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Return Policy

This policy applies to online purchases only. In-store purchases are subject to different terms, which are outlined at the end of this page.

We want you to be satisfied with your purchase. If you are not, returns are accepted within 30 days from the delivery date (see Refund section for details).

Eligibility for Returns

If the return is due to an error on our part (including incorrect, damaged, or defective items), return shipping will be free once the issue is received and confirmed.

For all other returns, return shipping costs will be deducted from the refund.

Final Sale Items (Online Orders)

Due to hygiene and safety reasons, the following items are final sale and not eligible for return:

  • Wigs
  • Individual items containing blades without original packaging (e.g. eyebrow razors, cuticle trimmers)
  • All electrical items

Defective electrical items:
Hair tools such as irons and dryers may be returned for exchange only within the warranty period if a defect is confirmed.

Disclaimer

Product packaging, ingredients, or color may vary from what is displayed on the website. Product information is provided for reference only.

Hera Beauté reserves the right to limit or refuse returns of any merchandise at any time and for any reason.

Refund Inspection & Approval

Once a returned item is received, it will be inspected to confirm that it is unused, undamaged, and returned with all original packaging intact.

Exception:
If a return is initiated due to a reported quality issue or defect that can only be identified after opening or use, the item will not be evaluated based on its original condition. In such cases, inspection will focus solely on verifying the reported issue.

If an item shows signs of use, wear, alteration, or damage (excluding verified quality-related issues), no refund will be issued.

For returns claimed to be due to quality issues, if our inspection determines that the reported issue does not exist or is inconsistent with the claim, the refund will be denied.
All quality determinations are made at the sole discretion of Hera Beauté.

Return approval does not guarantee a refund.

If a refund is denied, customers will be offered one of the following options:

  • The item will be shipped back at the customer’s expense; or
  • A partial refund may be issued based on the item’s actual condition.

Refund Method

  • Returns within 14 days: Refund issued to the original payment method
  • Returns between 15 and 30 days: Refund issued as store credit, usable only at www.herabeauty.ca

Shipping Fee Deductions

(For returns not due to an error on our part)

Original shipping fees will be deducted only in the following situations:

  1. Free-shipping orders:
    If a partial return causes the remaining order value to fall below $69.99, the original shipping fee that was waived will be deducted from the refund.
  2. Non–free-shipping orders (full return):
    If all items are returned, the original shipping fee paid at checkout is non-refundable and will be deducted.

Return shipping fees are non-refundable in all non-fault returns.

How to Return

Please review this policy carefully before submitting a return request. By initiating a return, you agree to all terms stated herein.

To start a return:

Please ensure the correct quantities are selected.
Once approved, return instructions will be sent by email.

Returns without an approved request will not be accepted.

Shipping Issues (Canada Post)

Delayed Parcels

We are not responsible for transit delays but can assist in verifying shipment status.

Missing / Lost Parcels

If a package is marked as delivered but not received, please follow Canada Post’s instructions. If unresolved, we will request an investigation. A refund will be issued only if the parcel is officially deemed lost by Canada Post.

Damaged Parcels

Please contact us immediately with photos. An investigation will be initiated with Canada Post.

Hera Beauté is not responsible for parcels damaged or lost during transit.

Returned to Us by Canada Post

If a package is returned due to an incomplete/incorrect address or failure to pick up within 14 days, customers may choose one of the following:

  • Refund with original and return shipping fees deducted; or
  • Reshipment after payment of return and reshipping fees

In-Store Return Policy (Reference Only)

  • Exchanges accepted within 14 days with original receipt
  • No refunds. Exchange only.
    No exchange or return on wearable items (e.g. wigs, hair extensions, wig caps), sale items, jewelry, clothing, accessories, or cosmetics
  • Exchanges must be made in person at a Hera Beauty store

Defective electrical tools:

  • KISS or Nicka K hair tools: exchange within one year with receipt
  • ANDIS clippers: please contact ANDIS directly

Some restrictions may apply. See store for details.