Refund policy
Refund & Return Policy
HelloBack wants you to be happy with your order. This policy has three parts: your automatic legal rights (Tiers 1 and 2 below) and our extended 30-day goodwill program (Tier 3), which goes beyond what the law requires.
Tier 1 — EU/UK 14-day right of withdrawal
If you are a consumer in the European Union or United Kingdom, you may cancel your order for any reason within 14 calendar days of receiving your product, with no need to give a reason. To use this right, simply notify us at helloback.info@gmail.com within the 14-day window — this is a notification, not a request subject to approval. We will refund you within 14 days of receiving the returned product (or proof that you have sent it back). This right does not apply to personalized items or sealed goods that have been unsealed for hygiene reasons, where applicable.
Tier 2 — Defective, damaged or not-as-described products (all countries)
If your product arrives damaged, defective, or does not match its description, you are entitled to a replacement or refund, regardless of where you live. Please contact us at helloback.info@gmail.com with photos or video of the issue — this helps us resolve your case quickly and is not used to deny a genuine claim. We will offer a replacement or refund; in Australia, for a major failure, you may choose between the two.
Tier 3 — Extended 30-day goodwill returns program
Beyond your legal rights above, HelloBack offers an extended 30-day change-of-mind returns window. The process is:
- Open a return request (ticket) at helloback.info@gmail.com within 30 days of delivery.
- Our team reviews your request against the eligibility criteria below.
- If eligible, we will confirm the return address; return shipping is at the customer's expense.
- Once we receive and inspect the returned item, we process your refund.
Eligibility criteria: to qualify, the product must be unused, in its original packaging, with all accessories included, and free of damage caused by the customer.
Resolution time: we aim to review each return request within 3 business days of receiving it, and to process refunds within 5 business days of receiving the returned item.
Who pays for return shipping
For Tier 3 (30-day goodwill program) and Tier 1 (EU/UK 14-day withdrawal) returns, the customer is responsible for the cost of return shipping; this cost is disclosed here, before purchase. For Tier 2 claims (defective, damaged or not-as-described products), HelloBack covers the cost of return shipping, as required by consumer law.
Shipping and transit issues
If your order is lost or arrives damaged in transit, contact us and we will offer a reshipment or a full refund. We do not offer compensation for indirect or consequential losses. See our Shipping Policy for claim deadlines and required evidence.
Contact
To start a return or ask about your order: helloback.info@gmail.com.
Last updated: September 16, 2026.