Hermoda Return & Exchange Guide

Hermoda – Pakistan's Emerging Women's Fashion Brand

Every Queen Deserves to Be Seen

Return, Exchange & Refund Policy

At Hermoda, we believe that every queen deserves to be seen with confidence, elegance, and style. We are committed to providing high-quality fashion and a seamless shopping experience. If your order does not meet your expectations, we offer a fair, transparent, and customer-friendly policy to ensure every concern is handled professionally.

Exchange Policy

We offer exchanges on all eligible products within 7 days of delivery.

Eligibility Conditions

To qualify for an exchange:

  • The product must be unused, unwashed, and in its original condition.

  • All original tags, labels, and packaging must be intact.

  • The exchange request must be submitted within 7 days of receiving the order.

  • The item must not show signs of wear, damage, alteration, or misuse after delivery.

Important Size & Color Clarification

Please note that certain variations are considered normal production standards and do not qualify as defects:

  • Size variation of up to ±1 to 1.5 inches.

  • Color variation of up to ±5% due to photography, lighting, fabric dye lots, or screen display differences.

  • Minor differences in fit, texture, or fabric perception.

These variations fall within acceptable industry tolerances and are not considered manufacturing faults.

Exchange Delivery Charges

Customer Preference Cases
(Size change, style change, color preference, change of mind, etc.)

  • Delivery charges will be paid by the customer.

Hermoda Error Cases
(Wrong item sent, major manufacturing defect, or confirmed size mismatch from the provided size chart)

  • Delivery charges will be covered by Hermoda.

Shared Responsibility Cases

  • Delivery charges may be shared equally between Hermoda and the customer.

Exchange remains our preferred and fastest method of resolving eligible order concerns.

Return & Refund Policy

If you are not satisfied with your purchase, you may request a return or refund within 7 days of delivery, subject to the conditions outlined below.

A. Preference-Based Returns

Preference-based returns include situations such as:

  • Change of mind.

  • Style preference.

  • Color preference.

  • Fitting preference.

  • Ordering by mistake.

  • Any reason unrelated to a product defect.

Refund Method

For preference-based returns:

  • Cash refunds will not be issued.

  • Customers will receive a Hermoda Store Voucher instead.

Applicable Deductions

A deduction of 5% of the total order value will apply, which includes:

  • 4% government taxes applicable to COD transactions.

  • 1% packaging, handling, and operational expenses.

Additional Conditions

  • Return shipping charges will be the customer's responsibility.

  • Store vouchers can be used for any future purchase.

  • Store vouchers have no expiry date and remain valid as long as Hermoda continues operating.

Store vouchers are the fastest and most efficient solution for preference-based returns.

B. Wrong Item or Damaged Product Refund

A cash or bank refund may only be approved if:

  • The customer receives the wrong product, or

  • The product arrives with a major confirmed manufacturing defect or damage, and

  • A replacement item is unavailable.

Refund Approval Conditions

  • The product must remain unused and in original condition.

  • The item must pass inspection by the Hermoda support team.

  • Photo or video evidence may be requested before approval.

  • Refund requests must be submitted within 7 days of delivery.

Refund Processing

Once approved:

  • The refund will be processed to the customer's bank account or original payment method.

  • Processing times may vary depending on the payment provider and banking system.

  • Delivery charges will be assessed based on the circumstances of the case.

Important Condition

Refund requests may be rejected if the returned item is:

  • Used or worn.

  • Washed or cleaned.

  • Altered or modified.

  • Damaged after delivery.

  • Missing original tags or packaging.

  • Not in resellable condition.

Customer Conduct & Support Guidelines

To ensure fair and efficient service for all customers, we kindly request adherence to the following guidelines.

Customer Communication

  • Please communicate respectfully with our support team.

  • Our team is committed to helping every customer find the most suitable solution.

Support Availability

  • WhatsApp is our primary customer support channel.

  • Responses may take up to 3 working days during busy periods.

  • Customers may contact us via phone if required.

  • Due to high order volumes and operational schedules, calls may occasionally go unanswered.

Misuse & Misbehavior Policy

Hermoda reserves the right to refuse service in cases involving:

  • Abusive language.

  • Harassment.

  • Threats.

  • Fraudulent claims.

  • Repeated misuse of return, refund, or exchange policies.

In such situations, requests may be declined and future service may be restricted.

Inspection Policy

All returned products undergo a quality inspection before approval.

Hermoda reserves the right to:

  • Approve or reject exchange requests.

  • Approve or reject return requests.

  • Approve or reject refund requests.

Final decisions will be based on the condition of the returned product and compliance with this policy.

Policy Principle

Our goal is to maintain a fair balance between customer satisfaction and business sustainability while ensuring transparency, professionalism, and trust in every order.

At Hermoda, we value every customer and strive to provide solutions that are fair to both our customers and our brand.

Contact Us

Customer Support

📱 WhatsApp (Primary Support): 0321-2678756
📞 Call Support: 0321-2678756
📧 Email: support@hermoda.com

Hermoda

Every Queen Deserves to Be Seen