Refund policy

Refund and Returns Policy

Your cancellation right

If you are a consumer, you may tell us that you wish to cancel your online order within 14 days after the goods are delivered. Email contact.helobeauty@gmail.com and include your order number and the items you wish to return.

After notifying us, you normally have a further 14 days to send the goods back. Do not send a return before we provide return instructions and the correct return address.

Return condition

You may inspect the product in the same way that you reasonably could in a shop. Returned goods should include all parts, accessories, instructions and original packaging, where possible. We may make a reasonable deduction if the value of the goods has been reduced by handling beyond what is necessary to inspect them.

For hygiene and safety reasons, sealed personal-care products may not be eligible for change-of-mind return after the hygiene seal has been broken, except where the product is faulty, damaged or not as described.

Return delivery cost

Unless an item is faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning it. We recommend using a tracked service and keeping proof of postage. Where an item is faulty, damaged, incorrect or not as described, contact us before returning it so we can provide appropriate instructions.

Refunds

Approved refunds are returned to the original payment method. We aim to issue the refund within 14 days after receiving the returned goods or receiving acceptable evidence that they were sent back, whichever occurs first. Your bank or payment provider may take additional time to display the credit.

Faulty, damaged or incorrect items

Please inspect your order promptly. If it arrives damaged, faulty, incomplete or incorrect, contact contact.helobeauty@gmail.com with your order number, a description of the issue and clear photographs where relevant. Reporting damage within 48 hours helps us investigate with the carrier, but this does not remove any statutory rights you may have.

Cancellations before dispatch

Contact us as quickly as possible if you wish to cancel before dispatch. We cannot guarantee cancellation after an order has entered fulfilment, but your statutory cancellation rights remain unaffected where they apply.

Exclusions

We cannot accept returns of gift cards, products made or personalised specifically for you, or goods that cannot be returned for health or hygiene reasons after their seal has been broken, unless they are faulty.

This policy does not limit any mandatory consumer rights that apply to you.

Business details

Helo Beauty operates from Calle de San Jerónimo 34, 39520 Comillas, Cantabria, Spain. Email: contact.helobeauty@gmail.com.