Her7Smile is operated by Funora Living Ltd (registered in England & Wales, company no. 17211805, registered Office 1265 60 Tottenham Court Road, Fitzrovia, London, United Kingdom, W1T 2EW. Contact: her7shop@gmail.com
We want you to be happy with your purchase. If something isn't right, we're here to help.
Your right to cancel (14 days)
Under the Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive it — no explanation needed. Once you've told us you're cancelling, you have a further 14 days to send the item back.
To cancel, email her7shop@gmail.com with your order number and the item(s) you're returning. We'll reply with the return address and instructions. Please don't post anything back before you've heard from us.
Condition of returned items
To receive a full refund, items must be:
- Unused and in the same condition you received them
- Complete with all attachments, accessories, and original packaging
- Accompanied by your order number or proof of purchase
You may handle and inspect the product as you would in a shop. If an item is returned showing use beyond that, we may reduce your refund to reflect the loss in value.
Personalised or custom-ordered items cannot be returned unless faulty.
Cancelling before dispatch
If your order hasn't shipped yet, email us straight away and we'll cancel it and refund you in full. Refunds are issued within 1–2 business days; allow a further 1–3 business days for the funds to reach your account, depending on your bank or card provider.
Once an order has been dispatched it can't be cancelled — please follow the return process above instead.
Return shipping costs
| Reason for return | Who pays return postage |
|---|---|
| You changed your mind | You do — cost depends on the carrier you choose |
| Item faulty, damaged, or incorrect | We do — in full |
We do not charge restocking fees.
Undeliverable parcels: if a delivery fails because the address you gave was incorrect or incomplete (as confirmed by the carrier's tracking), and you then request a refund, the reshipment cost will be deducted from your refund. If you'd prefer we simply resend it to a corrected address, we'll do that at no extra charge.
Faulty or damaged items
If your item arrives damaged or develops a fault, email her7shop@gmail.com — sorry, her7shop@gmail.com — with your order number and photos. We'll arrange a repair, replacement, or refund at no cost to you. This is separate from and in addition to our 1-year warranty and does not affect your statutory rights under the Consumer Rights Act 2015.
How refunds are processed
Once we receive your return we'll email to confirm it's arrived, then inspect it and let you know whether the refund is approved. Approved refunds are issued to your original payment method within 14 days of us receiving the item back. Original standard delivery charges are refunded on full-order cancellations; upgraded or express delivery costs are refunded up to the value of our standard rate.
Late or missing refunds
If your refund hasn't appeared:
- Check your bank or card statement again
- Contact your card provider — posting times vary
- Contact your bank, as they may hold funds briefly before crediting
If you've done all three and still haven't received it, email her7shop@gmail.com and we'll chase it up.
Your statutory rights
Nothing in this policy affects your legal rights as a consumer. If we can't resolve a complaint, you can escalate it via the UK's alternative dispute resolution process.
Last updated: 15-07-2026