Refund policy

By placing an order through Helee you are agreeing to the terms below. We set these policies to ensure that you are fully aware of our return and refund methods and procedures. These policies are applicable to (United Kingdom) country.

A. Limited 3-Year Warranty:

Helee provides a limited warranty for all products, effective for 3 years from the delivery date of products. This warranty is restricted to defects in workmanship that result in the product becoming non-functional under normal usage conditions. In the event that your product exhibits such defects within this period, we invite you to contact our After Sales team for assessment and appropriate remedial action, including repair or replacement of the product.

B. Order Cancellation 

    • In stock Order:
      Orders can be cancelled free of charge before shipment.

      If the order has already been shipped, a 10% restocking fee plus shipping costs will be deducted.

     

    • Pre Order: 

      Orders can be cancelled free of charge before shipment.

      If the order has already been shipped, a 10% restocking fee plus shipping costs will be deducted.

      If the order is not shipped by sea within 7 weeks, you are eligible for a full refund.

     

    Note: Orders canceled more than 48 hours after placement due to personal reasons will incur a partial deduction. Please carefully review the estimated delivery time for each option and other relevant details before placing an order. 

    C. Returns After Delivery

    We have a 30-day return policy, which means you have 30 days after receiving your order to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to provide the receipt or proof of purchase to our after-sale team via email.

    • 30-Day Return Policy:

      Within 3 Days:  Free 3 Day Returns on unused, undamaged items in original packaging. Non-quality related returns incur a 10-20% restocking fee and shipping costs. The deducted amount is for the shipping and restocking fees.

      Within 30 Days: Free 30 Day Returns on unused, undamaged items in original packaging. Non-quality related returns incur a 20-30% restocking fee and shipping costs. The deducted amount is for the shipping and restocking fees.

      Please note that return shipping costs are the responsibility of the buyer.

    • Quality-Related or Incorrect Goods: No restocking fee is charged, and we cover return shipping costs. 
    D. Return Process

    To start a return, you need to contact us at service@heleeint.com first. Then we will notify you of other solutions or approval or rejection of your request. If your return request is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

      F. Incorrect or Damaged Items

      For items received incorrect or damaged, contact us immediately at service@heleeint.com. We will determine the cause and provide solutions, including resending the correct item or processing a refund. 

      G. Exchanges

      We only exchange products that are damaged, wrong product, wrong size or defective. If you need to exchange an item please contact us at service@heleeint.com. For exchanges, return instructions will be provided.

      H. Return Shipping Costs
      • For Incorrect, Damaged, or Defective Items: Helee assumes responsibility for return shipping costs. In such cases, we will either provide a prepaid shipping label or arrange for our staff to collect the item.
      • For All Other Returns: Customers are required to cover the return shipping costs. For your security, we recommend using a trackable shipping service, as Helee cannot be held responsible for items lost or damaged in transit. Alternatively, customers may return the product directly to our stock by arranging an appointment via email with us.
      I. Quality Inspection of Returned Products

      Returned products undergo a quality inspection within 7 days of receipt. Additional fees may apply if the product's condition affects secondary sales. Refunds, upon successful inspection, will be processed within 7 days after the quality inspection.

      J. Refund Processing

      We will inform you about the refund status after inspecting your return. Approved refunds are processed within 5-7 business days, depending on your payment method.

      K. Customer Service Hours

      Monday to Friday: 9:30 am - 5:00 pm (UK Time).
      Saturday and Sunday: Closed
      Bank Holiday and Other Public Holidays: Closed
      Email: service@heleeint.com

      Note: This policy applies to all orders placed after 19/06/2025.