Refund policy

HERA FERTILITY EXCHANGE & REFUND POLICY
Last Updated: Mar 17, 2025

At Hera Fertility, we prioritize the safety and integrity of our products. Due to the nature of our fertility test kits, all sales are final, and we do not offer refunds. However, we offer replacements in specific cases outlined below.

Order Cancellation

If your order has not yet shipped, you may cancel it for a full refund. Contact us at support@herafertility.co to request cancellation.

If your order has already shipped, we cannot cancel it or provide a refund.

Shipping, Weather, or Lab Delays

Our test kits are designed to maintain sample viability for a set period. If delays outside your control (e.g., shipping carrier issues, extreme weather, or lab processing delays) cause a non-viable sample, we will provide a complimentary replacement kit.

Kit Damaged or Lost in Transit

If your kit is lost or arrives damaged during shipping, or if there is significant sample leakage, we will send you a replacement kit at no cost. Contact support@herafertility.co within 30 days of purchase with the following:

  • Order number
  • Full name
  • Shipping address
  • A clear photo of the damaged product (if applicable)

User Error – Discounted Replacement

Mistakes happen! If an error occurs while using or returning the kit, we may offer a replacement kit at a discounted rate. Common mistakes include:

  • Shipping the kit back on a Friday, over the weekend, or during lab closures
  • Not using the provided transport liquid
  • Opening or breaking the security seal before shipment
  • Letting the transport liquid expire or not refrigerating it

Transport Liquid Issues

If your transport liquid is missing or leaks during shipping, we will replace it free of charge. If the issue was caused by user error (e.g., spilling, improper storage, or freezing), we will provide one complimentary replacement and charge $40 for any additional replacements.

No Returns for Any Products

For health and safety reasons, we do not accept returns of test kits or any other fertility-related products. Do not send your product back to us.

For any other questions or assistance, contact us at support@herafertility.co.