Refund policy

Return & Exchange Policy

At Hethara we take pride in offering products of the highest quality. Our formulas contain live probiotic ferments, ceramides and antioxidants — ingredients whose stability depends on correct storage. This is why our return window is different from most brands, and why we ask you to check your order on the day it arrives.

1. Same-day return window

  • Returns and exchanges are accepted *on the day you receive your order*.
  • This protects you as much as it protects us. Once a product has been stored outside our control — in a hot car, in direct sun, or above 30°C — we can no longer guarantee that the formula performs as it should. We will not resell a product we cannot stand behind.
  • Please inspect your order with the courier present, or as soon as possible after delivery.

2. Damaged or incorrect items — we cover everything

  • If your order arrives damaged, leaking, or is not what you ordered, *Hethara covers all shipping and handling costs*.
  • Send us a clear photo of the item and the invoice on the day of delivery and we will replace it.
  • There is no charge to you in this case, under any circumstance.

3. How to request a return or exchange

Contact us on the day you receive your order:

Please include your order number, full name, phone number, what you would like to do (return, exchange or refund), and a clear photo of the invoice and the products received.

4. Shipping costs

  • For returns and exchanges by customer choice, return shipping is the customer's responsibility.
  • - *Exception:* if the item arrived damaged or incorrect, Hethara covers everything.

5. Refunds

  • Refunds are credited to the original payment method used at purchase.
  • Once your return is approved, refunds are processed *within 2–5 working days*.
  • Depending on your bank, it may take a few additional days for the amount to appear in your account.

6. Cash on delivery orders

If you paid cash on delivery, refunds are issued by bank transfer or as store credit — whichever you prefer. We will confirm the details with you directly.

7. Promotions and discounts

If you return an item purchased during a promotion, discount, or free shipping offer, only the paid value of the item is refunded, excluding shipping fees.