Refund Policy

1. Satisfaction Guarantee

Helcasse offers a 100% satisfaction guarantee on all our products. If you're not completely satisfied with the quality, craftsmanship, or condition of any item in your order, we will provide a refund or credit at our discretion.

This guarantee applies to both one-time purchases and subscription deliveries.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• Quality Issues: Products that are damaged, defective, or otherwise not up to our quality standards upon delivery
• Missing Items: Products that were charged but not included in your delivery
• Incorrect Items: Products that were delivered but different from what you ordered
• Late Delivery: Deliveries that arrive significantly outside the scheduled delivery window, resulting in product non-usability

Please note that for custom-designed products:

• We cannot offer refunds based on design preferences after production has begun.
• All custom designs require your approval before production, and it is your responsibility to carefully review designs before approving them.
• Minor variations in color between your screen display and the final product are normal and not considered defects.

3. Refund Request Timeframe

To be eligible for a refund, you must notify us of the issue within:

• 7 days of delivery for quality issues, missing items, or incorrect items
• 24 hours of the scheduled delivery time for late deliveries

We strongly recommend that you inspect your order as soon as possible after delivery to ensure timely reporting of any issues.

4. How to Request a Refund

For non-custom products, we may request that you return the item before processing a refund. If a return is required, we will provide instructions and may cover return shipping costs depending on the circumstances.

For custom products with manufacturing defects, we typically do not require returns but may ask for clear photographs of the defect.

5. Refund Methods and Processing Time

Refunds will be issued using the original payment method used for the purchase. The time it takes for the refund to appear in your account depends on your payment provider:

• Credit/Debit Cards: 5-10 business days after processing
• PayPal: 1-3 business days after processing
• Bank Transfers: 3-7 business days after processing

In some cases, we may offer store credit or replacement instead of a monetary refund, particularly for custom items. The choice between these options will be discussed during the resolution process.

6. Partial Refunds

In some situations, we may issue partial refunds:

• When only part of an order is affected by quality issues
• For minor defects that don't significantly impact the functionality of the product
• When a discount or credit would be more appropriate than a full refund

The amount of a partial refund will be determined based on the nature and extent of the issue and will be communicated to you during the resolution process.

7. Exchanges

We offer exchanges for products in the following circumstances:

• If you received a defective product and prefer a replacement rather than a refund
• If you received an incorrect item and would like the correct item instead

For non-custom products, we may also offer exchanges if you change your mind about a purchase, provided that:

• The request is made within 14 days of delivery
• The product is unused and in its original packaging
• You cover the return shipping costs

Please note that for custom-designed products, we cannot offer exchanges based on design preferences or changes of mind after production.

8. Cancellations

Order cancellations are handled as follows:

• Before Production: Orders can be cancelled for a full refund if production has not yet started.
• During Production: Once production has begun, particularly for custom items, cancellations may not be possible or may incur a cancellation fee to cover materials and work already completed.
• After Shipping: Orders cannot be cancelled once they have been shipped. Standard return policies will apply.

To request a cancellation, please contact our customer service team as soon as possible with your order number and cancellation reason.

9. Warranty for Manufacturing Defects

All Helcasse products come with a warranty against manufacturing defects:

• Phone Cases: 90-day warranty
• Luggage: 1-year warranty
• Accessories: 60-day warranty

This warranty covers defects in materials and workmanship under normal use. It does not cover damage resulting from misuse, accidents, or normal wear and tear.

To claim under the warranty, please contact our customer service team with your order details and a description or photos of the defect.

10. Exceptions

The following exceptions apply to our refund policy:

• Digital design services or files that have been downloaded or accessed
• Personalized items where the personalization was correctly produced according to your approved design
• Items damaged due to misuse, accidents, or improper care
• Items showing normal wear and tear
• Products that have been modified or altered after delivery

We reserve the right to refuse refunds if we suspect fraudulent or abusive behavior regarding our refund policy.

11. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer. If you are based in the United Kingdom or European Union, you have certain rights under consumer protection laws that cannot be limited by this policy.

For UK customers, information about your statutory rights is available from your local Citizens Advice Bureau or Trading Standards office.

12. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page with a new "Last Updated" date. Your continued use of our services after any changes to this policy constitutes your acceptance of the changes.

We encourage you to review this policy periodically to stay informed about our refund procedures.

13. Contact Us

If you have any questions about this Refund Policy or would like to request a refund, please contact us at:

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM GMT.