Returns & Refunds Policy

Last Updated: September 2, 2026

At HERZGEH, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains the conditions and procedures for returns, refunds, damaged or defective products, incorrect shipments, and related matters.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

1. Change-of-Mind Returns

You may request a return for change of mind within 14 days of receiving your order.

If items in the same order are delivered separately, the 14-day period begins when the last item in the order is delivered.

You may submit a return request through our online store or contact us at admin@herzgeh.com.

Before sending any product back, please request return instructions from HERZGEH. Returns sent without prior notice may require additional processing time.

Once return instructions have been provided, the product should be shipped back within 14 days, unless a longer period is required by applicable law.

2. Return Conditions

For a change-of-mind return, the product must not have been used beyond what is reasonably necessary to inspect its nature, characteristics, and condition.

Where applicable, returned products should include the original packaging, tags, manuals, accessories, components, and any promotional gifts included with the order.

Returns may be refused or the refund amount may be reduced, to the extent permitted by applicable law, if the product has lost value due to use or handling beyond what is reasonably necessary for inspection.

This may include, but is not limited to:

• signs of actual use;
• washing or cleaning;
• damage caused by the customer;
• stains, contamination, or significant pet hair or odor;
• missing components, accessories, manuals, or promotional gifts; or
• significant damage to packaging or tags that affects the resale value of the product.

Opening the package solely to inspect the product does not by itself make the product ineligible for return.

3. Return Shipping Costs

For change-of-mind returns, the customer is responsible for arranging and paying for return shipping unless otherwise required by applicable law.

Original shipping charges are generally non-refundable. However, where applicable consumer protection laws require the refund of standard outbound shipping charges, HERZGEH will refund those charges as required by law.

For orders that originally qualified for free shipping, the actual outbound shipping cost may be deducted from the refund only where permitted by applicable law.

HERZGEH does not charge a restocking fee.

4. Duties, Taxes and Customs Charges on Returns

Import duties, import taxes, VAT/GST, customs clearance charges, brokerage fees, and similar charges that have already been paid are generally not refundable by HERZGEH simply because a product is returned.

Whether these amounts can be refunded depends on the destination country's laws, the method by which the charges were collected and paid, and the applicable customs procedures.

Customers may be required to apply directly to the relevant customs or tax authority for a refund.

If HERZGEH collected duties or import taxes at checkout and is able to recover the relevant amount following the return, HERZGEH may refund the recovered amount to the customer as appropriate.

This section does not limit any rights available to the customer under applicable law.

5. Refusal to Pay Duties or Taxes

Customers are responsible for applicable duties, import taxes, VAT/GST, customs clearance charges, brokerage fees, and other import-related charges, except where otherwise stated at checkout or required by applicable law.

Refusal to pay applicable duties, taxes, or customs charges will not be treated as a standard order cancellation.

If an order is refused, abandoned, or returned because the customer does not pay required import charges or provide required customs information, HERZGEH may deduct the actual costs incurred from the refund, to the extent permitted by applicable law.

Such costs may include:

• return shipping charges;
• duties and taxes charged to HERZGEH;
• customs clearance or brokerage charges; and
• other costs directly resulting from the failed delivery or return.

Any remaining refundable amount will then be returned to the customer.

6. Defective, Incorrect or Incomplete Orders

If you receive a defective product, an incorrect product, or an order with missing components, please contact HERZGEH as soon as possible.

For prompt assistance, we ask that these issues be reported within 30 days of delivery, together with relevant photographs and, where applicable, photographs of the shipping box, shipping label, and packaging.

The 30-day reporting period is an operational guideline for prompt assistance and does not limit any rights you may have under applicable consumer protection laws or legal guarantees.

Depending on the issue, HERZGEH may:

• send a replacement product;
• send the correct or missing component;
• provide a full refund; or
• agree on another appropriate solution with you.

