Refund policy
Last updated: 27.08.2026
At Hellurei Play Oy, we want you to be satisfied with your purchase. If you are not happy with your order, we are here to help.
1. Right of Withdrawal
If you are purchasing as a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.
To exercise your right of withdrawal, please contact us by email before the withdrawal period expires:
Email: support@hellurei.fi
After notifying us of your withdrawal, you must return the product without undue delay and no later than 14 days after notifying us.
You may inspect the product to the extent necessary to establish its nature, characteristics and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary for such inspection.
2. Return Conditions
To be eligible for a return, the item must:
- Be unused beyond what is necessary to inspect it.
- Be in its original condition.
- Include all accessories, manuals and original packaging where reasonably possible.
- Not be damaged through improper use.
Products returned in a condition that reduces their value beyond what is necessary to determine their nature, characteristics and functioning may receive a reduced refund where permitted by applicable law.
3. Non-Returnable Products
The following products cannot be returned unless they are defective or otherwise required by law:
- Personalised or custom-made products.
- Sealed hygiene products once opened.
- Underwear or similar hygiene-sensitive products where the seal has been broken.
- Gift cards.
- Products specifically marked as non-returnable on the product page where legally permitted.
These exclusions do not affect any statutory rights you may have in relation to defective or faulty products.
4. Damaged, Defective or Incorrect Products
Please inspect your order when it arrives.
If you receive:
- a damaged product,
- a defective product,
- or an incorrect product,
please contact us as soon as possible:
Please include:
- your order number;
- a description of the issue;
- clear photographs of the product; and
- photographs of the packaging where applicable.
We will assess the issue and, where appropriate, arrange a repair, replacement or refund in accordance with applicable consumer protection legislation.
If the product is defective, damaged during delivery or incorrect, Hellurei Play Oy will cover the reasonable return shipping costs.
5. Return Shipping Costs
If you return a product because you changed your mind, you are responsible for the direct return shipping costs, unless otherwise required by law.
Because our products are fulfilled through different suppliers and fulfillment locations, the return shipping cost may depend on the product, package size, weight, warehouse and destination.
For products fulfilled through Hertwill within the European Union, the return shipping cost is generally the same as the original shipping cost for the order. The exact return cost will be confirmed when we provide the return instructions for your order.
If the return is required because the product is defective, damaged during delivery or incorrect, Hellurei Play Oy will cover the reasonable return shipping costs.
6. Return Address and Return Instructions
Please contact us before sending any product back.
Because products may be fulfilled from different warehouses and suppliers, the correct return address depends on the product being returned.
We will provide the appropriate return address and return instructions for your specific order after your return request has been reviewed.
Do not send a return to our registered company address unless we specifically instruct you to do so.
Returns sent to an incorrect address may be delayed or may not be accepted.
To request return instructions, contact:
7. How to Start a Return
To request a return, please contact us at:
Please include:
- your full name;
- order number;
- email address used for the purchase; and
- reason for the return, if applicable.
We will review your request and provide the applicable return instructions and return address.
Please do not send products back before receiving return instructions from us.
8. Refunds
Once your returned product has been received and inspected, we will process the applicable refund.
For approved refunds:
- the refund will be issued to the original payment method; and
- the refund will normally be processed within 5 business days after the return has been approved.
Your bank or payment provider may require additional time before the refund appears in your account.
When you exercise your statutory 14-day right of withdrawal, we will refund the payments received from you, including the cost of the least expensive standard delivery option offered by us, as required by applicable law.
Additional delivery costs resulting from your choice of a more expensive delivery method are not refundable.
Where permitted by law, we may withhold the refund until we have received the returned product or you have provided evidence that you have sent it back, whichever occurs first.
9. Exchanges
We currently do not offer direct product exchanges.
If you would like another size, colour or product, please return your original purchase and place a new order.
10. Processing Time
Once your return has been received:
- Return inspection usually takes 1–3 business days.
- Approved refunds are typically processed within 5 business days.
Your payment provider may require additional time to complete the refund.
11. Consumer Rights
Nothing in this policy limits your statutory rights under Finnish or European Union consumer protection legislation.
In particular, statutory rights relating to defective or non-conforming products remain unaffected by this return policy.
Contact
Hellurei Play Oy
Email: support@hellurei.fi
Phone: +358 45 251 2905
Registered address:
Ristinummentie 38 B
02540 Kylmälä
Finland
Website: https://hellurei.fi