Refund policy

Return and Refund Policy

We want you to be satisfied with your purchase. Below you can read how returns, refunds, and defective products are handled.

1. Right of Withdrawal

You have the right to register your order for return within 14 days after receiving it, without giving any reason. After notifying us, you have another 14 days to send the product back to us.

2. Return Conditions

The product should, as far as reasonably possible, be returned unused, undamaged, and, where possible, in its original packaging. You may inspect the product as you would be allowed to do in a physical store. If the product has been used more than necessary to determine its nature, characteristics, and functioning, a reduction in value may be charged.

3. Return Costs

The direct costs of returning a product under the right of withdrawal are the responsibility of the customer, unless stated otherwise. If the product was delivered incorrectly or is defective, the return costs will be covered by us.

4. Defective or Incorrectly Delivered Product

Is your product defective, damaged upon arrival, or delivered incorrectly? Please contact us at kontakt@helenaifilip.pl, including your order number and a short description of the issue. In that case, we will offer an appropriate solution, such as replacement, repair, or refund, depending on the situation and to the extent required by law.

5. Refunds

After receiving your withdrawal notification, we will refund all payments received from you for the returned product no later than within 14 days. We may wait with the refund until we have received the product or until you have provided proof that the product has been returned, whichever occurs first. The refund will be made using the same payment method used for the original order, unless expressly agreed otherwise.

6. Exceptions to Returns

Certain products may be excluded from the right of withdrawal by law, such as:

• Custom-made or personalised products
• Sealed products that are not suitable for return due to health protection or hygiene reasons, if the seal has been broken after delivery

If a product is excluded from return, this will be clearly stated on the product page.

7. Return Instructions

To register a return, please contact us at kontakt@helenaifilip.pl and include your order number. After registration, you will receive further instructions for the return shipment. We recommend sending returns with a track & trace code, so proof of shipment is available.

8. Shipping and Import Costs

Our products may be shipped directly from our suppliers or fulfilment partners in China. As a result, delivery times may be longer than for products shipped from Europe.

Where applicable, we will clearly state before purchase whether import duties, taxes, or other additional costs are included by us or are the responsibility of the customer. Customers will not be faced with unexpected mandatory costs that were not clearly stated in advance.

9. Contact

Do you have questions about a return, refund, or defective product? Please contact us via:

kontakt@helenaifilip.pl