Hertwill 2-Year Warranty Policy

At Hertwill, every product in our catalog comes with a 2-year warranty (except cosmetics, edible items, and candles), underlining our confidence in their superior quality and durability. We stand firmly behind our offerings, but we also recognize that, on rare occasions, manufacturing defects might occur. If you find that one of your customers is facing such an issue, we deeply regret the inconvenience and are committed to resolving it promptly.

It’s important to note that our warranty does not cover damages arising from the consumer’s actions or inactions, such as incorrect use, accidents, etc., after the goods have been delivered. Additionally, normal wear and tear from regular usage is not covered under this warranty.

Any defect or suspected defect must be reported to Hertwill as soon as it is noticed. Warranty claims should not be delayed, especially if the product continues to be used after the issue appears.

When reporting a warranty case, the merchant must tell us when the issue was first noticed and provide photos, videos, or other relevant information as soon as possible.

If a defect is reported late and the delay makes it difficult or impossible to inspect the product, determine the cause of the issue, repair or replace the item, or if continued use after the defect appeared has made the damage worse, Hertwill may reject the warranty claim or limit the remedy offered.

If the product defect is caused by a manufacturing issue for which Hertwill is responsible, we will either repair or replace the defective goods. If neither repair nor replacement is possible, we will issue a full refund for the product.

Your customers can return the item directly to us if we request the return for warranty inspection or repair.

Note: Only clean products will be accepted for warranty or repair work.

To Initiate a Warranty Claim:

If you encounter a warranty-related issue, please reach out to us without hesitation. You can contact us via chat or send an email to hello@hertwill.com. Please include the following in your message:

Order number.

1. Order date.
2. The Product SKU where the problem occurred.
3. A detailed description of the issue, and if possible, include pictures.
4. If we request the return of an item for warranty purposes, please ensure it is clean (e.g., boots are not muddy). If the returned product is not clean, it will be sent back, and the shipping and return costs will be covered by the merchant. Alternatively, the merchant may choose to pay a one-time cleaning fee of €19.99.

In general, warranty cases are infrequent, so don’t worry unnecessarily.