Our Approach to After-Sales Support

Every order should feel like a fair exchange from start to finish. When something does not turn out as expected, the aim here is to make the next step easy to understand and easy to act on. The sections below explain how returns, refunds, exchanges, and damage reports are normally handled, so the outcome is predictable whichever route you take.

This document is written in general terms and applies to standard consumer purchases. Where local consumer law grants you stronger rights than those described here, those rights always take precedence.

Eligibility for a Return

Most products can be sent back within 30 calendar days of delivery. For a return to be accepted, the following conditions should all be met:

• The item is unused, unwashed, and in the condition in which it arrived
• Original tags, labels, and factory packaging are still present and undamaged
• The product is not marked as a final-sale item (this is stated on the product page)
• The parcel is handed to the carrier before the 30-day window closes

Exception Worth Noting

Personalised or made-to-order goods generally fall outside the return process, unless they arrive damaged or carry a manufacturing defect.

Steps to Initiate a Return

The process usually involves three steps:

1. Reach out to support
   Send a message to support@hersheys.com or use the contact form available on this site. Include the order number and a short note explaining the reason for the return.
2. Receive a return authorisation reference
   The request is reviewed and a reference number is issued together with shipping instructions. Parcels that arrive without a valid reference are normally not accepted for processing.
3. Repack and dispatch the item
   Once the reference is in hand, pack the product securely — the original packaging is ideal — and send it to the address supplied in the instructions.

• Return shipping costs normally rest with the buyer where the item is intact and the order was fulfilled correctly
• A tracked service or added insurance is strongly recommended, since returns lost or damaged in transit cannot be processed

How Long Refunds Take

Once a returned item reaches the warehouse and passes inspection, an approved refund is issued automatically to the original payment method.

• Allow roughly 7–10 business days for the credit to appear on your statement
• The exact timing depends on the processing schedule of your bank or payment provider
• Outbound shipping charges are generally not refunded, except where goods arrived faulty or the wrong item was sent

Damaged, Defective, or Incorrect Items

Packages are checked before dispatch, but transit issues occasionally happen. Where a parcel arrives broken or a product carries a manufacturing defect, the matter is resolved at no additional cost. To report it:

1. Submit the report within 7 calendar days of delivery
2. Attach clear photographs showing the damage or fault, together with a brief written description
3. Choose between a full refund and a free replacement unit

Claims submitted after the reporting window may still be reviewed, though the available options can be more limited.

Exchanging a Product

Where the same product is needed in a different size, colour, or variant, an exchange can usually be arranged within the standard 30-day window:

• Eligibility: the item should be unused, with tags and packaging intact
• Procedure: follow the same return steps described earlier
• Dispatch: after inspection of the returned item, the requested variant is sent out

If the variant you want is out of stock at that moment, a refund or an equivalent alternative is normally offered instead.

Categories That Fall Outside the Return Process

For hygiene, safety, and handling reasons, the following categories are normally excluded from returns and refunds:

1. Custom-engraved and personalised products
2. Physical and digital gift cards
3. Intimate apparel and swimwear (accepted only when unworn and all tags remain attached)
4. Items showing clear signs of use, alteration, or damage caused after delivery

Final-Sale Products

Anything labelled final sale on its product page is excluded from return, exchange, and refund. No exceptions are normally approved for final-sale purchases, so it is worth checking the label before ordering.

Still Have a Question?

If anything in this policy needs clarifying — return rules, refund timing, exchange availability, or a specific order situation — support is happy to help.

Email: support@hersheys.com

When writing in, including the order number and a short summary of the situation usually speeds up the response.