Refund and Replacement Policy

By placing an order, You confirm that You have read, understood and accepted these following policies.

CONDITIONS FOR RETURNS / EXCHANGE REQUEST

  1. Helurgift will accept your item(s) within 14 days from receipt of your shipment
  2. To be accepted for return/exchange, items must be in the original purchase condition including the original packaging and all parts and accessories.
  3. We will gladly issue you a replacement item or issue a refund back to your original form of payment for any of the following reasons:
    • You receive an incorrect item
    • Your order contains damaged product(s)
    • Your order is defective
    • Part of your order is missing from the package.

    TO PROCESS YOUR EXCHANGE OR RETURNS

    1. Place the product in its original packaging and take a picture
    2. Please send us 1 email to support@helurgift.com with the subject “Request Exchange / Returns for Order ### (Your Order Number)” with the description of your problem. Please attach the picture of the product that you just took along with the email. If the customer would like to return the item we only accept the return of items if they meet all of the following conditions:
        • Within 14 days of receipt of your shipment
        • In original condition
        • Unwashed and Unworn
        • In the original packaging
    3. After contacting our supports and receive our response, please do exactly the following instructions:
      • Pack all the returned items, along with a print off of your confirmation of purchase email.
      • Go to the local post office, or another courier, to ship the package to the address below: 22 Mai Anh Tuan Str, Hanoi, Vietnam

      Please provide us with the tracking number from the post office or couriers

      You will receive an email as soon as we received your items. We will also send you another email to notify you if we approve or reject to refund in your case.

    4. Please allow us 5-10 business days to receive and process your returned products. After we’ve received your returned product, a credit will be issued in the same form of payment as your original purchase. Kindly note that it can take 3 working days for the payment to show on your account (depending on your card issuer) after the refund has been processed. We recommend that you send your return with a tracking option via USPS, UPS, or FedEx insured parcel post because Helurgift won't be responsible for and won't refund in case of lost return.
    • We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
    • RETURN SHIPPING COST: You will be responsible for paying for your own shipping costs for returning items. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

    REFUNDS (IF APPLICABLE)

    We will NOT refund items damaged by our factory or the carrier. A new one will be sent to replace it.

    The shipping fee will NOT be refunded once items have been shipped.

    Any unsuccessful delivery due to any customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (as long as shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund. We will NOT refund in case you REFUSE to receive it either.

    If your order hasn't arrived within 45 business days of the date of original purchase, please contact our support team for a full refund of your purchase.

    CANCEL ORDER (IF APPLICABLE)

    If you change your mind about your purchase, please contact us here and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.

    We can give you a refund unconditionally if you cancel your purchase within 12 hours. Every cancellation request which is raised later than 12 hours from the purchasing time will not be accepted.

    NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.