Return and Refund Policy

Last updated: August 17, 2026

At Haelix Co, we want you to be satisfied with your purchase. If you receive a product that is damaged, defective, incorrect, or significantly different from what was ordered, you may request a return or refund subject to the conditions below.

1. Return Eligibility

You may request a return within 7 days of receiving your order if:

• The product arrived damaged or defective.

• You received the wrong product, size, color, or variant.

• The product is materially different from the description provided on our website.

• The product is missing essential parts or accessories that were included with the order.

For hygiene, safety, customization, or product-specific reasons, certain products may not be eligible for return. Any product-specific return restrictions will be mentioned on the relevant product page.

2. Condition of Returned Products

To be eligible for a return:

• The product must be unused and in its original condition, except where the product is defective or damaged upon delivery.

• The product should preferably be returned in its original packaging.

• Proof of purchase or order details must be provided.

• Products damaged through misuse, improper handling, or normal wear and tear may not qualify for a refund.

3. Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect product, please contact us within 48 hours of delivery.

Please provide:

• Your order number

• A description of the issue

• Clear photographs of the product

• Photographs of the packaging, where applicable

• A short video, if requested by our support team

We may request additional information to verify the issue.

4. Change-of-Mind Returns

Unless otherwise stated on the individual product page, Haelix Co does not guarantee returns solely because a customer has changed their mind or no longer wants the product.

Any discretionary return accepted for such reasons may be subject to applicable return shipping costs and product-specific conditions.

5. Return Shipping

If the return is due to a product being defective, damaged during delivery, incorrect, or materially different from the product ordered, Haelix Co will determine the appropriate return or replacement procedure.

For discretionary returns not caused by an error or defect, the customer may be responsible for applicable return shipping costs.

6. Refunds

Once an approved return is received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, the refund will generally be processed to the original payment method used for the purchase.

The time required for the refund to appear in your account may depend on your payment provider or bank.

7. Replacements

Where appropriate, Haelix Co may offer a replacement instead of a refund for defective, damaged, incorrect, or missing products.

Replacement availability depends on product availability and supplier inventory.

8. Products Lost or Damaged During Delivery

If your order is lost in transit or arrives damaged, please contact us as soon as possible.

We may work with our shipping or fulfillment partner to investigate the shipment and determine the appropriate resolution.

9. Non-Delivery

If an order has not been delivered within the estimated delivery period, please contact us so that we can investigate the shipment status.

Delivery estimates are not guarantees and may be affected by courier delays, weather, holidays, customs, incorrect addresses, or circumstances outside our reasonable control.

10. How to Request a Return or Refund

To request a return or refund, contact us at:

Email: info@haelix.com

Please include your order number and details of the issue.

Do not send products back to an address without receiving return instructions from Haelix Co.

11. Policy Changes

Haelix Co reserves the right to update this Return and Refund Policy when necessary. The version published on this page will apply to orders placed after the policy's effective date, subject to applicable law.

12. Contact

For questions regarding returns or refunds:

Haelix Co.
Email: info@haelix.com