Store information
Returns, Refunds & Exchanges
Effective Date: 13 September 2026
Last Updated: 13 September 2026
At Hers Comfort, customer satisfaction, product quality and hygiene are our priorities.
Because we sell intimate apparel, our Exchange & Return Policy is designed to protect both our customers and the hygiene standards of our products.
1. When Can You Request an Exchange or Return?
An exchange or return request may be considered when the product is:
• Damaged upon delivery
• Defective due to a manufacturing issue
• Incorrect product delivered
• Incorrect size sent by Hers Comfort
• Missing from the confirmed order
• Significantly different from the confirmed order
All requests are subject to verification and the conditions described below.
2. Report Within 48 Hours
Customers should contact Hers Comfort within 48 hours of receiving the order if there is a problem with the product.
Please contact:
📞 +8801611741707
📧 support@herscomfort.com
For the fastest resolution, please report the issue before wearing, washing, altering or using the product.
3. Wrong Product Delivered
If you receive a product different from what you ordered, contact us within 48 hours.
After verification, Hers Comfort may arrange an appropriate replacement or other applicable remedy.
4. Wrong Size Sent by Hers Comfort
If you ordered one size but we mistakenly sent another size, the product may qualify for exchange if:
• It is unused.
• It is unworn.
• It is unwashed.
• It is undamaged.
• It meets our hygiene requirements.
• The requested replacement size is available.
5. Damaged Product
If your product arrives damaged, please contact us as soon as possible.
Please provide clear photographs/videos showing:
• The product
• The damaged area
• The original packaging
• Courier/shipping label
This information may be required to investigate the claim with our delivery partner.
6. Manufacturing Defect
If you believe a product has a manufacturing defect, please contact us with clear photographs/videos.
Our team may inspect the product before approving an exchange, replacement or other applicable remedy.
7. Missing Item
If an item appears to be missing from your order, please notify us within 48 hours of receiving the parcel.
We may verify the order against our packing records and courier information.
8. Hygiene-Based Non-Returnable Products
For hygiene and safety reasons, the following types of products are generally not eligible for return or exchange once opened, worn, washed or used:
• Panties
• Thongs
• Briefs
• Lingerie bottoms
• Bodysuits
• Shapewear
• Hosiery/stockings
• Other intimate garments
• Products specifically marked "Non-Returnable"
This restriction does not apply where the product has a qualifying defect, was incorrectly supplied, was damaged in delivery, or where a remedy is required under applicable law.
9. Change of Mind
If a customer simply changes their mind after purchasing an intimate product, return or exchange may not be available, particularly where the product has been opened, worn, washed or used.
For eligible unused products, any exchange consideration will depend on:
• Product category
• Hygiene condition
• Availability
• Original packaging
• Specific product terms
10. Wrong Size Selected by Customer
Customers are strongly advised to review the size chart before placing an order.
If the customer selects the wrong size, exchange may be possible for eligible products that remain:
• Unworn
• Unwashed
• Unused
• Undamaged
• Free from stains, odour, makeup, perfume or other contamination
• In original packaging/tags where applicable
Some intimate products may not be eligible for size exchange.
11. Conditions for Exchange
An eligible product should generally be:
✔ Unused
✔ Unworn
✔ Unwashed
✔ Unaltered
✔ Undamaged
✔ Free from stains or odour
✔ In original condition
✔ With original tags/packaging where applicable
Products that do not meet these requirements may be rejected for hygiene reasons, subject to applicable law.
12. Exchange Procedure
Step 1
Contact Hers Comfort through phone/WhatsApp or email.
Step 2
Provide your order number and details of the issue.
Step 3
Provide photographs/videos if requested.
Step 4
Our team reviews the request.
Step 5
If approved, we provide return/exchange instructions.
Step 6
After receiving and inspecting the product where required, the replacement will be processed subject to availability.
13. Replacement Product
If the same replacement product/size is unavailable, Hers Comfort may offer:
• An alternative product
• An alternative available size
• Refund or other appropriate remedy where applicable
The available solution will depend on the specific circumstances and applicable law.
14. Refund
Where a refund is applicable, it may be processed through an appropriate payment method.
Refund timing may depend on:
• Original payment method
• Bank/MFS/payment gateway processing
• Return-product verification
• Courier processing
• Other operational factors
15. Return/Exchange Delivery Charges
Where an exchange or return is confirmed to be caused by an error attributable to Hers Comfort, such as a wrong product sent by us, we will determine the appropriate return/exchange delivery arrangement.
Where an exchange is requested for customer preference or an incorrectly selected size, applicable delivery/return costs may be borne by the customer, subject to eligibility.
16. Promotional & Sale Products
Products sold under:
• Final Sale
• Clearance Sale
• Flash Sale
• Special Deal
• Stock Clearance
may have specific exchange/return terms.
Any special restriction will be communicated on the relevant product page or promotional terms.
Applicable consumer rights relating to defective, incorrect or non-conforming products are not intended to be excluded.
17. Unboxing Video
For multiple-item or high-value orders, we strongly recommend recording a continuous unboxing video.
The video should show:
1. The sealed parcel
2. Shipping label
3. Opening of the parcel
4. All products received
5. Any damage, missing or incorrect item
An unboxing video can significantly help us investigate delivery-related disputes.
18. Product Alteration
Products that have been altered, modified, repaired, resized or otherwise changed after delivery may not qualify for exchange or return unless the issue is a qualifying defect covered by applicable law.
19. Final Decision
All exchange/return requests are reviewed individually based on:
• Order information
• Product condition
• Customer-provided evidence
• Product category
• Hygiene requirements
• Applicable consumer protection requirements
Hers Comfort will communicate the outcome after reasonable verification.
20. Contact Us
Hers Comfort
🌐 Website: https://herscomfort.com/
📞 Phone/WhatsApp: +8801611741707
📧 Email: support@herscomfort.com
Please keep your order number available when contacting us.