1. Overview Section
Title: Return Policy
Make the title bold and clear, in the same serif font as the rest of the site (e.g., Playfair Display) to maintain consistency with your brand.
Introductory Text:
“At Hela House, we strive to offer you beautifully crafted home decor that enhances your space. If you’re not completely satisfied with your purchase, we’re here to help! Please read our Return Policy below to understand the steps for returns, exchanges, and refunds.”
2. Eligibility for Returns and Exchanges
Return Window:
“We accept returns and exchanges within 30 days from the delivery date. If for any reason you’re not happy with your order, you can initiate a return or exchange by following the steps outlined below.”
Product Condition:
“In order to be eligible for a return or exchange, the product must be unused, in its original condition, and in the original packaging (if available).”
Non-Returnable Items:
“Personalized or custom-made items (such as custom beaded goblets or embroidered cushions) cannot be returned unless they arrive damaged or defective.”
3. Return Process
Provide customers with clear steps on how to return products.
Step 1: Contact Us
“Please contact us at [email protected] or call +94-XX-XXXXXXX within 30 days of receiving your order. Let us know your order number, the product you wish to return, and the reason for the return.”
Step 2: Packaging and Shipping
“Ensure the item is securely packed in its original packaging (if possible). Please use a trackable shipping service or purchase shipping insurance for your return. We are not responsible for items lost or damaged in transit.”
Step 3: Refund or Exchange
“Once we receive your return and inspect the product, we will process your refund to the original payment method, or issue an exchange based on your preference.”
4. Refunds
Refund Method:
“Refunds will be credited to the original payment method used at checkout. Please allow 7-10 business days for the refund to process. The exact timing will depend on your bank or payment provider.”
Shipping Costs:
“Please note that shipping costs are non-refundable. If you received free shipping on your order, the original shipping fee will be deducted from your refund.”
5. Damaged or Defective Items
In case of product damage or defects, provide clear instructions.
Damaged or Defective Products:
“If your item arrives damaged or defective, please contact us within 7 days of receiving the product. Provide us with your order number and photos of the damaged item, and we will offer a full refund or replacement free of charge.”
Return Shipping for Damaged Goods:
“We will cover the return shipping costs for damaged or defective items. Once the item is returned to us, we will process your refund or exchange immediately.”
6. Non-Returnable Items
List any items that cannot be returned.
Non-Returnable Products:
“The following items cannot be returned:
Personalized or custom-made products.
Gift cards.
Sale or clearance items.”*
7. Exchanges
Explain the process for product exchanges.
Exchange Process:
“If you wish to exchange an item for a different product, please contact us within 30 days of receiving your order. If the exchange product is of higher value, the price difference will be billed. Exchanges for items of equal or lesser value will be processed immediately.”
Exchange Shipping:
“You are responsible for return shipping fees for exchanges. However, we will cover the shipping costs for the replacement item to be sent to you.”
8. Contact Information
Make it easy for customers to reach you for assistance.
Customer Support:
“If you have any questions about our return and exchange policy, or if you need assistance with your order, please contact us at: Email: [email protected] Phone: +94-XX-XXXXXXX Our customer service team is happy to assist you!”