Refund policy

Non-Returnable Item Policy

At Helia Beauty, we do not accept returns or exchanges on our products due to hygiene and safety reasons. Once opened or used, lashes can no longer be considered sanitary for resale, as they come into direct contact with the eyes, posing potential health risks.

If you receive a defective or damaged product, please contact us within 7 days of receiving your order. 
Contact us at sales@heliabeauty.co.uk  

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any queries at sales@heliabeauty.co.uk  

Damages and issues
We thoroughly inspect all orders prior to packing to ensure that each item is in perfect condition. However, if you receive a damaged or defective product, or if there has been an error in your order, please contact us immediately. We will promptly evaluate the issue and work to resolve it to your satisfaction.

 

Exchanges

The quickest way to receive the product you want is to return the item at your own cost. Once the return is accepted (in resellable condition), we will promptly ship the new product to you.

If the returned item does not meet our inspection criteria, you will not receive a refund, and the item will not be returned to you unless you cover the shipping fee.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 7 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us.