1. Unwanted Items
Sometimes you just buy the wrong product and this isn’t a problem at all. You can return unwanted items purchased from us via Royal Mail or a courier. Please see ‘How to return items to us’ below to find out more about how to return the items back to us.
We will happily issue a full refund or an exchange within 14 days of delivery, providing you have proof of purchase, so please remember to hang on to your delivery note!
It is important that any unwanted product, unless faulty, is returned in a resalable condition. We will make a deduction upto the value of the item for any item returned in an unsalable condition.
Please bear in mind that we can’t offer a refund or an exchange on certain products, unless faulty or not as described. For a full list of items, please see ‘Items that can only be returned if they are faulty’ below.
We will reimburse you (by the method used to pay for the original transaction) the amount in relation to the product you don’t want. This includes the cost of delivery to you but not the cost of returning the product to us.
If you wish to exercise your legal rights to reject products because they are faulty or misdescribed, we will pay the costs of postage or collection.
2. Faulty Items
We are sorry to hear that you have a problem with your purchase.
For items that are faulty, we will offer you a full refund, repair or exchange within 30 days of purchase.
Within 12 months of purchase, we will either seek to replace the product or repair it free of charge.
We provide our customers with a range of technical products. This is why, in certain circumstances, we may need to send your faulty product for a more detailed inspection. To make it simple, please ensure the product is dry and free of dirt.
3. Restricted Items
We can’t offer refunds or exchanges, unless faulty or not as described, on the following products:
- perishable goods such as food; and
- products, such as gas cylinders and cartridges, safety headwear, safety climbing equipment, swimwear and underwear, sealed for health or hygiene purposes, once these have been unsealed after you receive them.
This does not affect your statutory rights.
4. Returning an Item
Orders purchased online can be returned through MyHermes.co.uk and via Royal Mail or courier. Please be aware of the following weight limits:
- over 61 x 46 x 46cm/5kg for Royal Mail
- over 60 x 50 x 50cm/10kg for MyHermes
- 1mx1mx1m/30kg for DPD
If you need your product(s) to be collected because it’s large or heavy, please email us and we can arrange a collection.
Enclose the delivery note with the product, ticking the reason for return, and package up securely as We cannot be held responsible for any damage during posting.
We recommend that you use a trackable service and obtain proof of postage as we cannot be held responsible for products until we have received them.