Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@heliopaw.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@heliopaw.com. 

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and work with you to make it right.

Please note that our products are made with natural crystals and handcrafted components. Variations in color, clarity, texture, or minor finishing details are natural characteristics of these materials and are not considered defects.

Exceptions / non-returnable items

Certain items are not eligible for return, including:

• Items marked as final sale

• Custom or personalized products

• Gift cards

Due to the natural and handcrafted nature of our products, returns based solely on natural variations in crystals or handmade details cannot be accepted.

If you have questions about a specific item, please contact us before purchasing.

Exchanges

The fastest way to ensure you receive the item you want is to return the original item first. Once your return is approved, you may place a new order separately.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@heliopaw.com.