Refund and Returns Policy

Effective Date: May 2026  |  Jurisdiction: New York, United States

At Her Solace LLC, your satisfaction is our highest priority. We stand fully behind the quality of our products and are committed to resolving any issue with fairness, speed, and professionalism. Please read this Return & Refund Policy carefully before making a purchase.

  SECTION 1 — 30-DAY RETURN POLICY

Her Solace LLC offers a 30-day return window from the date you receive your item. We believe our customers deserve confidence in every purchase, and this policy reflects our commitment to your satisfaction.

⚖️  Applicable Law: FTC Mail or Telephone Order Merchandise Rule (16 C.F.R. Part 435) | N.Y. Gen. Bus. Law §198-a (Consumer Warranty)

1.1 Return Eligibility Requirements

To qualify for a return, ALL of the following conditions must be met:

✓       The return request is submitted within 30 calendar days of the delivery date

✓       The item is in its original, unused, and unworn condition

✓       All original tags are still attached to the product

✓       The item is in its original packaging, undamaged and intact

✓       A valid receipt or proof of purchase is provided

✓       A return request has been pre-authorized by Her Solace LLC via email

⚖️  N.Y. Gen. Bus. Law §198 — Implied Warranty of Merchantability & Fitness

1.2 How to Initiate a Return

To start a return, follow these steps:

•          Step 1: Email sales@hersolace.com with your order number, the item(s) you wish to return, and the reason for the return

•          Step 2: Wait for a response from our customer care team within 2 business days confirming whether your return is approved

•          Step 3: If approved, we will email you a prepaid return shipping label and detailed instructions on how and where to send your package

•          Step 4: Ship the item securely in its original packaging using the provided return label

•          Step 5: Once received and inspected, we will process your refund within 10 business days

  SECTION 2 — DAMAGES, DEFECTS & INCORRECT ITEMS

We take product quality extremely seriously. If you receive a damaged, defective, or incorrect item, please contact us immediately upon receipt of your order. Do not delay reporting, as prompt notification enables us to resolve the issue as quickly as possible.

2.1 Reporting a Damaged or Defective Item

Upon receiving your order, please inspect it thoroughly. If you discover any of the following, contact us within 48 hours of delivery at sales@hersolace.com:

•          The item is visibly damaged or broken

•          The product is defective or does not function as described

•          You received the wrong item or wrong quantity

•          The packaging was severely damaged in transit

Please include your order number, a clear description of the issue, and photos of the damage or defect in your email. Her Solace LLC will evaluate the issue and, where warranted, provide a replacement, exchange, or full refund at no additional cost to you.

⚖️  15 U.S.C. §2301 — Magnuson-Moss Warranty Act | N.Y. U.C.C. §2-314 — Implied Warranty of Merchantability

  SECTION 3 — NON-RETURNABLE ITEMS

Due to the nature of our product line and applicable health, safety, and hygiene regulations, certain items are non-returnable under any circumstances. Her Solace LLC strictly enforces this policy to protect the health and safety of all customers.

3.1 Items That Cannot Be Returned

✗       Personal care and intimate wellness products (including probiotic capsules, intimate sprays, beauty products, and similar items) — for hygiene and safety reasons

✗       Perishable goods, including food items, flowers, or plants

✗       Custom or personalized products made to order

✗       Hazardous materials, flammable liquids, or gas-based products

✗       Sale items and clearance merchandise

✗       Gift cards and store credit codes

✗       Opened or partially used products

✗       Items returned after the 30-day return window has expired

⚖️  FDA Regulations: 21 C.F.R. — Personal Care & Wellness Product Guidelines | FTC Consumer Protection Standards

  SECTION 4 — EXCHANGES

Her Solace LLC facilitates product exchanges in the fastest and most efficient manner possible. We do not process direct item swaps. Instead, the following process applies:

•          Step 1: Initiate and complete a return for the original item following the return process outlined in Section 1

•          Step 2: Once your return is accepted and processed, place a new, separate order for the desired item on hersolace.com

This two-step process ensures you receive your desired product as quickly as possible without waiting for the original item to be received and inspected.

  SECTION 5 — EUROPEAN UNION — 14-DAY COOLING-OFF PERIOD

For customers whose orders are shipped into the European Union, Her Solace LLC fully complies with the EU Consumer Rights Directive, which grants EU consumers a statutory 14-day cooling-off period.

5.1 EU Consumer Rights

If your merchandise is shipped to an address within the European Union, you have the unconditional right to cancel or return your order within 14 calendar days of receiving the item, for any reason and without providing justification.

To exercise this right, the following conditions apply:

✓       Your written notice of cancellation must be submitted to sales@hersolace.com within 14 days of delivery

✓       The item must be returned in the same condition as received — unworn, unused, with tags, and in original packaging

✓       Proof of purchase or receipt must be provided

⚖️  EU Consumer Rights Directive 2011/83/EU | Regulation (EU) 2017/2394 — Consumer Protection Cooperation

  SECTION 6 — REFUNDS

Her Solace LLC is committed to processing all approved refunds promptly and transparently. Please review the following refund procedures carefully.

6.1 Refund Inspection & Approval Process

Once we receive your returned item, our quality control team will inspect it within 3–5 business days to verify it meets our return eligibility requirements. We will notify you via email at the address associated with your order of the outcome:

•          If APPROVED: Your refund will be automatically processed to your original payment method

•          If DENIED: We will provide a written explanation of why the return did not meet eligibility requirements

6.2 Refund Processing Timeline

⚖️  N.Y. Gen. Bus. Law §349 — Consumer Protection | 15 U.S.C. §1666 — Fair Credit Billing Act

  SECTION 7 — CHARGEBACK POLICY

Her Solace LLC encourages all customers to contact us directly at sales@hersolace.com before initiating a chargeback or payment dispute with their bank or credit card company. We are committed to resolving all legitimate concerns promptly.

Initiating a chargeback without first attempting resolution through Her Solace LLC customer care may be considered fraudulent misrepresentation and may be contested by Her Solace LLC with full transaction documentation submitted to the payment processor and applicable financial institution.

⚖️  15 U.S.C. §1666 — Fair Credit Billing Act (FCBA) | Shopify Payments Chargeback Policy

  SECTION 8 — GOVERNING LAW & AMENDMENTS

This Return & Refund Policy is governed by the laws of the State of New York, United States. Federal consumer protection laws apply where applicable. Her Solace LLC reserves the right to modify this policy at any time. Changes take effect immediately upon publication to hersolace.com. Continued use of our website after any modification constitutes acceptance of the updated policy.

This policy was last updated in May 2026.

  CONTACT US — RETURNS & REFUND DEPARTMENT

For all return, refund, exchange, or damage inquiries, please contact our dedicated customer care team:

Her Solace LLC — Customer Care

Email: sales@hersolace.com

Phone: 718-300-7760

Mailing Address: 370 Lexington Avenue, New York, NY 10017, United States

Website: hersolace.com

Response Time: Within 24–48 business hours

© 2026 Her Solace LLC. All Rights Reserved. This policy constitutes a legally binding agreement under New York State and applicable federal law.