Refund policy
Return & Refund Policy – Helra
At Helra, customer satisfaction is important to us. We want you to shop with confidence, which is why we offer a simple and transparent return process. Please review our Return & Refund Policy carefully before placing your order. This policy applies to all orders shipped within the United States.
1. Return Eligibility
Customers may request a return within 30 days of receiving their order.
To qualify for a return, items must meet the following conditions:
- Items must be unused, unworn, and in original condition
- Original tags and packaging must be included
- Proof of purchase or order confirmation is required
- Products must not show signs of use or damage caused after delivery
Returns that do not meet these requirements may not be approved.
2. How to Request a Return
To start a return request, please contact our support team at:
Please include:
- Your order number
- Reason for the return
- Photos of the item if applicable
Once your request is reviewed and approved, our team will provide return instructions and any additional shipping details if required.
Please note that returns sent without prior approval may not be accepted.
3. Damaged, Defective, or Incorrect Items
We recommend inspecting your order upon delivery.
If you receive:
- A damaged item
- A defective product
- An incorrect item
Please contact us within 48 hours of receiving your package at support@helra.shop and include clear photos of the issue. Our team will review the case and provide an appropriate resolution as quickly as possible.
4. Exchanges
Exchanges are available for:
- Damaged items
- Defective products
- Incorrect items received
All exchanges depend on product availability. Delivery times for replacement items may vary based on location and shipping conditions.
5. No Restocking Fees
Helra does not charge restocking fees for approved returns. Eligible returns will not incur additional handling penalties.
6. Refund Process
After your returned item is received and inspected, we will notify you regarding the status of your refund.
If approved:
- Refunds will be issued to the original payment method
- Processing time is typically 5–7 business days
- Refunds may take additional time to appear depending on your bank or payment provider
Shipping charges, if applicable, are non-refundable unless the return is due to our error.
7. Promotions and Discount Codes
Promotional discounts and coupon codes must be applied during checkout and cannot be added after an order is completed.
Refunds will only reflect the final amount paid at the time of purchase.
Customer Support
For any questions or assistance, please contact us:
Address: 155-12 32nd Ave, Flushing, NY 11354, United States
Phone: +1 347-392-9868
Email: support@helra.shop
Our customer support team is always available to assist you and provide a smooth and reliable shopping experience.