Returns and Claims Policy | Hera
At Hera, we are committed to excellence in the manufacture of wallpapers, murals, and borders. To ensure a transparent business relationship, we have established the following conditions applicable to our products and services.
1. Order Inspection Upon Delivery
We recommend inspecting your order upon receipt and always before beginning any handling or installation. The customer must check:
• That the references and quantities match the order.
• That the product does not show visible transport damage.
• That all rolls belong to the same dye lot or batch if they are to be installed in the same room.
• That the design, color, size, and material are as requested.
2. Exceptional Cases of Return of Standard Products
As a general rule, Hera does not accept returns of standard products once they have been delivered according to the order. However, in strictly exceptional circumstances, a return request may be considered provided the following conditions are met simultaneously:
• Condition: The product must be intact, in its original sealed packaging, and must not have been opened, cut, or tampered with.
• Validity: It must belong to a current (not discontinued) collection.
• Authorization: All returns require express written authorization from Hera. Goods sent without this document will be rejected.
• Logistics: Shipping costs for non-defective returns will be borne by the customer.
3. Products that are not eligible for return
Returns will not be accepted, except in the case of a confirmed manufacturing defect, for:
• Personalized digital printing products
• Custom-made, personalized, or made-to-order murals.
• Orders made to order for third-party projects or special materials.
• Samples, overstock, or discontinued products.
• Rolls or panels that have already been installed, cut, or are without their original packaging. 4. Murals, Custom Orders, and Calculations
Murals are produced on demand. The client must verify the preview, measurements, scale, and price before confirming.
• Responsibility for Measurements: Calculating the number of rolls or panels required is the sole responsibility of the client or their installer. Hera can offer indicative recommendations but is not responsible for calculations based on plans or elevations, as they lack on-site measuring tools.
• Continuity between murals: When a client requests more than one mural of the same design and these will be installed next to each other, it is the client’s responsibility to expressly inform Hera before confirming the order. This information is necessary to make the technical adjustments to the design and ensure visual continuity between murals.
• Additions: For additional orders, the same tint as the original order is not guaranteed unless expressly confirmed.
5. Tint and Color Perception
• Shade Differences: Claims for batch differences will not be accepted if the product has already been installed. • Digital Calibration: Slight variations may exist between the on-screen image and the physical product due to the nature of the materials and device calibration. These variations, as well as reasonable manufacturing tolerances (texture, gloss, or fit within industry standards), are not considered defects.
6. Defective Product and Manufacturing Issues
If you detect an anomaly, stop the installation immediately and provide:
• Invoice number, reference, dye lot, and detailed description.
• Clear photographs of the defect and the roll labels.
• Hera may request the return of part of the material for technical review. Once the defect is confirmed, replacement, substitution, or a refund will be offered for the affected material.
7. Shipping Preparation and Transport
We guarantee optimal packaging for the protection of the material.
• Customer Management: If the customer arranges their own transport, Hera is exempt from liability for damage or loss once the material leaves our facilities. • Management by Hera: The customer must inspect the package upon receipt. If there is visible damage, it is mandatory to note it on the carrier’s delivery note and notify Hera within 24/48 hours with photographic evidence.
8. Warranty Definition and Hidden Defects
• Covered Defects: Hidden defects (such as persistent anomalous odors that do not disappear after adequate ventilation) or ink adhesion problems not resulting from improper handling.
• Exclusions: Temporary odors (24-48h), damage due to environmental conditions (humidity, extreme heat, direct sunlight) or use of non-recommended adhesives.
9. Installer Responsibility and Limitations
Installation is a service external to Hera.
• Quality Filter: The installer is the final filter before applying the adhesive. Under no circumstances will Hera assume any costs related to installation.