Return policy
At Haian Peili E-commerce Co., Ltd, we are committed to ensuring your satisfaction with every purchase. If for any reason you are not completely satisfied with your order, you may return it within 30 days of receipt. Below is our detailed refund and returns policy:
Return Policy:
Eligibility for Returns: You may return items within 30 days of receiving your order. To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging.
Non-returnable Items: Certain items such as undergarments, personalized products, and items on sale cannot be returned.
Return Process:
Initiate a Return: To initiate a return, please contact our customer service team at info@heloe.shop or call us at +86 18980910977. Provide your order number and reason for the return.
Return Authorization: Once your return request is approved, you will receive a return authorization and instructions on how to send your item back to us.
Shipping the Return: Pack the item securely in its original packaging, including all tags and labels. Ship the return to the following address:
Return Address: Building 2, No. 155 Huanghai Avenue (Middle), Hai'an Town, Hai'an City, Haian, Chongqing, China
Refund Policy:
Refund Process: Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days.
Refund Notification: You will receive an email notification confirming that your refund has been processed.
Return Shipping Costs:
Customer Responsibility: If the return is not due to a defect or error on our part, the customer is responsible for the return shipping costs.
Company Responsibility: If the return is due to a defect in the product or an error in your order, we will cover the return shipping costs. In such cases, please contact our customer service team for a prepaid shipping label.
Exchange Policy:
Exchanges: If you wish to exchange an item for a different size or color, please return the original item following the return process and place a new order for the desired item. This ensures that you receive your replacement item as quickly as possible.
Damaged or Defective Items:
Inspection: If you receive a damaged or defective item, please contact us immediately at info@heloe.shop or +86 18980910977. We will arrange for a replacement or refund as per your preference.
Proof of Damage: Please provide photographic evidence of the damage or defect to expedite the process.
Contact Us:
If you have any questions or need further assistance with your return or refund, please do not hesitate to contact us:
Email: info@heloe.shop
Phone: +86 18980910977
Thank you for shopping with Haian Peili E-commerce Co., Ltd. We appreciate your business and strive to provide you with the best possible service.