Hertwill 2-Year Warranty Policy
Hertwill is one of the very few dropshipping apps where products come with a 2-year warranty. Every product in our catalog is covered, except cosmetics, edible items and candles.
We stand behind the quality of the products we offer, but manufacturing defects can happen. If one of your customers has an issue with a product, we will help resolve it according to the warranty terms below.
What the warranty covers
The warranty covers manufacturing defects. It does not cover:
- Damage caused after delivery — for example from incorrect use or accidents.
- Normal wear from regular use.
Reporting a defect
Report a defect promptly after it is discovered. If a claim is reported with a delay that makes it difficult or impossible to inspect the product or determine a remedy, the claim may be rejected.
How we resolve claims
When a manufacturing defect is confirmed as our responsibility, we repair the product. If repair is not possible, we replace it — and if neither is viable, we issue a full refund.
Your customer can return the item directly to us if we request the return for warranty inspection or repair. Only clean products are accepted — if you prefer not to clean a returned item yourself, we can do it for a one-time fee of 19.99 €.
How to file a claim
Email us at hello@hertwill.com with the following information:
- Order number
- Order date
- Product SKU
- A detailed description of the issue — photos help us resolve claims faster
- The condition of the product
