Refund policy

RETURNS & REFUNDS POLICY

We hope you love your purchase from HerEdits. If something isn’t right, please review the full returns policy below.

At HerEdits, we believe in transparency and clear communication. This policy has been designed to explain exactly how returns, refunds, inspections, deductions, and claims are handled, ensuring both customers and HerEdits understand their rights, responsibilities, and expectations from the outset.

RETURNS

You have 14 days from the date of delivery to request a return.

Return requests submitted after the 14-day return period will not be approved.

Once a return has been approved, the item must be dispatched within 5 days of the return label being issued unless otherwise agreed in writing by HerEdits.

The dispatch scan date recorded by the carrier will be used to determine compliance with this requirement.

Returns not dispatched within this timeframe will have their return authorisation cancelled and will be refused.

Carrier delays occurring after the parcel has been handed to the carrier will not affect eligibility.

TO BE ELIGIBLE:

  • Items must be unworn, unused and in original condition
  • All tags must remain attached
  • Items must be free from fragrance, makeup, deodorant or marks
  • Items must be adequately protected during return transit
  • Returns that do not meet these conditions will be refused.

Items should be returned, where reasonably possible, in their original protective packaging.

Customers are responsible for ensuring returned items are packaged securely and appropriately for transit. Returned items should be placed within suitable protective packaging to prevent damage, contamination, soiling, or excessive handling during transport.

Where an item remains eligible for return but its resale value has been diminished, an appropriate deduction may be made from the refund amount in accordance with this policy and applicable consumer legislation.

Where an item is returned without adequate protection and arrives damaged, marked, contaminated or otherwise diminished in value, HerEdits reserves the right to make an appropriate deduction from any refund in accordance with applicable consumer legislation.

Items returned in an unsaleable condition or outside of the approved return window will not qualify for a refund. You may request the item to be returned to you at your own cost.

HOW TO REQUEST A RETURN

To request a return, please contact:

📩 support@heredits.com

Please include:

  • Your order number
  • Item(s) being returned
  • Reason for return

Returns must be approved by HerEdits before being sent back. Unauthorised returns will be refused and returned to the sender at their own cost.

RETURN COSTS

For non-faulty returns, customers are responsible for the cost of returning the item(s) to HerEdits.

Where HerEdits provides a return shipping label, the cost of the label will be deducted from the refund amount.

In addition, a £5 returns processing fee will be deducted from eligible non-faulty returns to cover handling, inspection, restocking and processing costs.

Original shipping costs are non-refundable.

Any applicable deductions, including return shipping costs and the £5 processing fee, will be confirmed when the return request is approved.

IMPORTANT RETURN INSPECTION NOTICE

Return approval and any estimated refund amount provided at the time of authorisation are provisional and subject to inspection upon receipt.

All returned items will be assessed against the return eligibility requirements set out in this policy.

Where a returned item is found to be worn, soiled, marked, altered, damaged through use, returned without its original tags, or otherwise fails to meet the return eligibility requirements, the return will be refused.

Where a returned item remains eligible for return but its resale value has been reduced, including due to inadequate packaging, transit damage, excessive creasing, missing protective packaging, or other factors affecting its resaleability, HerEdits reserves the right to make an appropriate deduction from the refund amount where permitted by applicable consumer legislation.

Where any additional deduction is proposed, the customer will be notified by email before the refund is processed and given the option to accept the adjusted refund amount or have the item returned to them at their own cost instead.

Customers will have 48 hours from the time the email is sent to respond. If no response is received within this period, the adjusted refund will be processed automatically and the return will be deemed accepted.

Once the refund has been processed and the return case has been closed, the decision is final. Requests to have the item returned after the 48-hour response period has expired, or after the refund has been processed, will not be accepted.

PROMOTIONAL OFFERS & BUNDLES

Items purchased as part of a bundle, multi-buy offer, outfit promotion or discounted promotion must be returned together to qualify for a full refund.

If part of the order is kept, the original promotional discount may no longer apply and may be deducted from the refund total.

Where a return causes the remaining order value to fall below the free shipping threshold, the original free shipping promotion may no longer apply. In such cases, the standard shipping charge applicable at the time of purchase may be deducted from the refund amount.

RETURN COSTS SUMMARY

For non-faulty returns:

  • Return postage is paid by the customer
  • Any return label provided by HerEdits will be deducted from the refund
  • A £5 processing fee will be deducted from the refund
  • Any refund amount or deduction provided at the time a return is authorised is strictly provisional and subject to inspection upon receipt by HerEdits.

  • Where additional deductions are identified following inspection, these will be confirmed by email before the refund is processed. Customers will have 48 hours to accept the adjusted refund amount or request the item be returned to them at their own cost instead. If no response is received within 48 hours, the refund will be processed automatically.

  • Original shipping costs are non-refundable

  • If returning part of an order causes the remaining order value to fall below the free shipping threshold, the original shipping charge may be deducted from the refund

  • All returns are subject to inspection upon receipt. 

