Refund policy
Return & Refund Policy
Last updated: 1/7/2026
This Return & Refund Policy applies to all purchases made through Heliora.
30-Day Return Policy
We offer a 30-day return window. You must request a return within 30 days of receiving your item.
Returns requested outside this period will not be accepted.
Return Eligibility
To qualify for a return, all items must meet all of the following conditions:
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Item must be unused, unworn, and unaltered
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Item must be in original condition
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Item must include all original packaging, tags, and inserts
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Item must be accompanied by a receipt or proof of purchase
We reserve the right to refuse returns that do not meet these requirements.
How to Request a Return
To initiate a return, contact us at:
Your request must include:
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Order number
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Reason for return
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Photo evidence if the item is damaged or incorrect
Returns must be approved prior to shipment.
Items returned without authorization will not be accepted and may be returned to the sender at their expense.
Return Shipping
If your return is approved:
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We will provide a return shipping label
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Instructions for return shipment will be included
📍 Return Address:
57 Edgewood Circle
Failure to follow return instructions may result in denial of the refund.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item is defective, damaged, or incorrect, you must contact us within 48 hours of delivery at Heliorashop@gmail.com, including photo or video evidence.
Failure to report issues within this timeframe may result in denial of replacement or refund.
Non-Returnable Items
The following items are final sale and not eligible for return or refund:
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Personal care and hygiene products
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Custom or personalized products
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Perishable goods (including food, flowers, or plants)
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Hazardous materials, flammable liquids, or gases
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Sale or discounted items
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Gift cards
This list is not exhaustive and may be updated at our discretion.
Exchanges
We do not offer direct exchanges.
To receive a different item:
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Submit and complete an approved return
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Place a new order separately
European Union 14-Day Right of Withdrawal
If your order is shipped to a European Union member country, you have the right to withdraw from your purchase within 14 days of delivery, without providing a reason.
To qualify:
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Item must be unused and in original condition
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Original packaging and proof of purchase are required
Certain goods are exempt from this right under EU law, including personalized items and sealed personal care products once opened.
Refund Processing
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
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Refunds will be issued to the original payment method
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Processing time is up to 10 business days
Please note:
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Banks and credit card providers may take additional time to post refunds
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Shipping costs are non-refundable, unless required by law
If more than 15 business days have passed since approval, contact us at Heliorashop@gmail.com.
Refused or Unauthorized Returns
We reserve the right to refuse returns that:
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Are sent without authorization
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Do not meet eligibility criteria
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Show signs of use, tampering, or damage not caused by shipping
Such items may be returned to the customer at their expense or disposed of, at our discretion.
Policy Modifications
We reserve the right to modify this Return & Refund Policy at any time without prior notice. Changes apply to future purchases only.
Contact Information
For all return, refund, or order inquiries:
