Returns and cancellations

Return eligibility depends on the items in your order.

For hygiene and health protection reasons, products that have been used or have had their original hygiene seal broken cannot be returned or refunded, where the applicable law permits this exclusion. Products must remain unused, unopened, and in their original sealed packaging to qualify for a return under our standard return policy.

Where returns are accepted, items must be returned in the same condition they were received, unworn or unused, with tags, and in their original packaging or as otherwise indicated in the return instructions. We may reduce your refund if the item has been used, damaged, or handled more than necessary, where permitted by law.

You may request a return within 30 days after the last item on your order is delivered, subject to the eligibility requirements and exceptions outlined in this policy.

You are responsible for arranging return shipping, except where applicable law requires otherwise.

You can request cancellation or removal of items from your order until the item is shipped.

How to start a return or cancellation

Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.

Contact us before returning an item.

If your return is approved, we will provide you with instructions on how and where to send your package to complete your return.

Items sent back without first requesting a return will not be accepted under our standard return procedure. This does not affect any statutory rights you may have.

To start a cancellation request, contact us.

Damages and issues

Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item.

If your product arrives damaged, defective, or incorrect, please contact us so we can evaluate the issue and provide an appropriate solution.

The hygiene-related return restrictions do not affect your statutory rights regarding defective, damaged, or incorrectly supplied products.

Exceptions and non-returnable items

For hygiene and health protection reasons, we do not accept returns of products that have been used or have had their original hygiene seal broken, where such products are not suitable for return due to health protection or hygiene reasons.

Once the hygiene seal has been broken, the product is no longer eligible for return or refund under our standard return policy, where permitted by applicable consumer protection laws.

To qualify for a standard return, products must meet the following conditions:

• The product must be completely unused.

• The original hygiene seal must remain intact.

• The product must be in its original packaging.

• The product must be returned in the same condition in which it was received.

Opening an external shipping package does not, by itself, remove your statutory right of withdrawal.

Some items may not be eligible for return, as stated in the return terms above or on the product listing, website, or in-store at the time of purchase.

These restrictions do not apply where applicable consumer protection laws provide otherwise, including statutory rights relating to defective or non-conforming goods.

Contact us if you have questions about whether a specific item can be returned.

Exchanges

Contact us to ask about exchange options before returning your item.

For hygiene and safety reasons, products that have been used or have had their original hygiene seal broken are not eligible for exchanges under our standard exchange policy, where permitted by law.

This does not affect your statutory consumer rights.

European Union returns and cancellations

If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.

Please note that the right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once their seal has been broken after delivery, where this statutory exemption applies.

For products covered by this exemption, breaking the original hygiene seal means that the product cannot be returned under the 14-day right of withdrawal.

After you notify us that you wish to cancel, you must return eligible goods within 14 days.

We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.

United Kingdom returns and cancellations

If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.

For hygiene and health protection reasons, sealed products that are not suitable for return due to hygiene or health protection reasons cannot be returned under the statutory cancellation right once their original hygiene seal has been broken after delivery, where the applicable exemption applies.

After you tell us you wish to cancel an eligible order, you must return the goods to us within 14 days.

We will refund eligible cancelled orders within 14 days after we receive the returned goods or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund was approved.

Products that have been used or have had their original hygiene seal broken are not eligible for a refund under our standard return policy where the hygiene-related exclusion is permitted by applicable law.

If approved, you will be refunded to your original payment method, unless otherwise stated. Your bank or payment provider may need additional time to process and post the refund.

If you do not see your refund within a reasonable period of time since your refund was approved, contact us.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.

Contact

To request a cancellation, start a return, inquire about a return, ask about an exchange, or report damaged items, please contact us at support@herculesjaw.com or use the contact details in our contact information policy.