Refund & Returns Policy

Effective Date: 01.06.2025

At HELA ZONE, your satisfaction is our top priority. If you’re not completely happy with your purchase, we’re here to help. Please review our return and refund policy below.

Eligibility for Returns

We accept returns within 7 days of delivery if:

  • The item is unused and in its original packaging
  • The item is unopened and in sellable condition
  • The item is defective, damaged, or incorrect

Returns requested after 7 days or items that do not meet these conditions may not be eligible for a refund or replacement.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Items marked “Final Sale” or “Non-returnable”
  • Used or damaged items not due to our error
  • Personal care, cosmetics, or hygiene products
  • Digital products, subscriptions, or downloadable items

How to Initiate a Return

To start a return:

  1. Contact our Customer Support via email, Messenger, or website chat.
  2. Provide your order number, a description of the issue, and photos if applicable.
  3. Our team will verify and guide you through the next steps.

Important: Please do not send your purchase back without confirmation from our team.

Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed within 7–10 business days
  • Refunds will be credited to your original payment method
  • If you paid via Cash on Delivery (COD), we will contact you for bank details to process your refund

Replacement Policy

If your item is damaged, defective, or incorrect, we will:

  • Offer a free replacement (subject to availability), or
  • Process a full refund if a replacement is not possible

You may be asked to return the item or provide photographic proof.

Return Shipping

  • If the return is due to our error (defective, damaged, or wrong item), we will cover the return shipping cost.
  • For all other returns (change of mind, wrong size, etc.), customers are responsible for return shipping fees.