1.Conditions for Product Replacement / Remaking
Himen Art supports replacement, sending additional parts, or remaking the product in the following cases:
- The product is cracked, broken, or damaged during shipping.
- The product does not match the design confirmed by the customer.
- The product size is incorrect compared to the confirmed order.
- Accessories or accompanying components are missing.
- The product has a technical defect arising from the manufacturing process.
- The product was already damaged before it reached the customer.
⚠ Note: Depending on the condition of the product, Himen Art will assist by sending additional accessories, fixing the defect, remaking, or replacing the product.
2.FOR CUSTOM / PERSONALIZED PRODUCTS
Custom / Personalized products are products designed or manufactured specifically according to the customer's own images, content, or requirements. Due to the unique nature of these products, Himen Art does not offer exchanges or returns where the customer simply changes their mind or requirements after the product has already been correctly manufactured according to the confirmed information.
✓ Still eligible for remaking / replacement if:
- The product does not match the confirmed design
- The size is incorrect compared to the order
- There is a technical defect from the manufacturing process
- The product is cracked, broken, or damaged during shipping
- Or the damage is Himen Art's responsibility
✕ Exchange / return does not apply when:
- The customer changes their mind
- The customer no longer wishes to use the product
- Incorrect images were supplied and the design was already confirmed
- The design and size were confirmed, but the customer now wants to change it
3.Deadline for Reporting Issues
Customers are asked to notify Himen Art
within 48 hours of receiving the product for issues that can be checked immediately upon receipt, including:
- The product is cracked, broken, or damaged.
- The wrong product was delivered.
- Incorrect design.
- Incorrect size.
- Missing product.
- Missing accessories or components.
To receive prompt support, please provide:
- Your order code or order information.
- Overall images of the product.
- Images or a video clearly showing the issue.
- Images of the packaging if the product was damaged during shipping.
⚠ Note: Requests submitted after 48 hours may still be received and reviewed based on the actual condition and cause of the issue.
4.Refund Policy
Himen Art first prioritizes resolving issues through fixing the defect, sending additional accessories, remaking, or replacing the product. A refund will be considered when:
- Himen Art is unable to remake or replace the product correctly.
- The replacement product continues to have defects that cannot be properly resolved.
- Himen Art is unable to provide the exact product the customer confirmed.
- The product has a serious defect that is Himen Art's responsibility and cannot be repaired or replaced.
- Other cases that Himen Art reviews and confirms as eligible for a refund.
⚠ Note: Himen Art does not provide refunds for a change of mind or requirements regarding a product that was correctly manufactured according to the confirmed information.
5.Warranty Policy
Himen Art provides a 6-month warranty from the date the customer receives the product, covering technical defects arising from the manufacturing process.
✓ Warranty applies to:
- Technical defects in the frame
- Parts that peel off or come apart due to manufacturing defects
- Accessories or components with technical defects
- Abnormal defects identified as originating from the manufacturing process
✕ Warranty does not apply to damage caused by:
- Dropping, impact, or strong external force
- Water exposure or high-humidity environments
- Exposure to heat sources or high temperatures
- Exposure to chemicals or cleaning agents
- Repairs or structural changes made by the customer
- Natural wear and tear, or improper storage
6.Support Request Process
If there is an issue with your product, please follow these steps:
- Contact Himen Art through our sales channel or customer care channel.
- Provide the following information: your order code or order details; overall images of the product; images or a video clearly showing the issue; and a brief description of the product's condition.
- Himen Art reviews and responds: after reviewing your information, Himen Art will let you know the appropriate support option.
- Support is carried out: depending on the case, this may include handling instructions, sending additional accessories, repair, remaking, product replacement, or a refund if eligible.
7.Himen Art's Commitment
Himen Art is committed to reviewing and resolving product-quality issues in a transparent and fair manner, so that every piece that reaches you lives up to your trust.
