We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To Be Eligible for a Return:
Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How to Start a Return:
To start a return, you can contact us at support@helnys.com. Please note that returns will need to be sent to the address provided by our customer service, and in some cases, it may be an international return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs:
- Defective, Damaged, or Incorrect Items: If the item is defective, damaged, or incorrect, we will cover the return shipping costs or issue a prepaid return label once you provide us with proof (pictures and videos).
- Change of Mind or Unwanted Items: If you change your mind or no longer need the item, you will be responsible for the return shipping costs.
Damages and Issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and resolve it. In these cases, we will require pictures and videos as proof of the issue. Once the proof is provided, we will cover the return cost or issue a prepaid return label for you.
Exceptions / Non-returnable Items:
Certain types of items cannot be returned, such as:
- Perishable goods (e.g., food, flowers, or plants)
- Custom products (e.g., special orders or personalized items)
- Personal care goods (e.g., beauty products)
- Hazardous materials, flammable liquids, or gases
We also do not accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges:
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
European Union 14-Day Cooling Off Period:
If the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds:
Once we’ve received and inspected your return, we’ll notify you and let you know if your refund is approved. If approved, you’ll be refunded to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at support@helnys.com.
