled beyond what is reasonably necessary to assess their nature, characteristics and functionality, we may make a reasonable deduction from the refund to reflect any resulting loss in value.

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This statutory right is separate from our optional cancellation policy described above.
 

Returns for Change of Mind:
If you simply change your mind about a product, you may exercise your legal cancellation right within the applicable 14-day period. Please contact us before sending anything back. We will provide the appropriate return instructions.

The customer is responsible for the direct cost of returning an item when the return is due to a change of mind.
Products should be returned in a condition that allows us to assess their nature, characteristics and functionality. Items that have been used or handled beyond what is reasonably necessary may be subject to a deduction reflecting any diminished value.

Certain goods may be excluded from cancellation rights where an applicable legal exception applies, including certain sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Where an exception applies, this will be stated on the relevant product page or communicated to you where appropriate.

Faulty, Damaged or Incorrect Items:
If your item arrives faulty, damaged, or different from what you ordered, please contact us at contact@herscalm.com as soon as possible. To help us assess the issue, we may ask you to provide photographs or videos showing the problem.

If the item is confirmed to be faulty, damaged or incorrectly supplied, Hers Calm will cover the reasonable cost of returning the item where a return is required.

Your statutory consumer rights are not affected by this policy. Goods supplied to consumers must be as described, of satisfactory quality and fit for purpose.

Depending on the circumstances and your legal rights, we may offer an appropriate remedy such as a repair, replacement, refund or other remedy.

Refunds:
When a refund is due, we will process it using the original payment method, where possible.

For cancellations under the statutory 14-day right, refunds will be issued in accordance with the applicable legal requirements. Where goods are being returned, we may wait until the goods have been received back or you have provided evidence that they have been returned, whichever occurs first.

Where applicable, the refund will include the cost of standard delivery originally paid by the customer. If a more expensive delivery option was chosen, we are generally only required to refund the cost of the standard delivery option.

Refund Processing Times:
Once a refund has been initiated, the processing time may range from a few minutes to days depending on the payment provider.

After the refund has been processed, the time it takes for the funds to appear in your account or on your card statement depends on your bank or card issuer.

For example:

• Credit cards: the refund may appear on your current or a subsequent statement, depending on your card issuer and billing cycle.

• Debit cards: the refunded amount will normally be returned to the bank account linked to the card, subject to your bank's processing times.

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Hers Calm initiates the refund, but we do not control how quickly your bank or card issuer makes the funds available.
 

Refunds Without a Return:
In certain circumstances, Hers Calm may provide a refund without requiring the product to be returned.

Where this applies, we will confirm the arrangement directly with you. This does not limit or replace any statutory rights you may have.

How to Request a Return or Refund:
To request a cancellation, return or refund, please contact:
Hers Calm
Email: contact@herscalm.com

Please include your order number and a brief explanation of your request. If the item is faulty, damaged or incorrect, we may also ask for photographs or videos to help us assess the issue.

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