If an item that you have received is physically damaged, defective, missing some parts or different from the description of the product, then that product can be repaired, returned or exchanged within the applicable return window (10 Days) with all the original packings and price tags.
Please keep the item in its original condition, with brand new outer box, and original accessories in manufacturer packaging for a successful return pick-up.
Returns will only be processed if:
- The product was not damaged while it was in your possession
- The product must not be different from the one shipped to you
- The product is returned in original condition (with brand’s box, price tag intact, user manual, warranty card, and all the accessories therein).
All the product repairs, replacements, refunds, or store credit will be applied on receipt of the items. If the items were incorrectly ordered, they must be returned in new condition in the original packaging.
Return policy is not applied to custom made orders or clearance products.
HOW TO RETURN THE ORDER
If you want to return a product to Helena House please contact us and advise us of the reason for the return.
Pack your items and return your items to:
276-278 Parramatta Rd, Auburn, NSW, 2144
If the return is a result of our error (you received an incorrect or defective item, etc.) we shall pay the return shipping costs.
WHAT ARE NON REFUNDABLE ITEMS?
Due to the hygiene/health and personal care/wellness nature of the product from these categories are non – returnable.
If an item comes under the non-returnable category, then the product item will NOT be returned, except if the product was damaged or defected when it was received. You must contact us within 10 days if you have received damaged or incorrect items.
Items that fall under the non-returnable item categories are:
- Custom made products：including but not limited to custom made products that are made from scratch, products that only have fabric(s), paint colour(s), foam(s), and/0r other materials changed or upholstered.
- Clearance products
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in most cases, you will receive a refund more quickly.
This time period includes freight (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).