Return policy

Effective Date: August 20, 2026

This Return Policy sets forth return, exchange and refund rules for merchandise purchased from hesperandorr.com, operated by KESHI MER PTY LTD (ACN 106 723 979, ABN 39 106 723 979). This policy complements your statutory consumer‑law rights under Australian consumer protection legislation.

You may submit a return request within 30 calendar days counted from the date you physically receive your order. All return applications must be sent to service@hesperandorr.com and must include your full order number, item SKU, reason for return and clear photos of the product condition. Returns without prior written request will not be accepted.

Return eligibility conditions:
‑ Items must be returned in original, unused condition. Goods must have all original tags, labels and packaging intact.
‑ Merchandise cannot show signs of wear, stains, perfume odors, damage caused by customer use, washing or alteration.
‑ Lingerie, intimates and certain clearance sale items are non‑returnable for hygiene reasons, unless the product arrives defective or damaged.
‑ Promotional discounted items may carry special return restrictions which will be noted on product pages.

If you receive defective, damaged, wrong‑item or mis‑shipped goods: please supply clear photographic evidence within 7 calendar days of delivery. After our team validates the issue, we will arrange full refund, partial compensation or replacement shipment at our discretion. In such cases our company will cover relevant return‑shipping expenses.

Customer‑initiated returns (change‑of‑mind): If you return goods for personal preference reasons such as size mismatch, style dissatisfaction, you are responsible for all outbound and return shipping costs. Original shipping fees you paid at checkout are non‑refundable. We strongly recommend you select a tracked return shipping service, as we cannot process refunds for parcels lost on their way back to our warehouse.

Return shipping address will be provided to you after your return application gets approved via email. Do not send items to our corporate registered office address; returns sent to the company administrative address will not be processed.

Once our warehouse receives and inspects your returned goods and confirms compliance with return conditions, we will process your refund within 7‑14 business days. Funds will be credited back to your original payment method used for checkout. Please note banking institution processing delays may cause additional days before funds appear in your account balance. Refunds will be issued in Australian Dollars (AUD); currency‑exchange rate differences and bank transaction fees are customer‑borne.

Product exchanges: If you would like to exchange for alternate size or alternate product variant, complete a return request and place a brand‑new separate order for your desired replacement goods. We do not offer direct swap‑exchange service.

Order cancellation before shipment: You can request order cancellation before the parcel has been dispatched from our warehouse. Send an email with your order number. Once goods have already shipped, cancellation is no longer possible and you will need to follow the return process after receiving delivery.

Exclusions: Products damaged by improper washing, customer misuse, normal wear‑and‑tear, or items purchased from third‑party resellers outside hesperandorr.com official website are not eligible under this return policy.

We uphold our 7‑day satisfaction guarantee: In the event you never receive your ordered goods, contact us for resolution options including full refund.

All return‑related communication should be directed to service@hesperandorr.com.