Refund policy

Return & Refund Policy

We offer a 60-day limited warranty from the date your order is delivered — but only in cases where the product arrives defective, damaged, or incorrect.

This warranty is designed to protect you if something goes wrong — not for general returns, change of mind, or normal wear and tear.

1. Eligibility for Returns (Strict Conditions)

To qualify for a return, you must meet ALL of the following conditions:

  • The item arrived defective, damaged, or incorrect

  • You contact us within 60 days of delivery

  • You provide clear photo/video evidence of the issue

  • The item has not been intentionally damaged, misused, or altered

We do not accept returns for:

  • Change of mind

  • Wrong size selected by the customer

  • Normal wear and tear

  • Minor cosmetic variations that do not affect functionality

2. Mandatory Proof Requirement

To prevent abuse and fraud, all claims must include video/photo proof clearly showing:

  • The defect or issue

  • The product in use (if applicable)

  • The original packaging when possible

Claims without sufficient evidence will not be approved.

3. Resolution Process (At Our Discretion)

Once your claim is approved, we reserve the right to choose the most appropriate solution:

  • Replacement product (most common)

  • Partial refund

  • Full refund (only if replacement is not possible)

Refunds are not guaranteed and are issued only when necessary.

4. Return Shipping Responsibility

  • Customers are responsible for return shipping costs unless explicitly stated otherwise

  • We may not require the item to be returned in all cases (to reduce delays)

  • If a return is required, instructions will be provided after approval

Items sent without prior authorization will not be accepted.

5. Processing Time

  • Claims are reviewed within 1–5 business days

  • Approved refunds may take 5–10 business days to reflect, depending on your bank

6. Chargebacks & Fraud Protection

We take fraud seriously.

By placing an order, you agree to contact us first to resolve any issue before filing a dispute or chargeback.

Filing a chargeback without contacting us first may be considered fraudulent activity, and we reserve the right to submit all evidence (including IP, tracking confirmation, and communication history) to dispute the claim.

7. Incorrect Address / Delivery Issues

  • Customers are responsible for providing the correct shipping address

  • We are not responsible for orders delivered to incorrect addresses provided by the customer

  • Orders marked as delivered by the carrier are considered fulfilled

8. Contact Information

To request a claim, contact us at:

📧 helppapilia@hotmail.com

Include:

  • Order number

  • Description of the issue

  • Photo/video evidence