Shipping and Return Policy

Shipping, Returns & Refund Policy

Herm Sprenger North America, L.P. (“HSNA”) is committed to providing clear and consistent policies for shipping, returns, and refunds. Please review the information below before placing your order or initiating a return.

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Quick Summary

• Orders are processed promptly, but carrier transit times are estimates only
• Returns must be initiated through our authorized return portal
• A return is only complete once merchandise is physically received and verified
• Prepaid return labels are provided as a convenience and do not transfer liability
• Refunds are issued only after returned items are received, inspected, and approved

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Shipping Policy

HSNA processes and ships orders within the continental United States. Orders are typically processed within 1–2 business days, excluding weekends and holidays.

Shipping timelines are estimates only and are not guaranteed. HSNA is not responsible for delays caused by carriers, weather conditions, or other factors outside of our control once an order has been transferred to the shipping provider.

For higher-value orders, HSNA may require signature confirmation upon delivery at its discretion.

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Returns & Exchanges

Returns must be initiated through our authorized return portal within the applicable return window.

Items must be unused, in original condition, and in original packaging to be eligible for return.

HSNA reserves the right to deny returns that do not meet these conditions.

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Return Shipping & Processing

A return is considered complete only once the returned merchandise is physically received and verified at HSNA’s facility.

A shipment that has been dropped off with a carrier, shows tracking activity, or is marked as “in transit” does not constitute a completed return.

Return Shipment Responsibility

Customers remain responsible for returned merchandise until it is delivered to and received by HSNA.

HSNA is not responsible for return packages that are lost, misdirected, delayed, damaged, or otherwise not delivered to our facility.

Prepaid Return Labels

If HSNA or its return platform provides a prepaid return label, that label is provided solely as a convenience to the customer.

The issuance of a prepaid return label does not transfer the risk of loss or responsibility for the return shipment to HSNA until confirmed delivery at our facility.

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Refunds

Refunds to the original payment method are issued only after returned merchandise is received, inspected, and approved by HSNA.

Shipping charges are non-refundable unless the return is due to a fulfillment error or a verified product defect.

If a return shipment is not received or cannot be verified as delivered to HSNA’s facility, a refund will not be issued.

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Tracking & Delivery Verification

Refund eligibility requires valid delivery confirmation to HSNA.

Tracking information must correspond to a return shipment addressed to HSNA’s facility. HSNA reserves the right to deny a refund where tracking or carrier records reflect inconsistencies, including but not limited to:

• Insufficient or invalid address scans
• Return-to-sender events
• Mis-shipped or rerouted packages
• Delivery to an address other than HSNA’s facility
• Discrepancies in package weight, contents, or shipment history
• Any other indication that the return shipment cannot be verified as valid

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Fraud Prevention & Abuse

HSNA reserves the right to deny refunds, limit return privileges, cancel orders, or take additional action where:

• A return shipment cannot be verified
• Tracking information is inconsistent or unreliable
• Returned items do not match the original order
• There is evidence of misuse, abuse, or fraudulent activity

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Package Protection

If selected at checkout, package protection is provided by a third-party provider and is subject to that provider’s terms and conditions.

Unless expressly stated otherwise, package protection applies to eligible outbound shipments only and does not insure return shipments.

Claims must be submitted directly by the customer through the provider using the email associated with the original order. HSNA is not responsible for determining claim eligibility or outcomes.

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Customer Support

If you experience an issue with your order or return, please contact our customer service team:

customerservice@hermsprengerusa.com

HSNA may, at its discretion, assist with carrier research; however, such assistance does not waive the requirements outlined above or create an obligation to issue a refund prior to receipt and verification of returned merchandise.