Refund policy

At Helayna Elegance, we take great care in preparing each order. Please read our policy carefully before purchasing. 

 

All Sales & Refunds

Due to the limited and exclusive nature of our collections, we do not offer refunds to the original payment method. Where eligible returns are approved, we issue store credit or exchanges only, in line with this policy. 

 

Eligible Returns

We only accept returns for items that are either damaged, defective, or if you have received the incorrect item. All returns requests must be submitted within 48 hours of delivery. Requests made after this timeframe may not be accepted. To process a return request, customers must provide the order number, description of the issue, and clear photographs/videos of the item and packaging.

 

Approval & Resolution

If your return request is approved, we will offer either a replacement or store credit. In certain cases, approved returns may be subject to a restocking fee of up to 15%, depending on the condition of the item and circumstances of the return.

 

Return Conditions

All returned items must be unworn, unused, in its original condition, and returned with  the original tag and packaging. We reserve any right to reject returns that display any signs of wear, use, washing, alteration, and damage not reported within 48 hours of delivery. Items returned in unsuitable condition may be refused and sent back to the customer.

 

Manufacturing & Product Variations

Due to the nature of garment production and embellishment work, minor variations are not considered defects. These may include slight stitching difference, loose threads, minor glue residue, small variations in embellishment placement. These are considered normal and part of the manufacturing process. 

 

Delivery Responsibility

Once an order has been marked as delivered by the courier to the address provided at checkout, responsibility for the parcel transfers to the customer. We are not responsible for parcels that are lost, stolen, or missing after confirmed delivery. Customers are responsible for ensuring a safe and accurate delivery address/safe place is provided.

 

Return Shipping

Return shipping costs are the responsibility of the customer unless the item is confirmed as faulty or incorrect.

 

Order Changes & Cancellations

Once an order has been placed, we may not be able to cancel or modify it due to processing timings. 

 

Contact us

If you have any questions regarding your order, please contact our customer service team: info@helaynaelegance.com