Return & Refund Policy

This Return & Refund Policy applies to purchases made through hermavio.com, operated by HERMAVIO, LLC. It explains the conditions under which kitchenware and related household products may be returned, how return requests must be submitted, how return shipping costs are handled, and how approved refunds are processed. By placing an order through hermavio.com, you acknowledge and agree to the terms described below.

1. Return Period

Customers may request a return within 30 days from the confirmed delivery date shown by the applicable shipping carrier. The 30-day return period begins on the date the package is recorded as delivered, received, collected, or otherwise successfully completed by the carrier.

Return requests submitted after the 30-day period may not be accepted unless otherwise required by applicable consumer law. Customers should contact us at [email protected] before sending any product back. Products returned without prior authorization may experience processing delays or may not be eligible for acceptance.

If an order contains multiple products delivered on different dates, the return period for each product will generally be calculated from the confirmed delivery date of that specific shipment.

2. Return Eligibility and Product Condition

To qualify for a return, the product must be returned in a condition that allows us to reasonably inspect and verify its eligibility. Kitchenware and household products should be unused, clean, complete, and returned with any original accessories, removable parts, manuals, inserts, and packaging supplied with the order where reasonably possible.

Products must not show signs of use, food contact, cooking residue, stains, grease, odors, scratches caused after delivery, intentional damage, unauthorized modification, or improper cleaning. For hygiene and product safety reasons, kitchen products that have been used for food preparation, cooking, serving, cutting, drinking, or direct food contact may not be eligible for a change-of-mind return where resale would no longer be appropriate.

Where a product includes protective seals, films, safety packaging, or other hygiene-related packaging, customers should avoid removing these elements unless necessary to reasonably inspect the product. We reserve the right to refuse a return or reduce the refundable amount where the product has been used, damaged, altered, contaminated, or returned incomplete due to customer handling beyond what is reasonably necessary to inspect the item.

3. Non-Returnable or Restricted Items

Certain products may not be eligible for return unless they arrive damaged, defective, or incorrect. These may include products that have been used with food or beverages, products that cannot be safely or hygienically resold after use, personalized or customized products, products damaged through misuse, and products missing essential parts or accessories.

A product will not normally qualify for a refund where damage results from accidental misuse, improper storage, improper washing, use contrary to provided instructions, exposure to excessive heat, dropping, impact, improper installation, unauthorized repair, normal wear and tear, or other damage occurring after delivery.

Nothing in this section limits any rights customers may have where a product arrives materially defective, damaged during transportation, or different from the item ordered.

4. How to Request a Return

To begin a return, customers must contact us at [email protected] within the applicable return period. Please provide your order number, the name or description of the product being returned, the reason for the return, and any relevant photographs where the return relates to damage, defects, missing parts, or an incorrect item.

After reviewing the request, we will provide return instructions where the return is approved. Customers should not send products to an address without first receiving return instructions from us, as the return location may differ depending on the order, product, shipping origin, or processing facility.

Customers should package returned kitchenware carefully to reduce the risk of damage during return transportation. Fragile products, including glass, ceramic, metal, or other breakable kitchen items, should be adequately protected using suitable packaging materials. We may be unable to provide a full refund where a returned product is damaged because it was packaged inadequately by the customer.

5. Return Shipping Costs

Where a return is requested because the customer changed their mind, ordered the wrong product, no longer wants the item, or for another reason not caused by an error on our part, the customer is generally responsible for the cost of return shipping unless otherwise stated during the return authorization process.

Where a return is required because we sent the wrong product, the product arrived damaged in transit, or the product is confirmed to have a material defect existing at the time of delivery, we will review the circumstances and may provide an appropriate return solution, including a return label, reimbursement of reasonable return shipping costs, replacement, or refund where applicable.

Original shipping charges are generally non-refundable where the order was correctly fulfilled and the return is based on customer preference, unless otherwise required by applicable law. Any customs duties, import taxes, brokerage fees, or similar charges paid directly by a customer to a government authority, carrier, or third party are generally outside our control and may not be refundable by HERMAVIO, LLC.

6. Damaged, Defective, Incorrect, or Missing Items

Customers should inspect their order promptly after delivery. If a package or product arrives damaged, an incorrect product is received, or an item is missing from the shipment, please contact us at [email protected] within 48 hours after delivery.

To help us investigate the issue efficiently, customers should provide the order number together with clear photographs of the outer package, shipping label, internal packaging, affected product, and visible damage where applicable. Customers should retain the original packaging until the issue has been reviewed, as this information may be required for carrier claims, payment disputes, or transaction verification.

Where a claim is verified, we may offer an appropriate resolution depending on the circumstances, including replacement, reshipment, partial refund, or full refund. The available resolution will depend on the nature of the issue, product availability, shipping records, and the evidence provided.

7. Refund Processing

Once an authorized return has been received and inspected, we will review the product to confirm that it meets the conditions of this Return & Refund Policy. Customers will be informed if the refund has been approved, rejected, or requires additional review.

Approved refunds will be issued to the original payment method used for the purchase. We aim to process approved refunds within 7 business days after the return has been received, inspected, and approved.

Payments may have originally been processed through third-party payment providers such as Stripe or PayPal. After we submit an approved refund, additional processing time may be required by the customer's bank, card issuer, PayPal, Stripe, or other financial institution before the refunded amount appears in the customer's account. This additional financial institution processing time is outside the direct control of HERMAVIO, LLC.

Refunds will not normally be issued to a different card, bank account, PayPal account, or payment method from the one originally used to complete the transaction, except where required by the payment provider or applicable law.

8. Payment Disputes, Chargebacks, and Contact Information

If you believe that an order, return, or refund has not been handled correctly, please contact us at [email protected] before initiating a chargeback or payment dispute. We will make reasonable efforts to review the matter and provide an appropriate resolution based on the order records, payment information, shipping information, delivery confirmation, return communications, and any supporting evidence available.

Where a payment dispute or chargeback is initiated through Stripe, PayPal, a card issuer, bank, or other payment provider, we may provide relevant transaction records to the applicable provider. These records may include the order confirmation, payment authorization, product information, shipping address, tracking records, delivery confirmation, return request history, customer communications, photographs, refund records, and other information reasonably necessary to respond to the dispute.

Submitting a chargeback does not automatically create an entitlement to a refund where the order was properly fulfilled and the applicable return conditions were not satisfied. Refund eligibility will continue to be determined in accordance with this Return & Refund Policy, the relevant payment provider's rules, and applicable law.

For return or refund assistance, please contact us using the information below:

Company: HERMAVIO, LLC
Website: hermavio.com
Address: 10011 SE Division St, Ste 101, Portland, OR 97266, US
Phone: +1 (503) 762-2500
Email: [email protected]

This Return & Refund Policy should be read together with our Shipping Policy and Payment Policy. Where a return is approved, any refund will be processed in accordance with the payment method and refund procedures described in our Payment Policy.