Refund policy

Return & Refund Policy
We have a 30-day return policy, meaning you have 30 days from the date of receiving your item to
request a return.
Return Eligibility
To be eligible for a return:
- The item must be in its original condition, unworn or unused, with tags, and in its original
packaging.
- Proof of purchase (receipt or order confirmation) is required.
- Returns must be approved before shipping. Items sent back without prior approval will not be
accepted.
To initiate a return, contact us at shop@hellenaa.com. Returns must be sent to the following
address: [INSERT RETURN ADDRESS].
Damaged or Incorrect Items
If you receive a product that is damaged and unusable (packaging damage does not qualify), or if
you receive the wrong item, 
you must provide photos or videos within 48 hours of delivery. Once verified, we will arrange for a
replacement or a full refund at no cost to you.
Exchanges
- If you ordered the wrong size or item, we do not offer refunds, but we do offer exchanges.
- The customer must cover the return shipping cost for the incorrect item.
- After receiving and inspecting the return, we will ship the correct size or item.
- Please refer to the size chart carefully before purchasing to ensure the correct selection.
Non-Returnable & Final Sale Items
Certain items cannot be returned:
- Perishable goods (e.g., food, flowers, plants).
- Custom or personalized items.
- Personal care or beauty products.

Hazardous materials, flammable liquids, or gases.

- Sale items and gift cards are final sale and cannot be returned or refunded.

**Final Sale Policy:**

Items marked as **Final Sale** cannot be returned, exchanged, or refunded under any

circumstances.

Additionally, we are not responsible if your dog does not like the product. Returns or refunds will not

be accepted based on personal preference.

European Union 14-Day Cooling-Off Period

For customers in the European Union, you have the right to cancel or return an order within 14 days

of receiving it,

for any reason and without justification. Items must be in their original, unused condition, with tags

and packaging intact.

A receipt or proof of purchase is required.

Refunds

- Once we receive and inspect your return, we will notify you of approval or rejection.

- If approved, refunds will be processed to the original payment method within 10 business days.

- Refund processing times depend on your bank or credit card provider. If more than 15 business

days have passed since approval,

 contact us at shop@hellenaa.com.

Final Notes

- Choose your size carefully using our provided size chart. Incorrect size selections are eligible for

exchange only (shipping costs apply).

- We do not issue refunds if your pet does not like the product.

For any return inquiries, contact shop@hellenaa.com before shipping your item.