Last updated: Aug. 2026
We want you to love your HerKin piece as much as we loved making it. If something isn't quite right, we're here to make it right — within a thoughtful set of boundaries that keep things fair for everyone.
1. Our Return Window
You have 30 days from the day your order arrives to let us know if you'd like to return something.
We chose 30 days because it gives you time to live with your piece — to unfold it, feel how it settles into your space, and watch how your pet discovers it. If it's not the right fit, you'll know. And we'll take it back.
If your item arrives damaged or isn't what you ordered, please let us know right away. We'll take care of it.
2. Tiered Refund Structure
To balance generous return terms with the realities of running a small cross-border brand, our refunds follow a simple two-tier structure based on when you initiate the return:
• Days 0–14 (from delivery): Full refund of the item price, issued to your original payment method. You cover return shipping.
• Days 15–30 (from delivery): Return accepted, but a 10% restocking fee will be deducted from your refund. This helps us cover the costs of inspection, repackaging, and returning the item to inventory.
• After day 30: We're unable to accept returns. If you have a special circumstance, reach out — we'll always listen.
This structure lets us offer a full 30-day window while keeping our operations sustainable as a small, independent brand shipping across the world.
3. Before You Send Anything Back
Every return starts with a quick email. Before you ship anything, please write to us at hello@herkinlife.com with:
• Your order number
• A note about why it's not quite right
• A photo or two showing the item in its current condition
This helps us understand what happened — and it lets us confirm the return is eligible before you spend money on shipping. We'll respond within 1-2 business days.
Returns sent without prior authorization cannot be accepted, and we won't be able to issue a refund for them.
4. What Can Be Returned
For a return to be eligible, your item needs to be:
• Unused and unwashed
• In its original packaging with all tags still attached
• Free of pet hair, stains, odors, or signs of wear
• Shipped back within 7 days of our return authorization email
We know pets are part of the family — and part of the story at HerKin. But for an item to be resalable (and for us to issue a refund), it needs to arrive back to us in the same condition it left. If a returned item shows signs of use, we're unable to offer a refund, and unfortunately we can't send it back to you — cross-border shipping in that direction simply isn't feasible for us as a small brand.
Damage caused by pets — including scratching, chewing, tearing, or soiling — is considered normal wear and tear and is not eligible for return or refund. These are products designed to be loved by your pets, and the evidence of that love tells a story. It just means the item can't find a new home.
5. Items That Are Final Sale
For health and hygiene reasons, we cannot accept returns on intimate apparel, skin-contact garments, or personal care products.
6. Return Shipping
Return shipping costs are at your expense. We recommend using a trackable shipping method — once a package is on its way, we can't be responsible for items lost in transit back to us.
Original shipping charges from your order are non-refundable.
7. Refunds
Once your return arrives and we've confirmed everything is in order, we'll process your refund within 5-7 business days. The refund will go back to your original payment method.
What you'll receive:
• Days 0–14 returns: Full item price
• Days 15–30 returns: Item price minus 10% restocking fee
You'll receive an email confirmation as soon as the refund is on its way.
8. Exchanges
At this stage, we're unable to offer direct exchanges. If you'd like a different size or color, the smoothest path is to return your original item (following the steps above) and place a new order.
We know that's not as convenient as a one-click exchange, and we're working on it. As we grow, so will our options.
9. Damaged or Incorrect Items
If your order arrives damaged, or if we sent you the wrong item — that's on us, and we'll make it right.
Write to us at hello@herkinlife.com with your order number and a clear photo showing the damage or the incorrect item within 3 business days of delivery. We'll arrange a replacement or a full refund within 2 business days, and we'll cover any shipping costs involved. In most cases, we won't ask you to return the damaged item — but we reserve the right to request its return before issuing a replacement, depending on the circumstances.
10. Optional Order Protection
At checkout, you'll see an option to add Order Protection to your purchase for a small fee (2% of your order, minimum $2.00, maximum $10.00).
Order Protection is an optional service that covers your package against loss or damage during transit. If you purchase it and your order arrives damaged or goes missing in transit, we'll issue a full refund or send a free replacement — no return required. We may ask for photos of the damaged item or a delivery exception notice from the carrier to help us investigate, but we'll handle the process as smoothly as possible. If you don't purchase it, our standard return and refund policy (as outlined above) still applies. This is simply an extra layer of reassurance, available if you'd like it.
If you purchased Order Protection and need to file a claim, email us at hello@herkinlife.com with your order number. We'll handle it personally.
11. Questions
We're a small team, but we take every return seriously. If you're unsure whether your item qualifies, or if something about this policy doesn't feel clear, please reach out before taking any action.
Email: hello@herkinlife.com
We'd much rather answer a few questions upfront than have you disappointed later. That's a promise.