Return policy

Thank you for shopping with us. Your trust in our custom products is greatly appreciated. However, please note that due to the custom nature of our items, we have a specific return and refund policy in place. Please review it below:

 

Returns and Cancellations

  1. Returns: Our products are made-to-order and customized specifically for you, hence we do not accept returns or offer refunds. We are not responsible for damages incurred during shipping. Any damage claims must be made with the shipping carrier directly. Additionally, we are not liable for delays in shipping caused by the carrier.

  2. Cancellations: Should you need to make changes to your order, such as altering the theme or items, you may do so only if your order has not yet entered production. Please contact our customer support team at support@herasignature.com to request any changes or cancellations. We will make every effort to accommodate your request within the allowed timeframe.

 

Custom Orders

Please understand that once you place a custom order, it cannot be cancelled or returned. It is crucial to double-check all details and specifications before confirming your order.

When placing an order for custom items, please provide the desired delivery date. It is important to note that the delivery date should not be the same as the event date. If the provided delivery date is the same day as the event, we cannot guarantee that your items will arrive in time for the occasion. Therefore, we recommend selecting a delivery date that allows for sufficient time for production and shipping.

 

 Proof & Approval Policy

To ensure the accuracy and satisfaction of your custom items, we follow a proof and approval process. We take pride in sending a proof for your review and approval before proceeding with printing your order. This step allows for minor adjustments to be made, such as correcting spelling mistakes, making minor color changes, adjusting photo placement, adding or removing small design elements, or selecting a different font.

 

Design Changes and Approval Process

Please be aware that significant design alterations may result in a design fee of $15 or more. These changes include completely changing the theme, replacing previously edited photos, altering requested items, or requesting multiple design revisions. Our goal is to deliver precisely what you envision, and we endeavor to accommodate these changes to the best of our abilities.

We kindly request up to 72 hours for your approval. If 72 hours pass without a response, the order will be shipped as depicted in the provided design proof. Therefore, it is essential to thoroughly review the proof and provide timely feedback to avoid any delays or misunderstandings.

 

Chargebacks

At HERA Signature, we prioritize customer satisfaction and are dedicated to resolving any concerns or issues you may have with your order. If you encounter any problems, we kindly ask that you contact us at support@herasignature.com for prompt assistance. Your satisfaction is our top priority, and we will strive to find amicable solutions to address your concerns.

However, if you opt to file a chargeback with your bank without first contacting us, please note that this action will result in your inability to shop with HERA Signature in the future. Chargebacks can negatively impact our business, and we believe that open communication is crucial for resolving any issues. Furthermore, any fraudulent chargebacks will be met with appropriate legal action to safeguard our business and the interests of our honest customers.

 

Shipping Policy

At HERA Signature, we are committed to ensuring that our customers receive their orders promptly and in perfect condition. Please review our shipping policy below:

  1. Shipping Carrier Responsibility: Once your order is handed over to the designated shipping carrier (such as UPS), any damages or issues that occur during transit become the sole responsibility of the shipping carrier. Therefore, we cannot accept liability for any damages that may occur during shipping.

  2. Damage Claims: If you receive a damaged item, we kindly ask that you file a claim directly with the shipping carrier. Please provide them with all relevant information and supporting documentation, including photographs of the damaged packaging and items. We will assist you during this process to the best of our ability.

  3. Shipping Delays: While we strive for timely delivery of your orders, please understand that we are not responsible for any delays caused by the shipping carrier. Factors like weather conditions or traffic incidents may affect the delivery timeline. Rest assured, we will provide you with a tracking number for your order to monitor its progress and estimated delivery date.

  4. Shipping Methods and Tracking: We primarily use UPS or Canada Post for shipping, depending on the destination and package size. Upon shipment, we will provide you with a tracking number to monitor your order's progress through the carrier's website.

  5. International Shipping: For international orders, please be aware that additional customs fees, taxes, or import duties may apply upon delivery. These charges are determined by the destination country's customs office and are the responsibility of the recipient. We recommend contacting your local customs office for further information on potential fees.

Thank you for taking the time to review and understand our policies. If you have any questions or require further clarification, please do not hesitate to reach out to us at info@herasignature.com.

We appreciate your support and eagerly anticipate serving you with our quality custom products.