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At HELDDA, we want you to feel happy with your purchase. If something isn’t right, contact support@heldda.com and we’ll help.
You can request a change-of-mind return within 90 days of receiving your order.
Under our voluntary extended returns guarantee, items must:
Be unused, unworn and undamaged.
Be free from marks, stains and signs of wear.
Include all original accessories.
Be securely packed for return.
This is a returns guarantee, not a 90-day trial of used products. These conditions do not restrict your statutory cancellation rights or your rights where goods are faulty, damaged or not as described.
If we offered a longer return period when you placed your order, we’ll honour it.
Email support@heldda.com with your order number and the item you wish to return.
We’ll provide the correct return address and instructions. Please contact us before posting your parcel to avoid sending it to the wrong address. Your statutory cancellation does not require our approval.
Please send your return within 14 days of notifying us and keep your proof of postage.
For change-of-mind returns, you are responsible for return postage, provided this was disclosed before purchase. For returns under our extended guarantee outside the statutory cancellation period, original delivery charges are non-refundable.
For most online purchases, you have a legal right to cancel without giving a reason. You can cancel before delivery or within 14 days after receiving your goods, then have a further 14 days to send them back.
Email support@heldda.com with a clear statement that you wish to cancel. You may use the optional form below.
You may inspect goods as you would in a shop. We may deduct an amount for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where permitted by law.
If you cancel your entire order within the statutory period, we will refund the standard outbound delivery charge. Any additional charge for express or premium delivery is not refundable.
If your item arrives damaged, develops a fault or differs from what you ordered, please contact support@heldda.com.
Please include:
Your order number or other proof of purchase.
A description of the problem.
Photos or a short video, where possible, to help us assess it.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
You normally have a 30-day short-term right to reject non-conforming goods for a full refund. After that, you may be entitled to a repair or replacement and, in qualifying circumstances, a price reduction or refund.
We will cover necessary, reasonable return costs for faulty, damaged or incorrect goods. Contact us for arrangements and retain any postage receipts. Original packaging is not required.
These rights are not limited by our 90-day returns guarantee. Normal wear and tear or damage caused by misuse does not, by itself, constitute a product fault.
Refunds are made to your original payment method, unless you expressly agree otherwise, without a refund fee.
For statutory cancellation returns, we will refund you within 14 calendar days of receiving the goods back or receiving evidence that you sent them back, whichever is earlier.
For an agreed refund under your faulty-goods rights, we will issue it without undue delay and within 14 calendar days of agreeing that you are entitled to it.
For returns under our voluntary extended guarantee, we aim to process approved refunds within 5–10 business days after receiving and inspecting the return.
Your bank or payment provider may take additional time to display the funds. Our processing targets do not extend statutory deadlines.
For a change-of-mind exchange, contact us within 90 days of delivery, stating your order number and preferred item or colour.
Exchanges depend on stock availability and the conditions of our extended returns guarantee. You are responsible for change-of-mind return postage.
For faulty or incorrect items, the statutory rights described above apply.
Our voluntary extended returns guarantee does not cover:
Gift cards.
Used, worn or customer-damaged items.
Requests made after the applicable return period.
These exclusions apply only to our voluntary guarantee. They do not remove any statutory cancellation rights or remedies you may have.
To cancel an order, email support@heldda.com as soon as possible.
We will try to stop dispatch if the order has not yet shipped. If processing or dispatch has already begun, we may be unable to stop the parcel, but this does not remove your statutory right to cancel. We will explain the return arrangements.
To: HELDDA — support@heldda.com
I hereby give notice that I cancel my contract for the following goods:
Order number:
Goods ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Date:
Signature is required only if submitting this form on paper.
HELDDA Customer Support
support@heldda.com