Refund policy

Right of Withdrawal & Returns

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period will expire after fourteen days from the day on which you acquire, or a third party designated by you acquires, physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g., an email or a letter sent by post).

You can contact us for your withdrawal at store@herpens.com. Returns must be sent to the following address:

Kleine Nelkenstraße 15a, 60488 Frankfurt am Main, Germany

Please return the goods to us safely packed. To prevent transport damage, we recommend using the original packaging or equivalent protective packaging. Including your proof of purchase or order number helps us process your return faster.

You can always contact us for any questions regarding returns at store@herpens.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items are excluded from the statutory right of return. This includes custom-made products (such as special orders or personalized items, e.g., custom calligraphy pieces or personalized prints).

Gift cards and vouchers are also excluded from returns. (Please note: Regular discounted items or sale items that are not personalized are fully subject to the standard statutory right of withdrawal).

Digital Downloads

Digital products (such as downloadable files, digital art prints, or templates) cannot be returned, exchanged, or canceled once the execution of the contract has begun.

By purchasing a digital product, you expressly agree that we may begin execution of the contract before the expiry of the withdrawal period. You acknowledge and confirm that by giving this consent, you lose your right of withdrawal upon the start of the execution of the contract in accordance with § 356 Paragraph 5 of the German Civil Code (BGB).

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is processed, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return. Once approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund as well.

If more than 15 business days have passed since your return was confirmed, please contact us at store@herpens.com.