Return and Exchange Policy

This policy applies to purchases made on Hemero.vn. By placing an order, you agree to the terms outlined below. For Vietnamese customers, this policy complies with applicable laws and is provided in both English and Vietnamese.

1. Custom Uniforms (Made-to-Order)

Custom uniforms are made to your approved specifications. As such, they are not eligible for returns or exchanges, except in cases where the issue arises from errors made by Hemero, such as:

• Manufacturing defects.
• Incorrect sizing (if not matching the approved proof).
• Errors in customization or design that deviate from the approved proof.

Conditions for Exchanges:

• Customers must report the issue within 7 days of receiving the product.
• Proof of the defect or error (photos or videos) must be submitted to our team for review.
• Exchanges will only be processed once the original item is returned to Hemero in unused condition.

We reserve the right to deny exchanges if the reported issue does not fall under the conditions above.

2. Retail Products

Retail products are eligible for returns or exchanges within 30 days of receipt, subject to the following conditions:

Eligibility for Returns/Exchanges:

• The product must be unused, in its original condition, with all tags attached and in the original packaging.
• Any signs of wear (including trying on socks, footwear, or apparel) will render the item ineligible for return.
• Clearance or discounted items are final sale and cannot be returned or exchanged.

Process for Returns/Exchanges:

• Customers are responsible for the shipping fees associated with returning the item.
• Refunds will be issued to the original payment method or bank account once the return is approved.
• Exchanges are subject to product availability. If the requested item is unavailable, customers can choose a refund or store credit.

Hemero reserves the right to determine if the product meets the return/exchange conditions.

3. General Terms

• Shipping Fees: Customers are responsible for return shipping fees unless the issue is due to Hemero’s error.
• Inspection Timeline: All returned items will undergo inspection within 4–5 business days of receipt. If the product is deemed ineligible for return or exchange (e.g., used or damaged), the item will be returned to the customer at their expense.
• Refund Timeline: Refunds are processed within 7 business days after the return is approved.

4. Exceptions

• Socks, undergarments, and similar items are considered worn if tried on and cannot be returned or exchanged.
• Custom products approved by the customer are final and non-refundable unless covered under Section 1.

5. Dispute Resolution

In the event of a dispute, the matter will be resolved in accordance with the laws of Vietnam. Any disputes must be submitted to the Vietnamese courts for mediation or resolution.

6. Contact Information

For any questions or assistance, please contact our customer service team at:

• Email: [email protected]