Refund Policy
Your satisfaction matters to us. Every Her Moment order is covered by an unconditional 30-day money-back guarantee — if you are not happy, you get your money back. The only exception: opened cosmetic and personal-care products, which cannot be returned for hygiene and safety reasons unless they arrived damaged or defective.
30-Day Money-Back Guarantee
You may withdraw from your purchase within 30 days of delivery without giving a reason. Contact us within that window and we will refund you in full once the returned items reach us. You do not need to explain why — a simple “I would like to return my order” is enough.
To keep the guarantee fair for everyone, please return items unused and in the condition you received them, ideally in their original packaging. The 30-day window applies to all eligible goods; opened cosmetics and personal-care products are excluded as described below.
Hygiene Exception: Opened Cosmetics
Cosmetic and personal-care products that touch the skin cannot be resold once opened. For hygiene and health reasons, the following cannot be returned or refunded unless they arrived damaged or defective:
- Creams, make-up, lipsticks, and perfumes that have been opened
- Skincare, haircare, and nail-care products that have been opened
- Any other product that has been opened and comes into direct contact with skin or mucous membranes
- The item arrived damaged or faulty.
- You received the wrong product.
- The carrier confirmed the parcel as lost.
- A shipping mistake prevented delivery.
- Email [email protected] with your order number and, if relevant, photos of the issue.
- We confirm your return and provide a return label with instructions.
- Once your return arrives and is checked, we refund the purchase price to the payment method you used.
- Refunds usually appear within 5–10 business days, as banks and card providers handle this at their own pace. If it takes longer, contacting your bank first usually helps.
Unopened products in their original sealed packaging are fully covered by the 30-day guarantee.
When You Can Get a Replacement or Refund
Beyond the money-back guarantee, we will always make it right when something goes wrong. Please contact us within 30 days of delivery and include your order number with clear photos or video where relevant:
How Refunds Work
Original and return shipping costs are refunded together with the item price when a return is made under the 30-day money-back guarantee or when the item arrived damaged, defective, or wrong.
Sale & Discounted Items
Items bought during promotions or with discount codes enjoy the same 30-day money-back guarantee. Your rights stay intact if the item arrives damaged, faulty, or wrong.
Need Help?
Questions about a refund or a return? Email us at [email protected] and include your order number and a short description of the issue. We aim for the fairest and fastest solution every time.
