Refund Policy

We invite you to review our policy on refunds and returns. 
The following terms are applicable for products that you purchased with us at full price.

RETURN 

You are entitled to cancel your Order within 14 days by providing substantial reason as in compliance with the EU consumer law rights. 

The deadline for cancelling an Order is 14 days from the date on which You purchased the Goods or Services on the website. 

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

  • By visiting our Service
  • By visiting our email support@lahera.co
  • By visiting our Instagram lahera.official

We will reimburse You no later than 14 days from the day on which We receive your request in accordance with the directives of the EU Consumer Law.  We will use the same means of payment as You used for the Order, and You will not incur any fees or surcharges for such reimbursement.

 


LA HERA AMBASSADOR PROGRAM 

It is a freelance program, meaning you can cut-off ties with us anytime you want. 

Our customers satisfaction is our top priority at La Hera. We will be gladly help you exchange/return items based on the following guidelines:

"ONLY DEFECTIVE PRODUCTS CAN BE RETURNED OR EXCHANGED"

 

 CHANGE OF MIND OR WRONG PURCHASED reason does not entitled a customer to an exchange or refund.

A. The Policy will not apply if the reason for the return / exchange or ask for refund is CHANGE OF MIND or WRONG PURCHASED.

B. Exchange/ Replacement will be honored within 7 (seven) days upon receive.

C. Exchange / Replacement are only entitled to customers who received defect items ; we can't make a replacement order if you CHANGE ADDRESS or  MISTAKENLY INPUT YOUR ADDRESS 

LATE OR MISSING REFUNDS (IF APPLICABLE)

1. If you haven’t received a refund yet, first reach us to our instagram account support@lahera.co

2.Then contact your credit card company, it may take 3-5 business days before your refund is officially posted.

3. Lastly, contact your bank. There is often some processing time before a refund is posted.

Guarantees (Repairs, Replacements and Refunds)

Under the EU Consumer Law, You are entitled to the remedies for at least 2 years. The remedy you are entitled to can depend on the goods in question and other factors – 

Eligible for Remedies upon further assessments;

  • Broken or damaged upon arrival (needs a photo proof)
  • Unusable
  • Misleading advertisement

Assessment should be adhering to the guarantee guidelines stipulated in the EU consumer rights.

Fault appears after the first 6 months - Remedies will be approved after further proof and assessment from the buyer

Minor fault - Pertains to appearance, color and specifications is not entitled for a refund but is eligible for other various remedies. 

Major fault - Pertains to usability as the nature of the Goods. (i.e Rusty, broken, etc upon arrival) will be eligible for remedies

Gifted Items - Remedies will be approved after further proof and assessment from the buyer.

Discounted Items - Remedies will be approved after further proof and assessment from the buyer. However, Remedies will no longer be eligible if the items were reduced due to a fault.

For refund Remedies, We will reimburse You no later than 14 days from the day on which We approved your request in accordance with the directives of the EU Consumer Law.  We will use the same means of payment as You used for the Order, and You will not incur any fees or surcharges for such reimbursement.

For replacement and repair Remedies, We will issue within 14 days after the approval and will be subject for a refund remedy after 30 days of nonereceipt incurred during shipping.

We are entitled to issue various Remedies depending on the gravity of fault in question. 

REFUND 

If the order is made at full price for items, with free shipping included we are making a refund with a further proof which includes a photo and a reasonable complain.  Refund may be redirected for customers next order balance by giving a personalized code for proceeding it in the next purchace.

If the order is made with 100% dicount code which means that at order checkout items cost 0,00 euros and costumer is paying only for shipping, unfortunately we do not refund shipping cost, referring to massive discount we have already given to our customer.

If the parcel has returned to the coutry of dispatch and the reason is that the customer did not come to the post office to recieve their order, no refund will be made. 

If the customer returns the parcel by paying for the shipment to the country of dispatch, we will refund the shipping costs, but not the shipping cost paid in order itself, as mentioned above (if the order is with 100% discount).

We are giving full refund for customers who are paying full price for jewelry pieces, which includes free shipping.

                                                                                                                                                                                                                   
EXCHANGES (IF APPLICABLE)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, reach us via our email support@lahera.co

SHIPPING & TRACKING INFORMATIONS

Track your order here

https://lahera.eu/pages/track-your-order


TIMEFRAME
Depending on where you live, the time it may take for your parcel to be delivered will vary.