Refund & Returns Policy
At Her Store LK, we want you to love everything you order. We work hard to bring you authentic, quality products, but we understand that sometimes things don’t go as planned. Here’s everything you need to know about returns, exchanges, and refunds.
Return Eligibility
You can request a return or exchange within 3 days of receiving your order.
We'll happily accept returns for:
- Incorrect product received
- Product is arrived leaking, broken, or damaged
- Manufacturing defects (faulty pump, broken seal, etc.)
- Short or expired shelf life (within 1 month of expiry)
- Unusual odour, discolouration, or signs of contamination
- Skin reactions or allergies (must be reported within 48 hours of first use, see T&C below)
We're unable to accept returns for:
- Change of mind after the product has been opened or used
- Minor damage to the outer packaging that doesn’t affect the product itself
- Items not returned in original, unused, and sealed condition
Please note: All returned items must be unused, unopened, and in resalable condition, with original packaging intact. For hygiene reasons, we’re unable to accept opened cosmetics or personal care items unless the return is due to a defect, damage, or an error on our part.
01. Contact us within 3 days of receiving your order:
- 📞 Call or WhatsApp: +94 76 493 3559
- ✉️ Email: herstore.lk@gmail.com
02. Include the following details:
- Your order number
- A short description of the issue
- Photos of the product, if it’s damaged or defective
03. Once we review and approve your request, we’ll guide you through the next steps, either arranging a pick-up or letting you know where to send the item back.
A quick tip: Please check your order as soon as it arrives. If anything looks damaged or incorrect, let us know right away. The sooner you reach out, the faster we can help.
Refunds & Replacements
- Cash refunds: Not available directly, but you’re welcome to exchange your item or receive store credit equal to the value of the returned product (shipping fees excluded).
- Choosing a pricier item? Just cover the price difference, and we’ll arrange the swap.
- Item out of stock? If we can’t offer a replacement, we’ll process a refund to your bank account or original payment method.
Refund Timelines
| Payment Method | Refund Type | Processing Time |
| Cash on Delivery | Bank Deposit | 3–5 working days |
| Debit/Credit Card | Payment Reversal | 5–7 working days |
| Mintpay / KOKO | Payment Reversal | 10–15 working days |
Allergy & Skin Reaction Terms
We know not every product suits every skin type. That’s why we recommend checking ingredient lists carefully and doing a patch test before first use, especially with new products.
If you experience a reaction, please let us know within 48 hours of first use, along with a short description of what happened. Once verified, we’ll arrange a refund or a suitable replacement for the affected product.
Please note: product ingredients, instructions, and claims are provided by the original manufacturers or distributors. If you have concerns about specific ingredients, we recommend checking with a dermatologist or healthcare professionals, or reaching out to us for more information.
Delivery Issues
If your order is delayed, arrives incorrect, or doesn’t arrive at all:
- Let us know within 5 days of the expected delivery date
- We’ll look into it and work with you to sort out a resolution
While we’re not responsible for delays caused by third-party courier services, we’ll always do our best to help resolve the issue quickly.
Return Shipping
- If the return is due to our mistake (wrong item, damaged, or defective product), we’ll cover the return shipping cost.
- For all other approved returns, shipping costs are the customer’s responsibility.
Changes to This Policy
Her Store LK may update this policy from time to time to keep it accurate and fair. Any changes will be posted right here on this page, so feel free to check back if you’re ever unsure.
Need Help?
We’re always just a message away. Reach out, and we’ll sort it out together.
Her Store LK | 📞 +94 76 493 3559 | ✉️ herstore.lk@gmail.com | 📍 169 B96, Sri Jayawardenepura Kotte 10600
Everything she loves, all in one place.
