Política de reembolso

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.

To start a return, you can contact us at support@helenity.com. 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.

Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations. If you're shipping an item over $75, consider using a traceable shipping service or purchasing shipping insurance. We do not guarantee receipt of your return shipment. 

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 make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders, personalized items, or custom apparel), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please note, it can take some time for your bank or credit card company to process and post the refund too. 

Lost or missing refund (if applicable)
If you have not yet received a refund, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially booked.
Then contact your bank. There are often some processing times before a refund is issued.
If you have done all this and have not yet received a refund, please contact us at support@helenity.com.  

If your tracking number states your order was delivered, but you claim you did not receive it, we have to rely on the tracking number. We would require you to provide a claim ID from the local post office and validate it, as soon as the review is complete, we will be sending a replacement.

Have more questions? Please contact us at support@helenity.com.