Where the issue is caused by HERZGEH, such as an incorrect shipment or confirmed product defect, HERZGEH will bear reasonable shipping costs associated with the remedy.

7. Products Damaged During Shipping

If your order arrives damaged during transportation, please notify us preferably within 7 days of delivery.

Please retain and provide photographs of:

• the damaged product;
• the outer shipping box;
• the internal packaging; and
• the shipping label.

This helps HERZGEH investigate the damage with the carrier.

Where shipping damage is confirmed, our primary remedy is a full refund. Where appropriate and agreed with the customer, we may provide a replacement shipment instead.

Depending on the product condition and destination country, HERZGEH may or may not require the damaged product to be returned.

The requested 7-day reporting period is intended to facilitate carrier investigations and does not limit any mandatory rights available under applicable law.

8. Exchanges

HERZGEH does not generally offer direct exchanges for change-of-mind requests, including changes of color or option.

If you would like a different product, color, or option, please return the eligible product in accordance with this policy and place a new order.

For international orders, exchanges are likewise handled as a return followed by a new order.

This does not apply to replacement shipments provided by HERZGEH for defective, damaged, incorrect, or incomplete orders.

9. Final Sale and Promotional Products

Products identified as Final Sale or subject to specific promotional conditions may not qualify for HERZGEH's voluntary return program.

However, a Final Sale or promotional designation does not exclude or restrict any return, refund, replacement, repair, cancellation, or other remedy that must be provided under applicable consumer protection law.

Specific promotional conditions will be disclosed at the time of the promotion where applicable.

10. Promotional Gifts and Coupons

If an order includes a promotional gift, the gift must generally be returned together with the products associated with the promotion.

Coupons are not automatically reinstated following a return or refund. Coupon reinstatement may depend on the terms applicable to the specific promotion or coupon.

11. Refund Processing

For returned products, HERZGEH will initiate any refund due under this policy or applicable law to the original payment method within 3 business days after receiving the returned product.

Where applicable law requires reimbursement within a different timeframe or upon receipt of evidence that the product has been returned, HERZGEH will comply with those requirements.

After HERZGEH initiates the refund, additional processing time may be required by your card issuer, bank, or payment provider before the refund appears in your account.

For international payments, differences resulting from currency exchange rates or fees applied by banks, card issuers, or payment providers are subject to the exchange rate and policies of those providers.

Partial refunds may be issued where appropriate and permitted by applicable law.

12. Orders That Cannot Be Delivered Due to Customer Action

If delivery fails because of an incorrect or incomplete address provided by the customer, failure to provide required customs or tax information, refusal to accept delivery, or failure to collect the shipment within the carrier's holding period, the customer may be responsible for the resulting shipping, return shipping, customs, and related costs.

If the product is returned to HERZGEH, any refundable amount may be calculated after deducting actual costs incurred, to the extent permitted by applicable law.

13. How to Request a Return

You may submit a return request through our online store or contact us at admin@herzgeh.com.

We may ask you to provide your order number or other information necessary to identify the purchase.

Please request return instructions from HERZGEH before sending your product back.

Unless otherwise instructed, returns should be sent to:

Return Address
HERZGEH Returns
78, Baegok-daero 1995beon-gil
Mohyeon-eup, Cheoin-gu, Yongin-si
Gyeonggi-do 17037
Republic of Korea

Customers are responsible for arranging and paying for return shipping for change-of-mind returns, unless otherwise required by applicable law.

Customer Support

Email: admin@herzgeh.com
Phone: +82-10-3338-2966

Business Hours: Monday–Friday, 10:00–17:00 KST (UTC+9)
Closed on public holidays in the Republic of Korea.

We aim to respond to customer inquiries within 2 business days.

14. Applicable Consumer Rights

This policy is intended to operate in accordance with applicable consumer protection laws.

If the laws applicable to your purchase provide rights or remedies that cannot legally be excluded or limited, those mandatory rights will prevail over any conflicting provision of this policy.