REFUNDS & STORE CREDIT

Once your return has been received and inspected, we will notify you of the outcome.

Where a return is approved, any applicable deductions will be applied in accordance with this policy.

If the return is approved, the final refund amount will be issued to your original payment method unless store credit has been agreed.

Please allow up to 5 working days for refunds to be processed once approved.

This does not affect your statutory rights.

EXCHANGES

Exchanges are not offered due to limited stock availability. Customers wishing to obtain a different size, colour, or item must return their original purchase (subject to this policy) and place a new order.

FAULTY OR INCORRECT ITEMS

If you receive an item that is faulty or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Clear photographs of the issue
  • Your order number

All claims are assessed in line with UK consumer law.

Claims reported outside this timeframe may be more difficult to assess where the condition of the item can no longer be verified.

Items showing signs of wear, misuse, damage after delivery, washing, alteration, or inconsistent handling will not be accepted as faulty.

If a fault, imperfection, mark, sign of wear, or defect was clearly disclosed in the product description, photographs, or during a live sale, the item will be considered accepted in that condition at the time of purchase and will not qualify as faulty.

For quality assurance and dispute protection, HerEdits may request photographs, videos, packaging, or other supporting evidence when assessing a claim.

HerEdits reserves the right to compare any claim against quality control records, packing records, product photographs, live sale recordings, and any other evidence available at the time of dispatch.

MISSING ITEMS

All orders are checked, packed and sealed prior to dispatch.

For quality assurance and dispute protection, the packing process is recorded.

If you believe an item is missing from your order, you must contact us within 48 hours of delivery.

Please include:

  • Your order number
  • Photographs of the packaging received, including any labels where available

Claims will be assessed against packing records, order checks, dispatch records, and any other available evidence.

QUALITY CONTROL & VERIFICATION

All items are carefully inspected prior to dispatch.

For quality assurance and dispute protection, the checking, packing and sealing of orders is recorded.

These records are retained as evidence of item condition at the point of dispatch and may be used when assessing claims, disputes, returns, missing item reports, or allegations of damage.

PRODUCT CONDITION NOTICE

The following are not considered faults:

  • Loose threads
  • Minor stitching variations
  • Slight colour differences due to lighting, photography, screen settings, or device displays
  • Natural fabric variations
  • Variations in pattern placement, print positioning, or fabric texture
  • Differences in fragrance perception, scent strength, longevity, projection, or personal scent preference
  • Variations in fragrance performance caused by skin chemistry, environment, application method, storage conditions, or individual sensitivity to scent notes

HYGIENE & NON-RETURNABLE ITEMS

The following items are non-returnable unless faulty:

  • Jewellery
  • Beauty products
  • Personalised items
  • Fragrances

For hygiene, safety, and quality assurance reasons, these items cannot be returned where they have been opened, used, tested, or otherwise handled beyond what is reasonably necessary to establish their nature and condition.

PREORDERS & DEPOSITS

Items secured via deposit or preorder are considered committed purchases and are reserved specifically for the customer placing the order.

Deposits are non-refundable once sourcing has begun.

Orders must be completed within the stated timeframe.

Preorder items are non-returnable unless faulty, incorrectly supplied, or significantly not as described.

LIVE CLAIM SALES & BANK TRANSFERS

Items sold through live claims, live sales, clearance events, or bank transfer purchases are sold as seen and described at the time of sale.

By completing payment, you acknowledge and accept the condition, description, measurements, sizing guidance, photographs, and any disclosures provided before purchase.

Where any fault, imperfection, mark, sign of wear, or defect has been clearly disclosed before purchase, the item will be considered accepted in that condition.

Due to the heavily reduced nature of live claim, clearance, and bank transfer purchases, these sales are considered final sale and are non-returnable unless faulty, incorrectly supplied, or significantly not as described in accordance with your statutory rights.

CLEARANCE ITEMS

Clearance items are heavily reduced to clear stock and are priced accordingly.

Where any fault, imperfection, mark, sign of wear, or defect has been clearly disclosed prior to purchase, the item will be considered accepted in that condition.

Clearance items are non-returnable unless faulty, incorrectly supplied, or significantly not as described in accordance with your statutory rights.

IMPORTANT

All items are checked prior to dispatch. Packing, handling, and dispatch processes are recorded for quality assurance, verification, and dispute protection purposes.

HerEdits takes fraudulent activity seriously. Claims found to be intentionally false, misleading, fraudulent, or made in an attempt to obtain goods, services, or refunds dishonestly will be reported to Action Fraud, the police, payment providers, delivery carriers, and any other relevant authorities or organisations where appropriate.

Photographs, videos, packing records, dispatch records, correspondence, and any other relevant evidence will be retained and provided as part of any investigation.

YOUR RIGHTS

Nothing in this policy affects your statutory rights under UK consumer law.