Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, for purchases made on www.herzlichlabs.com.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at lb@herzlich.technology. Please note that returns will, in most cases, need to be sent to the following address:

HERZLICH AUDIOVISUAL TECHNOLOGY
VAT DK43001612
ATT: RMA
Nordlandsgade 5, 4 tv
DK- 2300
Copenhagen
Denmark

If your return is accepted, we will send you instructions on how and where to send your package. In cases where a return is due to a faulty item, you will be refunded for your return shipping costs. In certain cases, we may refer you to a local partner for repair or refund. Items sent back to us without first requesting a return will not be accepted.

You are entitled to a full refund if the entire order is returned in its original condition, including all packaging, tags, and accessories. The item must be free of damage, visible wear (e.g. "rack rash"), and odors (e.g., smoke, perfume, or other lingering scents).

If the returned item shows signs of use, damage, or odors, we reserve the right to deduct a portion of the refund to account for the diminished value. Partial returns will result in a partial refund.

If you are returning an item from outside the European Union, it is your responsibility to clearly mark the package as returned goods. Returns not marked in this way will not be accepted.

You are responsible for the return until it reaches us - package your return safely and securely, and consider using an insurance service with your chosen delivery company, as while missing packages and damage in transit is rare, it is not unavoidable.

Sending your return with tracking and sending us both the tracking number and carrier information will speed up your return, as we can better keep track of it.

You can always contact us for any return question at lb@herzlich.technology.

Finally, remember your karma - we want to help you and find a reasonable solution, so help us help you.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Cancellation requests
You may request the cancellation of an order, but please bear in mind that we cannot guarantee an order cancellation prior to your order being prepared, packed and shipped. The earlier we receive your cancellation request, the better the chance that we can accommodate your request, but we cannot guarantee an order can be cancelled before it is shipped. Your right to return is unaffected by this.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags and accessories, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Mystery bags
Please note that the content of mystery bags is unknown, and the surprise of what you receive is an intrinsic part of the value.  We always ensure the value of what you receive is significantly higher than what you pay, but we make no guarantees for the exact content.

 

Final sales
Customized items are exceptional, and considered final sales in every case. If you request customization to the function, form or appearance of a product, or request an entirely custom product, you waive your right to return the product, as customized products cannot be restocked and resold. Sorry.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at lb@herzlich.technology.