Exchange/Returns & Refund Policy
Exchanges & returns policy:
At Heloch, We strive to ensure that you are completely satisfied with your purchase. If you need to return or exchange an item, please review our policy below:
Returns:
- Return Window: You have 3 days from the date of delivery to request a return.
Product Return Reasons
At HELOCH, we aim to make your shopping experience as smooth as possible. If you need to return an item, please select one of the following reasons for your return:
- Size/ Fit Issue
- Description: The item does not fit as expected or is not the right size.
- Example: “The size is too small,” “The item is too large,” “The fit is not as described.”
- Item Not as Described
- Description: The product does not match the description or images on our website.
- Example: “Color is different from what was shown,” “Material is not as described,” “Design does not match the description.”
- Defective or Damaged Item
- Description: The item is received with defects or damage.
- Example: “Item has a manufacturing defect,” “Product is damaged during shipping,” “Item is faulty or broken.”
- Incorrect Item Received
- Description: The item received is not the one that was ordered.
- Example: “Received the wrong product,” “Order contains the wrong color/size,” “Different item from what was purchased.”
- Change of Mind
- Description: You have decided to return the item for reasons other than defects or errors.
- Example: “Changed my mind,” “No longer needed,” “Found a different product.”
- Not Satisfied with Quality
- Description: The item does not meet your expectations regarding quality or craftsmanship.
- Example: “Quality is not as expected,” “Material feels subpar.”
Instructions for returns:
- Select Reason: When initiating a return, please select the reason from the options above and provide any additional details if needed.
- Contact Us: Reach out to our customer service team at [customer service email] or [phone number] to receive return instructions and a return authorization if applicable.
- Prepare Return: Follow the return instructions provided, including repackaging the item in its original condition and including any required documentation.
- Condition: Items must be in new, unworn condition with all original tags, labels, and packaging intact. Items that have been worn, altered, or damaged will not be accepted.
- Return Process:
- Step 1: Contact our customer service team at [customer service email] or [phone number] to request a return authorization.
- Step 2: Our team will provide you with a return shipping label and instructions on how to return the item.
- Step 3: Pack the item securely and ship it back to us using the provided label.
- Refunds: Once we receive and inspect the returned item, your refund will be processed. Please allow 5-7 business days for the refund to be reflected in your original payment method.
- Shipping Fees: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer unless the return is due to a mistake on our part.
Exchanges:
- Exchange Window: Exchanges must be requested within 3 days from the date of delivery.
- Condition: Items must be in new, unworn condition with all original tags, labels, and packaging intact.
- Exchange Process:
- Step 1: Contact our customer service team at [customer service email] or [phone number] to request an exchange authorization and specify the item you wish to exchange for.
- Step 2: Our team will provide you with a return shipping label and instructions.
- Step 3: Return the original item using the provided label. We will process your exchange once the returned item is received.
- Shipping for Exchanges: We will cover the shipping cost for the replacement item if the exchange is due to our error. For other exchanges, you may need to cover shipping costs.
Non-returnable items:
- Final Sale: Items marked as “Final Sale” cannot be returned or exchanged.
- Personalized/Custom Items: Items that have been customized or personalized cannot be returned or exchanged unless they are defective.
Note:
- Note 1: Return reasons help us improve our products and services. We appreciate your feedback and strive to resolve any issues promptly.
- Note 2: We reserve the right to reject the exchange/return request for a product if it does not satisfy the aforementioned conditions.
Thank you for shopping with HELOCH. We appreciate your understanding and cooperation.