Returns & Refund Policy

Last Updated: June 2026

At Herena, we want you to shop with confidence. This Returns & Refund Policy explains your rights and the process for returning items purchased through our website.

Your Right to Cancel

In accordance with UK consumer protection laws, customers have the right to cancel eligible orders within 14 days of receiving their goods without providing a reason.

To exercise your right to cancel, please contact us at info@shopherena.com before returning your item.

After notifying us of your cancellation, you must return the item within 14 days.

The item must be returned in its original condition and packaging, with all included accessories where applicable.

Return Period

In addition to your statutory rights, Herena offers a 30-day return period from the date your order is delivered.

To be eligible for a return, items must be returned in their original condition and packaging. Products should not be damaged beyond what is reasonably necessary to inspect them.

Proof of purchase may be required before a return can be approved.

How to Request a Return

To begin a return, please contact us at info@shopherena.com.

Once your request has been reviewed, we will provide return instructions and the appropriate return address.

Items returned without prior authorisation may not be accepted.

Please do not send returns to our business address unless specifically instructed to do so.

Change of Mind Returns

If you wish to return an item because you have changed your mind, you may do so within the applicable return period.

Customers are responsible for return shipping costs for change-of-mind returns unless otherwise required by law.

Returned items must be received in their original condition and packaging to qualify for a refund.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your order arrives damaged, defective, faulty, or incorrect, please contact us as soon as reasonably possible after delivery at info@shopherena.com.

We may request photographs or additional information to help assess the issue.

Where appropriate, Herena will provide a replacement, refund, store credit, or other suitable resolution.

For approved claims involving damaged, defective, or incorrect items, Herena will cover reasonable return shipping costs.

Exchanges

If you would like to exchange an item, please contact us before returning your order.

Exchanges are subject to product availability and approval.

Where an exchange is not possible, a refund may be issued in accordance with this policy.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

Approved refunds will be issued to the original payment method used during checkout.

Refunds are typically processed within 10 business days after the returned item has been received and inspected. Your bank or payment provider may require additional time to complete the transaction.

If you have not received your refund after 15 business days from approval, please contact us.

Restocking Fees

Herena does not charge restocking fees for approved returns.

Non-Returnable Items

For hygiene, safety, legal, or product-specific reasons, certain items may not be eligible for return. Any such exclusions will be clearly stated on the relevant product page where applicable. Non-returnable items may include personalised or custom-made products, perishable goods, sealed hygiene products that have been opened after delivery, and gift cards, where permitted by applicable law.

Contact Us

If you have any questions regarding returns, refunds, cancellations, or exchanges, please contact us.

Herena

Website: https://shopherena.com

Address:

20–23 Woodside Place
Glasgow
G3 7QL
United Kingdom

Email: info@shopherena.com

Phone: +44 7380 376365

Customer Service Hours:

Monday – Friday: 9:00 AM – 5:00 PM GMT

Saturday – Sunday: Closed

Response Time:

Most enquiries are answered within 24–48 business hours.