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.
In cases where a product defect is indeed attributable to manufacturing issues for which Hertwill is responsible, our approach is straightforward: we will either repair or replace the defective goods. If neither repair nor replacement is feasible, we will issue a full refund for the product. And yes, your customers can return the item directly to us.
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.
- Order date.
- The Product SKU where the problem occurred.
- A detailed description of the issue, and if possible, include pictures.
- In case we request the return of the item, please ensure that it is clean (e.g., the boots are not muddy).
In general, warranty cases are infrequent, so don’t worry unnecessarily.