REFUND POLICY
REFUND POLICY
HELENA HARTLEY
Returns are accepted within 30 days of receipt. The customer is responsible for the return postage costs. Returns must be sent to the central warehouse in Asia.
30 days
Returns deadline
14 days
Right of withdrawal
At the customer’s expense
Return postage costs
RETURNS ARE NOT FREE — POSTAGE COSTS APPLY
RETURNS POLICY
Can I return my order?
Yes, you can. If you are not satisfied with the items you have ordered, you may return them within 30 days of receipt. For the return to be accepted, the order must meet all of the following conditions:
1. The order must still contain all the relevant parts and components, and the packaging must be in exactly the same condition as when the product was received.
2
The product must show signs of normal use. Damage resulting from careless use is excluded.
3
Products for which hygiene is important must have been properly cleaned before the return process begins.
4
The product defect must have been identified immediately upon receipt.
5
We reserve the right to charge the customer for the postage costs associated with the return.
6
The return will be processed within 7 working days. If the conditions are met, it will be officially accepted within that period.
We reserve the right to refuse returned items if we suspect they have been used or damaged through our own fault.
HOW TO RETURN YOUR ORDER
If your order meets the conditions set out above, please follow the steps below to initiate the returns process:
1
Send an email to: info@helenahartley.com with the subject line “Return request”.
2
Information
Please ensure the email includes: order number, reason for the return request, a photo of the product if it is damaged, the customer’s full name and address.
3
Wait
We will contact you and provide the correct return address. Do not return the product to the sender — please wait for the return address we will send you.
4
Postage
The customer is responsible for the postage costs for returning the product to our central warehouse in Asia.
NEVER send the return to the sender — always wait for the return address we will provide.
A. WITHDRAWAL TERMS — RIGHT OF WITHDRAWAL
The consumer has the right of withdrawal in accordance with the following provisions, provided they are a natural person entering into a legal transaction for purposes that are not primarily related to their business or professional activities.
Withdrawal period
Withdrawal period
14 DAYS
from the day on which the customer or a third party designated by them received the last items
As we operate a fully automated system, orders are processed immediately after they are placed. Therefore, it is not possible to halt the dispatch process until delivery has taken place. It is not possible to obtain a refund after receipt of the items unless they have been returned.
To exercise your right of withdrawal, you must inform us (HELENA HARTLEY) by means of a clear statement (e.g. by email) of your decision to withdraw from this contract. The withdrawal takes effect from the moment we receive the products. The costs of returning the products are to be borne by the purchaser.
Orders in transit
As our products are dispatched from Asia, there may be longer transit times over which we have no control. If the products are already in transit, it is not possible to cancel them. Please wait until you have received the products and then return them. You may inform us in advance of your intention to cancel the order.
To ensure the return is processed as quickly as possible, please send us confirmation of dispatch as soon as the product has been returned.
Consequences of withdrawal
What we refund
All payments received
Excluding any additional delivery charges
Refund within a maximum of 14 days
Via the same payment method used
What we do NOT refund
Return delivery charges
Additional delivery charges (due to choosing the most expensive method)
Damage caused by improper handling
The refund will be processed once the products have been received and checked.
ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER’S EXPENSE.