Return Policy

EXCHANGES  AND  REFUNDS​

We are committed to creating the best shopping experience for you, but we  understand that sometimes a situation arises where an item is not right for you and you need to exchange or return it.

You can exchange or return your order within 14 days of receiving your package. This means you have 14 days from receiving your item to request a return. If more than 14 days have passed since you received your product, unfortunately we are unable to offer a refund or exchange.

To initiate a return, you can contact us at support@hervey-bay-boutique.com, specifying your order confirmation number, name and surname, email or phone number, whether you would like a refund or exchange for the item (different size/item), the reason, and attaching photos of the defects. Once we receive your request, our customer service team will forward it to the relevant team who will assess it to confirm the outcome.

To be eligible:

1. The returned item must be in the condition in which you received it.

2. The item must be returned unworn and unwashed in its original packaging with all associated labels. Otherwise, we reserve the right to refuse such a return in accordance with our terms of sale.

3. In the event that the item is NOT returned in the same condition in which the customer received it, Hervey Bay Boutique reserves the right to refuse the exchange or refund.

Exchange or refund is NOT permitted  in the event of: 
1. wrong size by the customer despite the presence of the size guide, with measurements in cm, on each page of the clothing items.
2. in case of damage to the product by the customer once it arrives at home.
3. In the event that the courier does not find the recipient at the time of delivery, Hervey Bay Boutique declines all responsibility.
4. If the courier is found to have delivered the package, Hervey Bay Boutique declines all responsibility.
5. In case the customer does not report the defect of the item, proving with photographs and or video, within 24 hours of receiving it.
6. In the event of no response within 72 hours of Hervey Bay Boutique's response to the return request, the company reserves the right not to proceed with the return and refund.

Hervey Bay Boutique reserves the right to request the customer to send via email photos of the item received that show the defect or non-conformity.

IMPORTANT NOTE
Our company is committed to providing accurate and detailed information about the products we offer, including clear descriptions, technical specifications and images. However, it is important to recognize that individual perceptions may vary from customer to customer. For this reason, we would like to clarify that personal expectations or subjective perceptions regarding the color, texture, material or aesthetic aspects of the products are not considered valid reasons for making a return.

We recognize that each customer may have a unique perception when it comes to evaluating a product. However, differences in subjective perception cannot be considered defects or inaccuracies of the product. In addition, we would like to highlight some important aspects:

a) Color Variation : Please note that the colors of the products shown on our site may differ slightly from the actual colors of the item. This color variation is not considered a defect or non-conformity. Therefore, it is not a valid basis for a return or refund, as such differences may depend on the monitor settings or other technical factors. 
b) Subjective Perception : Subjective perception or personal expectations are counterbalanced by the presence of specific information and size guides on the product pages. This information reflects the actual product as closely as possible. Therefore, personal expectations or subjective perceptions are not a valid basis for reimbursement. 
We are committed to ensuring that product information is as accurate and transparent as possible to help our customers make informed decisions. If you have any questions or concerns about products before purchasing, we encourage you to contact us for further clarification.

1. EXCHANGE

In case the item received does not correspond to the size chosen, you have the possibility to exchange the item for a larger/smaller size or for any other item on our site.
You must return the item you wish to exchange no later than 14 days after receiving the package.
You will receive all the instructions, including the address for returning the package, on your email address after contacting us.
The exchange will be shipped as soon as the package is received and inspected at our main warehouse.
Size exchanges are not allowed if the customer orders the wrong size despite having viewed and measured using the appropriate size chart. Furthermore, size exchanges or returns/refunds are not allowed if the customer has not consulted the same size guide on each page before purchasing.

Note : We do not offer returns or exchanges in case of delays. If you have any questions or concerns about our return policy, please contact our customer service team at support@hervey-bay-boutique.com .
The size of the items may differ by 1/3 centimeters from the declaration on the size chart. Having taken note of this, the customer by purchasing accepts the following possibility.
By purchasing, you declare that you have taken the return policy into consideration and consequently accept it.

2. REFUND

You must return the item, your return must have a tracking code, which is shared with us. This way we can see exactly when your return has arrived at our warehouse and initiate a refund. Without a tracking code we cannot track your shipment and your right to a refund expires because we cannot confirm whether your order has actually arrived.

IMPORTANT:

You can return your package via any logistics service. Unfortunately, we do NOT cover the shipping costs of your package, so we recommend you choose the cheapest delivery option with tracking option.
Any courier service is allowed for the return, with shipping costs paid by the customer.
We will refund your purchase within 14 days of receiving the package in our main warehouse in Asia.
The refund will be made to the payment method used for the purchase unless otherwise specified by the customer or internal issues.
Thank you for your understanding.
 
Contact the seller for a dispute/chargeback request
If the consumer intends to file a dispute or chargeback with the bank or payment service provider, it is mandatory to contact the seller first. The consumer must inform the seller in writing of the problem and give him the opportunity to resolve it. This can be done by email or through the contact form on our website. If the seller does not respond within a reasonable time or if the problem is not resolved to the satisfaction of the consumer, the latter may consider filing a dispute or chargeback. By contacting the seller first, the consumer gives the opportunity to resolve the problem quickly and efficiently without the intervention of third parties.