Refund policy

Effective date: September 13, 2025

Introduction and scope
Welcome to Helvo (operating at https://helvo.top). This Return & Refund Policy explains your rights and our procedures for returns, exchanges, cancellations, and refunds for purchases of gua sha / scraping and massage devices (collectively, “Products”) purchased through our Shopify storefront. This policy applies to purchases made directly through helvo.top and to items shipped from our fulfillment partners on our behalf. We maintain clear and conspicuous return and refund information on our site in order to be transparent for customers and for marketplace partners.

General return window
We accept returns on eligible Products for a minimum of 30 days from the date of delivery, unless a specific product page states a different return window for special categories or seasonal offers. This minimum return window meets common marketplace guidelines and gives customers a reasonable window to evaluate products. If you wish to return a Product, please review the eligibility rules below.

Eligibility for returns

  1. Eligible items: Products that are undamaged, clean, and returned in their original packaging with all included components and documentation may be returned.

  2. Condition: Products must be returned in a condition that allows resale (unused, with tags and packaging intact) unless the item is defective or damaged on arrival. We reserve the right to refuse or partially refund returns that show significant signs of use, damage, or missing parts.

  3. Hygiene & sealed goods: For health and hygiene reasons, Products that are sealed for sanitary reasons (for example, sealed personal-contact applicators, or sealed accessories that explicitly indicate they cannot be resold if opened) may be non-returnable once their hygienic seal has been broken. Such restrictions will be called out clearly on the product page.

  4. Non-returnable items: Personalized or custom-made products, opened sealed hygiene items, gift cards, and clearance/closeout items marked non-returnable are not eligible for returns unless they arrive defective or damaged.

How to initiate a return

  1. Contact us first: To begin a return, please email our customer support team at service@helvo.top within the return window and include your order number, the item(s) you wish to return, and a brief reason for the return.

  2. Return authorization: For many returns we will provide a Return Merchandise Authorization (RMA) number and simple instructions for packaging and shipping. Returns sent without an RMA may experience processing delays or may be denied.

  3. Pre-authorization: Do not ship the item back before receiving an RMA or return instructions unless instructed otherwise by our customer service team.

Return shipping, costs, and labels

  1. Standard returns: Unless the return is due to our error (damaged, defective, incorrect item), return shipping costs are the responsibility of the customer. We will clearly disclose when a return shipping label or prepaid label will be provided.

  2. Return packaging: Use secure packaging that protects the Product in transit. Include the RMA number and order information inside the package.

  3. Damaged during transit: If an item is damaged in return transit, contact us immediately. We recommend retaining tracking information and photos of the packaging and damaged contents.

Refund processing and timing

  1. Inspection: Once we receive the returned Product, we will inspect it. If the Product meets the return criteria, we will process your refund. The inspection and processing period typically occurs within 7 business days of receiving the return, though processing times may vary during peak seasons.

  2. Refund method: Refunds will be issued to the original form of payment used for the purchase whenever possible, unless an alternative arrangement is agreed upon. The time for the refund to appear in your account depends on the payment provider and may take additional business days.

  3. Partial refunds: If a returned Product is not in its original condition, is missing parts, or shows signs of use, we reserve the right to issue a partial refund reflecting the diminished value. This will be explained in writing when the partial refund is issued.

Exchanges
If you want to exchange an item for a different model, size, or color, please indicate your request when you contact support. Exchanges may be handled as a return followed by a new purchase, depending on stock availability.

Defective or damaged items

  1. Inspection on arrival: Please inspect your order upon receipt and contact us immediately at service@helvo.top if the item is defective, missing parts, or damaged. Providing photos and a description expedites the resolution.

  2. Replacement or refund: For items confirmed defective or damaged through inspection, we will offer a replacement, repair, or full refund (including any reasonable shipping costs), at our discretion.

Order cancellations
If you need to cancel an order, contact us immediately at service@helvo.top. If the order has not yet shipped, we will cancel it and issue a full refund. If the order has already shipped, cancellation will be treated as a return once the package is delivered and returned in accordance with this policy.

Restocking fees & inspections
We do not normally charge restocking fees. If a restocking fee is ever applied, it will be clearly disclosed on the product page and at the time of purchase. Any fees associated with returns will be explained before you ship the item back.

Chargebacks
We ask that you contact our support team at service@helvo.top before initiating chargebacks with your payment provider. Chargebacks can cause delays and may require us to provide documentation showing communication, shipping, and return handling. We will cooperate fully with payment processors’ investigations.

Privacy and returned goods
When processing returns and refunds we will handle personal information in accordance with our Privacy Policy. Information provided for returns (order number, name, reason, photos) will be used solely to process the return and improve customer service.

Legal rights and consumer protections
This policy does not affect your statutory rights under applicable consumer protection laws. If any part of this policy conflicts with local mandatory law (for example, consumer rights in your jurisdiction), the local law will take precedence.

Changes to this policy
We reserve the right to update this Return & Refund Policy. Any material changes will be posted on this page with a revised effective date. For transparency and to comply with marketplace requirements, we will always show the Effective date at the top of this page.

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