Refund Policy
When you place an order with Hervana, you automatically accept our terms, conditions, and policies without exceptions, so it is important to read and understand them.
2-Year Limited Warranty
Our 2-Year Limited Warranty covers manufacturing defects and hardware or software malfunctions under normal use.
If you experience any issues with your watch during the warranty period, please contact us at shophervana@support.com with your order number and a detailed description of the issue.
The warranty period is 2 years from the original date of purchase, unless otherwise stated.
Warranty Eligibility
To qualify for the 2-Year Limited Warranty, the following conditions must be met:
- You must be the original purchaser of the product from our store.
- The product must have been used under normal conditions and properly maintained.
- The product must not have been abused, misused, altered, modified, or repaired by unauthorized parties.
- The issue must be reported to us within 7 days of discovery.
- All original items must be included with the return (watch, charging cable, bands, manuals, and original packaging where applicable).
- All returns must be shipped to the address provided by our support team during the claim process.
Any attempt to repair, service, or modify the product by anyone other than authorized personnel will void this warranty.
Warranty Exclusions
This warranty does not cover:
- Accidental damage, abuse, neglect, improper installation, or unauthorized repair
- Damage caused by external factors such as fire, water, collision, or other environmental conditions
- Normal wear and tear
- Battery degradation, Bluetooth connectivity issues caused by third-party devices, or inaccuracies in health or fitness tracking data
- Cosmetic damage that does not affect product functionality
This warranty does not cover dissatisfaction due to personal preference, including but not limited to style, size, or fit.
Returns
All warranty-related returns must be submitted through our support team and approved before sending any item back.
Claims may be denied if the issue does not fall within the scope of the 2-Year Limited Warranty.
Each purchase is eligible for one warranty claim only. Subsequent claims from the same order may not be accepted.
Cancellations
Once an order has been fulfilled or shipped, it cannot be canceled or modified.
Please ensure all order and shipping details are correct before completing your purchase.
Reshipments (If Applicable)
We are unable to issue refunds for orders marked as delivered by the carrier.
If tracking shows your order as delivered but you did not receive it, please contact us at hello@hervana.com so we can assist with a carrier investigation or reshipment where applicable.
Refunds (If Applicable)
Refunds are only issued for approved warranty claims.
If your claim is approved, a prepaid return label will be provided. Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.
Late or Missing Refunds
If you have not received your refund:
- Please check your bank account again.
- Contact your card issuer, as processing times may vary.
- Contact your bank for further assistance.
If you have completed all of the above steps and still have not received your refund, please contact us at shophervana@support.com.