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Return and Exchange Policy

 

This Returns & Exchanges Policy applies to the Helonirva online store (hereinafter referred to as “we” or “us”). It explains the conditions, procedures, and responsibilities related to returns and exchanges. Please review this policy carefully before placing an order.

1. Return & Exchange Period

You may request a return or exchange within 40 days from the date you receive your order. Requests submitted after this period cannot be accepted.

2. Eligible Return & Exchange Conditions

Within the applicable period, a return or exchange may be requested under the following circumstances:

  • The item has visible appearance issues

  • The item shows quality-related defects

  • The item has noticeable odours or significant colour differences

  • The item received does not match the order details

  • Returns or exchanges requested without a specific reason, provided the return conditions are met

3. Return & Exchange Process

All return and exchange requests must be submitted and approved in advance. The process is as follows:

  • Contact us by email or telephone to submit your request, including the order number, proof of payment, reason for return or exchange, and relevant photos or videos if available;

  • After reviewing your request, we will confirm whether it can be accepted and provide return instructions along with the return address;

  • Please send the item back to the designated address according to the instructions provided and wait for us to receive the package;

  • Once received, we will inspect the item to verify that it meets the stated conditions before proceeding with the next steps.

4. Exchange Handling

If an exchange request is approved and the returned item passes inspection, a replacement item will be arranged and shipped within 1–3 business days.
For delivery timelines and related details, please refer to the Shipping Policy page on our website.

5. Refund Handling

Where a refund is applicable, it will be issued to the original payment method used at checkout, such as Visa or MasterCard.
Depending on the processing time of the card issuer, refunds are generally completed within 1–3 business days. If the refund is not received within this timeframe, please contact us for assistance.

6. Cost Responsibility

  • If the return or exchange is due to appearance issues, quality concerns, noticeable odours, significant colour differences, or items not matching the order, the return shipping cost will be covered by us;

  • For returns or exchanges requested without a specific reason, the return shipping cost will be your responsibility.

7. Return Label

A return label is included in each package to help facilitate the return process. Please use the provided label when sending items back.

8. Responsibility Statement

Returned items should be properly packaged to avoid damage during transit. Damage caused by inadequate packaging may affect the outcome of the return or exchange request.
We are responsible only for requests that meet the conditions outlined in this policy and follow the confirmed process.

9. Contact Us

If you have any questions regarding the return and exchange process or specific situations, please feel free to contact us using the details below. We will provide the necessary clarification and assistance.

Address: 1775 17TH AVE S APT D, SEATTLE, WA 98144-4348, United States
Telephone: +1 (360) 581-2708
Email address: client@helonirva.com
Opening hours: Monday to Friday, from 9:00 AM to 18:00 PM (Europe/London, GMT/BST)