Refund policy


Last Updated: July 2022, 2025

At Hertape, we are committed to delivering products of the highest quality — thoughtfully designed, responsibly made, and crafted to support your confidence and comfort. As our products are considered intimate wear, we uphold strict hygiene and quality control measures.

Please read the following policy carefully before placing your order.

🔁 ALL SALES ARE FINAL

Due to the intimate nature of our garments, all purchases are  non-refundable once an order has been placed and confirmed.

We do not accept returns or refunds for:

  • Change of mind

  • Discounted or promotional items

  • Worn, washed, or opened products

🔄 EXCHANGE POLICY (FOR SIZE OR COLOR ONLY)

We understand that choosing the perfect fit can be challenging, so we offer size or color exchanges under the following conditions:

You are eligible for an exchange if:

  • Your request is submitted within 7 days of receiving your order.

  • The item is unused, unwashed, and in its original packaging with all tags intact.

  • You provide a complete and unedited unboxing video, starting from the sealed parcel to the product display. This video serves as proof that the item was received in its original condition.

Kindly note:
We will not process any exchange request without a valid unboxing video. This is a standard policy to ensure product integrity and fairness for all customers.

⚠️ DEFECTIVE ITEMS

If you believe you have received a defective or damaged item, please report it to our team within 3 days of delivery.

To proceed with a defective item report, you must:

  1. Submit your complaint along with your order number and photos/videos showing the defect.

  2. Include a full unboxing video, clearly showing the sealed package being opened.

Without this video, we regret that we will be unable to process your claim.

If approved, you may be eligible for:

  • A one-time replacement of the same item (subject to availability), or

  • Store credit of equivalent value.

🚚 SHIPPING FOR EXCHANGES

  • All shipping costs for exchanges are the responsibility of the customer unless the exchange is due to a confirmed product defect or order error on our part.

  • We recommend using a trackable courier service, as we are not liable for any returns lost in transit.

💳 REFUND POLICY

We do not issue refunds except in the rare case where:

  • The product was never shipped

  • A defect was confirmed and the replacement is unavailable

In those cases, we will notify you and offer:

  • A refund to your original payment method, or

  • Store credit, based on your preference

Refunds (if applicable) will be processed within 7–14 business days after approval. Please note that refund timelines may vary depending on your payment provider.

📝 HOW TO INITIATE AN EXCHANGE OR CLAIM

Please submit your exchange request by contacting us through one of the following methods:

📧 Email: hertapeindonesia@gmail.com
📱 WhatsApp Support: 0851 5657 0305

📌 IMPORTANT NOTES

  • We reserve the right to deny any return, exchange, or refund request that does not meet the above conditions.

  • Requests submitted outside the timeframe or without complete documentation will not be accepted.

  • Store credit is valid for 3 months from the issue date unless otherwise stated.