Refund policy
Return & Refund Policy
Last updated: 28.07.2026
At Hellurei, we want you to be completely satisfied with your purchase. If you are not happy with your order, we're 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
Products must be returned within 14 days after notifying us of your withdrawal.
2. Our 30-Day Return Policy
In addition to your statutory rights, Hellurei offers a 30-day return policy.
You may request a return within 30 days from the date the last item in your order was delivered.
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 Items
The following items cannot be returned unless they are faulty 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.
4. Damaged, Defective or Incorrect Products
Please inspect your order upon delivery.
If you receive:
- a damaged product,
- a defective product,
- or the wrong item,
please contact us as soon as possible at:
Please include:
- your order number,
- a description of the issue,
- clear photographs of the product,
- and photographs of the packaging if applicable.
Where appropriate, we will offer a replacement, repair or refund in accordance with applicable consumer protection laws.
5. Return Shipping
If you are returning a product because you changed your mind, you are responsible for the return shipping costs.
If the return is due to:
- a defective product,
- shipping damage,
- or an error on our part,
Hellurei will cover the reasonable return shipping costs.
Please do not return products without contacting us first. We will provide the correct return instructions.
6. Refunds
After we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved:
- your refund will be issued to your original payment method.
Please note that your bank or payment provider may require additional time before the refund appears in your account.
Where required by law, original standard shipping charges will also be refunded when you exercise your statutory right of withdrawal.
7. Exchanges
We currently do not offer direct exchanges.
If you would like another size, colour or product, please return your original purchase and place a new order.
8. How to Start a Return
To request a return, please contact:
Please include:
- Full name
- Order number
- Email address used for the purchase
- Reason for the return (optional)
We will send you return instructions.
9. Processing Time
Once your return has been received:
- 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.
10. Consumer Rights
Nothing in this policy limits your statutory rights under Finnish or European Union consumer protection legislation.
Contact
Hellurei
Email: support@hellurei.fi
Website: https://hellurei.fi