RETURN & REFUND POLICY

A. Policy Overview

Helere Luxury supports returns and exchanges for eligible products within the specified time frame. Our policy distinguishes returns caused by personal preference and returns caused by product quality errors, with different shipping cost and refund standards for each scenario.

All returned goods must be intact, unused and complete with original brand packaging, dust bags, tags, accessories and gift boxes. Missing accessories or damaged packaging will affect your refund amount.

B. Eligibility for Free Return & Full Refund

Customers can enjoy free round-trip shipping and full refund compensation if the following situations occur:

• Received defective, damaged, stained or broken items during delivery
• Wrong size, wrong color or wrong style shipped by our warehouse error
• Significant color difference inconsistent with official product images
• Missing matching accessories, belts or decorative parts in the package

Under above circumstances, we will provide a prepaid return shipping label and cover all logistics expenses without any deduction from your refund.

C. Non-Returnable & Non-Refundable Products

The following categories do not support free returns or exchanges unless there are confirmed quality defects:

• Intimate apparel, bodysuits, underwear and swimwear (hygiene restrictions)
• Final clearance, flash sale discounted items with special promotion labels
• Custom tailored dresses, personalized embroidery and made-to-order products
• Accessories including earrings, hair clips and face masks for hygiene reasons
• Gift cards, discount coupons and virtual promotional vouchers

D. Valid Return Time Limit

Any return application submitted beyond the time limit will be rejected automatically. Please arrange return delivery promptly after approval.

Important Note: All pre-order custom-made items cannot be returned or refunded for any reason after production begins, even if quality issues occur after receipt.

E. Return Shipping Fee Allocation Rules

1. Customer-borne shipping cost

If you return goods due to personal reasons such as unsuitable size, dislike style, accidental over-order, you need to take full responsibility for outgoing return shipping fees. Original delivery charges paid at checkout will not be refunded.

2. Platform-borne shipping cost

For quality problems, shipping errors, damaged parcels caused by our side, we provide free return labels and bear all return logistics costs, no extra fees deducted from your refund.

F. Complete Return Application Process

• Step 1: Please submit a return or exchange request to our customer service team via online chat or email at service@helere.com, and include your order number.
• Step 2: Inform customer service of the reason for the return and upload photos showing the product defect, the packaging, or the defect itself.
• Step 3: Wait for customer service review within 24 working hours
• Step 4: Once approved, send goods back following the provided return address and shipping guide
• Step 5: Provide the tracking number to customer service and wait warehouse inspection
• Step 6: After product verification passed, refund will be issued to original payment channel

G. Product Exchange Regulations

We support size/style exchange instead of full refund for eligible products:

• Exchange requests share the same time limit and triggering conditions as return applications(Refer to Section D)
• Personal reason exchange: Customer covers return shipping and new item re-delivery fee
• Warehouse error/defect exchange: We bear all round-trip shipping fees
• If target exchange style is out of stock, you can switch to full refund instead
• customized items do not support exchange service of any kind

H. Refund Arrival Time

After warehouse receives and inspects returned goods, refunds will be triggered within 1–3 business days:

• PayPal, digital wallet: Refund arrives within 24 hours
• Credit card payment: 1–3 working days bank processing delay

Third-party payment transaction fees generated during checkout are non-refundable regardless of return reason.

I. Claims for Damaged or Defective Merchandise

If you receive broken, flawed or defective products, please complete the following steps within 7 days upon receipt:

• Take full photos of outer package, inner box and defective parts without discarding packaging
• Submit after-sales application with photos and order number
• Choose between free exchange or full refund as your preference

Claims without valid photo evidence will not be accepted for compensation processing.

Exception: Pre-order custom items with defects cannot be returned or compensated after production commences.

J. Return Dispute Handling & Customer Support

If your return application is rejected or you disagree with refund deduction standards, please contact our after-sales support via official email service@helere.com with your order ID and relevant proof materials.

Our after-sales team will re-examine your case within 24 hours and provide a formal solution. We recommend communicating with us first before opening disputes on payment platforms to avoid order freezing and processing delays.

K. Order Cancellation Windows & Tiered Refund Rates

Cancellations submitted before your order enters production will receive tiered refunds based on the time elapsed after payment confirmation, detailed below:

*All partial refunds cover full original shipping fees plus the stated percentage of your product value.

Cancellation Instructions

• Contact our customer service via the online chat window or email (service@helere.com) and provide the order number you wish to cancel.
• Inform our customer service team of the reason for your cancellation.
• Refunds will be issued to your original payment channel once approved