We are pleased to welcome you to our website. Shop online for all our exclusive, luxury, high-performance, chemical-free, organic products you need for your skin's longevity.
We ship to all destinations in Romania via CARGUS and SAMEDAY.
Shipping in Romania for orders over 200 RON is free.
Shipping in Europe is ensured via DPD and DHL.
Shipping outside Europe is ensured via DHL.
Delivery Time
Orders are dispatched within a maximum of 2 business days after placing the order or making the payment. Delivery time is:
– 1 business day for deliveries in Romania
– 1-5 business days for deliveries in Europe
– 5-7 business days for deliveries outside Europe
National Holidays
No shipments take place on Romanian Public Holidays.
CUSTOMER SERVICE POLICY
We are an online luxury store, and we are committed to providing you with exclusive, products of the highest quality. We pride ourselves on being able to provide exceptional service for our customers. If an ordered product is not available or we are unable to fulfil your order, we will notify you within 2 business days of placing the order to agree a convenient alternative, product reservation or refund. If, for any reason, we are unable to ship your order, we will notify you within the first 2 business days of placing the order.
RETURN POLICY
1| According to the e-commerce law, the return conditions | exchange of the purchased products, or cancelling the purchase without any reason, are stipulated in the O.G. no. 34 | 2014 with subsequent amendments, as follows:
If the product you ordered is not what you wanted, you can return it for an exchange or for a refund of the product value (minus the expenses listed below) within 14 calendar days from the date of purchase, without citing a reason and without penalties. We recommend that the returned products be in the original packaging including all accessories, intact labels, all documents that accompanied the order, and a copy of the Purchase Invoice. Returning a product without its packaging or without packaging or product accessories will lead to diminishment in the value of the products, as stated below. Products that show physical changes are not accepted for return: unsealing, partially or totally used product, scratches, stains, cracks, etc.
The return costs will be the responsibility of the customer, and the calculated refund will be sent within 14 business days from the date of receipt of the returned goods.
The costs of the associated services already performed at the time of delivery and/or payment of the order, namely the delivery costs, the cash payment on delivery fee, the costs of opening the package, the costs for additional kilometres, bank fees, card payment fees, will be deducted from the price returned to the customer.
The products will be returned according to the instructions and documents received from HERA MEDICAL SRL.
We do not accept return delivery via Poşta Română, we do not accept to pay the shipping for returns, parcels sent in this way being unprocessed and returned to the sender.
For more details, you can contact us by email at office@heramedical.ro or by phone at +40 721 234 877.
2| If the products are defective or you received a different product than the one ordered online, you can choose between a refund, a product exchange or a credit to your online account, which you can use for a subsequent order. We do not accept returns on products sold on sale.
In the unlikely event that you received a defective product or a product that you did not order, please send us an email to office@heramedical.ro, within the first 5 calendar days after receiving the package. Please specify the invoice number, briefly describe the problem, and attach supporting images. Please provide a daytime contact phone number. We will contact you by phone to discuss the return and issue you a return authorization.
All products to be returned must be sent in the original packaging in which they were shipped, product packaging must be unopened, labels and contents should be intact.
Returns must be received by HERA MEDICAL SRL within 14 calendar days from the approval of the return. Any refund will be credited to the original payment method.
