Refund policy
Last updated: June 27, 2026
1. OVERVIEW
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return in accordance with EU consumer protection laws.
If more than 14 days have passed since delivery, we unfortunately cannot offer a refund or exchange unless required by law (e.g., defective goods).
To be eligible for a return, your item must be:
- In the same condition as received
- Unworn, unused, and unwashed
- With all original tags attached
- In original packaging
- Accompanied by proof of purchase
2. HOW TO START A RETURN
To initiate a return, please contact us at:
Please include:
- Order number
- Reason for return
- Photos (if item is defective or incorrect)
Returns must be sent to the address we provide after approval.
⚠️ Items sent back without prior approval will not be accepted.
3. RETURN SHIPPING
Unless the item is defective or incorrect:
- The customer is responsible for return shipping costs
- Shipping costs are non-refundable
If the item is defective, damaged, or incorrect:
- We will cover return shipping or provide a replacement at no cost
4. DAMAGES & ISSUES
Please inspect your order upon delivery.
If you receive:
- A defective item
- A damaged item
- The wrong item
Contact us immediately at info@heliscent.com so we can evaluate the issue and resolve it promptly.
5. EXCHANGES
We do not offer direct exchanges.
The fastest way to get the desired product is to:
- Return your original item (if eligible)
- Place a new order after approval of your return
6. EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
In accordance with EU consumer protection law, if your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
To qualify:
- Items must be unused, unworn, and in original condition
- Items must include original packaging and proof of purchase
7. NON-RETURNABLE ITEMS
Certain items cannot be returned, including:
- Perishable goods (food, plants, etc.)
- Custom or personalized products
- Personal care or hygiene goods (if sealed and opened)
- Hazardous materials or flammable liquids/gases
- Gift cards
- Items that come into direct intimate contact AND are sealed for hygiene reasons
- Cosmetic/personal care related wearables
- Underwear
- Swimwear with protective hygiene seals removed
- Sale or clearance items (if clearly marked as non-returnable, where permitted by law)
If you are unsure whether your item qualifies, contact us before purchasing or returning.
8. REFUNDS
Once we receive and inspect your return, we will notify you of the approval status.
If approved:
- Refunds will be issued to your original payment method
- Processing time: up to 10 business days
Please note:
- Your bank or card provider may require additional time to process the refund
- In some cases, this may take longer depending on your payment provider
If more than 15 business days have passed after approval, contact us at info@heliscent.com.
9. LOST OR RETURNED PARCELS
We are not responsible for:
- Returns lost in transit
- Incorrect return shipping information provided by the customer
We recommend using a trackable shipping service when returning items.
10. PARTIAL REFUNDS (IF APPLICABLE)
Partial refunds may be granted in cases where:
- Items are not in original condition
- Items are damaged due to customer use
- Items are missing parts not due to our error
11. CONTACT INFORMATION
For any questions regarding returns or refunds:
DELTA ECOM OÜ
Tornimäe tn 5
10145 Tallinn
Estonia
Registry code: 17405675
VAT: EE102942286