HelloSkins Return, Refund & Exchange Policy

At HelloSkins, your comfort, privacy and satisfaction matter to us. We carefully inspect products before dispatch and want you to have a smooth, reassuring shopping experience.

1. Return Request Window

For eligible products, you must contact us within 24 hours of receiving your order to report a return request, damage, defect, missing item or incorrect product.

Please email Helloskinsshop@gmail.com with your Order ID, the reason for your request and supporting photos or videos, where applicable.

All requests are reviewed according to our policy and applicable consumer-protection laws.

2. Return Eligibility

To be eligible for a return, an item must generally be:

• Unused, unworn and in its original condition.

• In its original packaging, with tags and accessories, where applicable.

• Accompanied by proof of purchase or your Order ID.

Due to the intimate and personal nature of many HelloSkins products, opened or used intimate products are generally not eligible for change-of-mind returns for hygiene reasons, except where a return or remedy is required by applicable law or the product is defective, damaged, incorrect or otherwise eligible under consumer-protection requirements.

Please contact us before sending any item back. Returns sent without prior authorisation may not be accepted.

3. Damaged, Defective or Incorrect Orders

Please inspect your order upon delivery and notify us as soon as possible, preferably within 24 hours of receiving it.

If you receive a damaged, defective, incorrect or incomplete order, contact us at Helloskinsshop@gmail.com with:

• Your Order ID.

• A description of the issue.

• Clear photos or videos showing the product and packaging, where possible.

Our team will review the issue and advise you on the appropriate resolution, which may include a replacement, return or refund, depending on the circumstances and applicable law.

Your statutory consumer rights remain unaffected by this reporting window.

4. How to Request a Return

To initiate a return:

1. Email Helloskinsshop@gmail.com with your Order ID and reason for the request.

2. Wait for our team to review your request and provide instructions.

3. If approved, follow the return or pickup instructions provided by our team.

Return address: Provided upon return acceptance.

Please do not send a product to the return address before receiving instructions from HelloSkins.

5. Return Shipping Charges

For eligible change-of-mind returns, reverse-pickup or return-shipping charges may apply and will be communicated before the return is arranged.

For damaged, defective, incorrect or otherwise legally eligible returns, applicable shipping costs and remedies will be handled in accordance with our policies and applicable law.

Any permitted deductions will be communicated clearly.

6. Non-Returnable Items

Certain products may not be eligible for change-of-mind returns, including:

• Intimate products that have been opened or used, for hygiene reasons.

• Personal-care products that cannot be safely resold once opened.

• Products marked as non-returnable before purchase, where legally permitted.

• Gift cards.

Sale items may be excluded from change-of-mind returns where clearly disclosed and legally permitted. These exclusions do not remove any applicable rights relating to defective, damaged, incorrect or misrepresented products.

If you are unsure whether your item is eligible, contact our support team before sending it back.

7. Exchanges

If you would like a different product, please contact us to check eligibility and availability.

Where an exchange is not available, you may be asked to return the eligible item and place a separate order for the replacement. All exchanges remain subject to product condition, availability, hygiene requirements and applicable law.

8. Refunds

Once an authorised return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be processed to the original payment method within 10 business days of approval. The time taken for the amount to appear in your account may depend on your bank or payment provider.

Depending on the circumstances and applicable law, an eligible refund may be issued to the original payment method or through another agreed method, such as store credit.

For Cash on Delivery (COD) orders, we may request bank account details to process an eligible refund securely.

Any permitted deductions, including applicable return-shipping charges, will be communicated before processing.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at Helloskinsshop@gmail.com.

9. Orders Shipped to the European Union

Where applicable EU consumer law grants a 14-day right of withdrawal for online purchases, eligible customers may cancel or return their orders within the prescribed period, subject to applicable legal conditions and exceptions.

Exceptions may apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed, where the legal requirements for that exception are met.

Nothing in this policy is intended to limit any mandatory rights available to customers under applicable law.

10. Contact HelloSkins

For return, exchange or refund assistance, contact:

Email: Helloskinsshop@gmail.com

Please include your Order ID in all communications so our team can assist you efficiently.

Thank you for choosing HelloSkins. We appreciate your trust and are committed to treating every concern with care, respect and transparency.