Returns
Seller - Individual Entrepreneur "TB Corp", HERRA online store. For inquiries regarding orders, delivery, returns, and exchanges, please contact WhatsApp +7 707 122 9876.
How to process a return
Before the transfer of the goods, you have the right to refuse the order by notifying the store. The issue of reimbursement of reasonable documented expenses is resolved in accordance with the law. After receiving the goods, the return and exchange rules apply.
1. If the quality product is unsuitable
1.1. The exchange or return of a non-food product of proper quality is carried out within 14 calendar days in accordance with Articles 14 and 30 of the Law of the Republic of Kazakhstan "On Consumer Rights Protection" and Article 454 of the Civil Code of the Republic of Kazakhstan. For online orders, the period is calculated from the moment the goods are handed over to the buyer. If the store has announced a longer period, that applies.
1.2. For such an exchange or return, the product must not be used. It is necessary to preserve the product's appearance, consumer properties, factory seals, and labels, and confirm the purchase from our Seller.
1.3. The use of the product, trial application, traces of applicator use, reduction of contents, violation of the factory protective seal, or loss of consumer properties may indicate that the conditions for returning a quality product have not been met. The store records specific signs and does not refuse solely based on the category name "cosmetics".
1.4. Opening a regular transport box does not equal using cosmetics. If the factory seal was absent initially, its absence alone does not serve as a basis for refusal. Damage to the packaging is assessed considering its purpose and the actual condition of the goods.
1.5. If the cosmetics have already been used and simply did not appeal due to scent, texture, shade, or personal feelings, the store has the right to refuse the return as a quality product that has been used. If a defect is claimed, Section 2 applies regardless of opening.
1.6. When exchanging for a product with a different price, recalculation is performed. If there is no suitable product for exchange, the buyer has the right to return the product and receive money back. Other rights to return, explicitly provided by law, are also preserved.
1.7. Discounts or promotions do not, by themselves, exclude returns. Legal exceptions to the return of quality goods apply only to products that genuinely belong to such categories and are communicated before purchase.
2. If there is a defect or a store error
2.1. In case of a defect that was not reported before the sale, the buyer has the right to choose the legally provided requirement: a price reduction, elimination of the defect, reimbursement of expenses for its elimination, replacement, or termination of the contract and return of money - taking into account the applicability of the relevant method to the product.
2.2. Claims for cosmetics with an established shelf life are made upon detection of defects within the shelf life, and in other cases - within the timeframes provided by law. The 14-day period for quality goods does not limit claims regarding defects.
2.3. A product sold after its expiration date, which does not meet the requirements specified in paragraph 1-1 of Article 30 of the Law of the Republic of Kazakhstan "On Consumer Rights Protection", including those released in violation of intellectual property rights, is subject to exchange or return in accordance with the procedure established by this norm within 30 calendar days from the date of purchase, regardless of use, appearance, seals, and labels.
2.4. The store has the right to verify the reported defect. For this, please provide the product itself and, if possible, the preserved packaging with batch information. The store will agree on the method of transfer. When returning a defective product at the request of the store, the necessary expenses for such transfer shall be borne by the store. The absence of packaging does not, by itself, exclude the claim for a defect.
2.5. Upon acceptance, the name, article, batch (if possible to establish), quantity, completeness, seals, and signs of use are recorded. Non-compliance of the returned product with the order is documented and verified. The store is not obliged to refund the cost of the substituted product or the product purchased from another seller if this is established by evidence.
2.6. Additional quality checks or expertise, as provided by law, are initially paid for by the store. If it establishes the absence of defects or their occurrence after transfer due to violation of usage rules, storage, actions of third parties, or force majeure, the buyer shall reimburse the expenses for the inspection and related transportation provided for in paragraph 2 of Article 30 of the Law. The store provides a conclusion and an expense calculation. The buyer has the right to participate personally or through a representative, present their evidence, and contest the conclusions.
2.7. If the warranty period is not established, the reasons for the occurrence of the defect are proven according to paragraph 4 of Article 30 of the Law. In the case of an established warranty, paragraph 5 of this article applies: the store must prove the grounds for exemption from liability. The absence of a warranty does not mean the absence of liability for the initial defect.
2.8. If you have a reaction to the cosmetics, stop using it, and keep the product and batch information. For verification, the instructions, storage conditions, time and method of application, joint use of other products, and relevant documents are important. The store does not require the disclosure of health information unrelated to the claim.
3. How to submit a claim
3.1. Provide your full name, contact for response, order number or date, product, circumstances, and chosen claim. A receipt is convenient for verification, but the purchase can also be confirmed by other acceptable evidence: order, payment, correspondence, and other materials.
3.2. Claims can be sent via WhatsApp to +7 707 122 9876. To organize the shipment, contact the store; prior approval and internal return number are not a condition for meeting the deadline for the appeal.
3.3. The product is delivered with components related to the returnable item. It must be protected from leakage and damage for shipping. The store has the right to record new damages during reverse transportation and determine their cause; these do not automatically cancel the claims regarding the original defect.
4. Expenses, Terms, and Refunds
4.1. In the case of a standard return of a quality product, the buyer pays for the reverse delivery unless the law or agreed terms provide otherwise. In the case of a confirmed defect, incorrect configuration, or other violations by the store, necessary expenses are allocated according to the law and are not arbitrarily transferred to the buyer.
4.2. A separately agreed and duly executed initial delivery is not refunded if the buyer refuses the quality product for personal reasons, unless the law requires otherwise. The cost of undelivered services, hidden fees, and penalties for returns are not withheld.
4.3. In the case of replacing a defective product, the replacement is made immediately; if additional quality checks are needed - within 30 calendar days from the submission of the claim. If the product needed for replacement is not available at the time of the request, the legally established period of 10 calendar days applies. These periods do not automatically accumulate and are not transferred to other claims of the buyer.
4.4. Refunds are made without unreasonable delay, within the period established by law for the respective claim. The store does not automatically extend it until the internal review is completed. The period for responding to a complaint does not constitute an additional delay in the refund.
4.5. Money is refunded according to the original payment transaction, and if this is not possible - by an agreed legal method to the appropriate recipient. The store has the right to verify the recipient and details to prevent erroneous transfers. The bank's technical timeframe does not exempt the store from the obligation to timely process the refund and comply with the law.
4.6. When returning a defective product, the store does not withhold the amount for its use or loss of marketable appearance related to the identification of the defect. Other legally stipulated claims regarding price differences, losses, and damages are considered separately.
4.7. If there is disagreement with the claim, the store sends a reasoned written response with supporting documents within 10 calendar days after receiving it. The buyer has the right to seek protection in the manner provided by law.