H.E.R. HOUSING NETWORK · HELP EVERYONE RISE
Return & Exchange Policy
Effective October 5, 2026
Scope and your rights
This policy applies to physical merchandise purchased directly from H.E.R. Housing Network. It also explains how to raise concerns about electronic items, paid services, and contributions. An external store’s purchases are governed by that seller’s policy. Nothing here limits a remedy or cancellation right required by applicable law.
Check the offer before buying
Read the item description, size or specifications, customization details, seller identity, and any return conditions before paying. Any special final-sale or change-of-mind restriction must be disclosed before purchase and cannot remove mandatory rights for defective, incorrect, or undelivered goods. This policy does not imply that merchandise is currently offered on the housing website.
How to request a return or exchange
Email Support@HerHousingNetwork.Org with your name, order reference, item, date received, reason for the request, and preferred remedy. Include photographs for a visible defect or incorrect item when practical. Do not include full card numbers, passwords, or unnecessary identity records. Contact support before mailing goods so you receive the correct return instructions and destination.
Damaged, defective, incorrect, or missing goods
Report a problem as soon as you discover it. Keep the item and packaging while the issue is reviewed. For goods supplied incorrectly or with a defect, support will arrange an appropriate remedy, such as replacement, repair where suitable, or refund, consistent with applicable law. H.E.R. will cover necessary return shipping for an approved return caused by its fulfillment error or a qualifying defect. A carrier’s delivery scan does not by itself resolve every missing-delivery claim.
Change-of-mind returns
For a change-of-mind return, contact support before sending the item. Eligibility is based on the conditions disclosed for the item before purchase; if no change-of-mind return option was offered, this policy does not create an unconditional return period. Where an eligible voluntary return is agreed, goods should be unused and complete with included accessories and packaging, except where inspection reasonably requires opening the packaging. Support will explain any approved return costs before you proceed.
Exchanges and customized items
Exchanges depend on product availability. If an approved replacement is unavailable, support will explain the refund or other remedy available. Customized or made-to-order goods may have restrictions on voluntary change-of-mind returns only when disclosed before purchase. Customization does not remove remedies for a defect, an incorrect item, or failure to fulfill the agreed order.
Returning an approved item
Follow the return instructions provided and retain proof of shipment. Do not mail merchandise to a general office or advocacy location without confirmed instructions. For a voluntary return, responsibility for return postage and treatment of original shipping charges will be explained before the return is agreed. For a qualifying fulfillment error or defect, you will not be charged necessary return costs.
Refunds and cancellations
Approved refunds are returned to the original payment method when possible. If that method is unavailable, support will discuss a suitable alternative with you. Bank or payment-provider posting time varies. A refund legally owed will not be replaced with store credit without your agreement. Contact support promptly to cancel an order; cancellation may not be possible once goods ship or agreed custom production begins, subject to your statutory rights. Delayed unshipped goods are addressed in the Shipping Policy.
Electronic items, services, and contributions
Electronic items and services cannot be returned as parcels. If an electronic purchase cannot be accessed or a paid service is not delivered as agreed, contact support for correction or an appropriate remedy. Appointment or service cancellation conditions must be disclosed before purchase; do not assume a contribution or service payment purchases housing approval or priority. Contact support promptly about a duplicate or mistaken contribution. This policy does not declare contributions universally refundable or nonrefundable.
Questions and unresolved issues
If a remedy or return decision is unclear, reply to support with your order reference and the issue you want reviewed. Keep records of the purchase and correspondence. You retain any rights available through applicable law and your payment provider. For assistance, email Support@HerHousingNetwork.Org.