Returns/Exchange Policy

HM Gallerie Returns & Refunds Policy

At HM Gallerie, we want you to love your purchase! If you have received a damaged or incorrect item, please contact us at hello@hmgallerie.com with photos and your order number as soon as possible so we can assist you.

Online Change of Mind & Returns

If you change your mind or are not completely satisfied with your purchase, eligible items can be returned within 14 days of receiving your order for a credit note, provided they are in their original condition. This means:
✔ The item is unused, undamaged, and in its original packaging.
✔ The return is securely packaged to ensure it arrives back to us in the same condition.

If an item is returned damaged, we will not be able to issue a credit or exchange.

Refunds & Restocking Fees

If your return meets our policy conditions, you may choose between:
✅ A credit note for the full purchase price to use on future purchases.
✅ A refund, minus a 10% restocking fee to cover non-refundable third-party payment processing fees, administration costs, and warehouse handling.

Final Sale Items

❌ Items marked 'Sale' or clearance cannot be returned or exchanged. Any sale items returned will be refused upon delivery.

Faulty Items

If you believe your item is faulty, please contact us within 60 days of receiving it for review. Approved claims will be compensated with store credit only. After 60 days, faults will be considered incidental or consequential and will no longer be claimable.

Important Notes

• Original shipping costs & return postage are the responsibility of the customer.
• HM Gallerie reserves the right to refuse a return if it does not meet the conditions outlined above.
• We take care to provide accurate product images so you can make an informed purchase.
• If you are unsure about your return eligibility, please contact us before sending your item back to avoid rejection.

For any further assistance, reach out to us at hello@hmgallerie.com, and we’ll be happy to help!

To start a return, you can contact HM Gallerie at hello@hmgallerie.com stating what you would like to return and why.

Items sent back to us without first requesting a return will not be accepted.

All returns are at the expense of the customer and we recommend you use a trackable courier, as we cannot accept responsibility for items lost in transit.

Non returnable items

Skin care, lipsticks, body products, jewellery can not be returned.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method less 10% handling fee. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Any refund amount will be less any shipping charges, 10% handling fee and only once all items are returned.

We strive to ensure our online stock levels are accurate and up-to-date. However, on rare occasions, discrepancies may occur, and we may be unable to fulfill an order. In such instances, we will make every effort to contact the customer promptly and issue a full refund for any payments made.

In-store Change of Mind & Returns

We do not offer refunds for change of mind purchases made in-store. We will happily exchange or provide store credit within 14 days of purchase.

• To be eligible for an exchange or store credit, your item must be in the original condition that you received it, unworn or unused, with tags, and in its original packaging.

• For an exchange or credit note, you have 14 days from purchase to return your items in store. If 14 days have gone by since you purchased your items, unfortunately we cannot accept a return.
• There is no exchange or return on sale items.
• Proof of purchase is required
• You can exchange your purchase in our Torrens Park store with proof of purchase.

No refund unless faulty as per Consumer Business Service guidelines, you can read more about the guidelines at this link – CBS SA

Unfortunately, we cannot accept returns or exchanges on sale items or gift cards.