Refund policy

HÉLEUN US Independent Station Refund Policy

Welcome to HÉLEUN Independent Station (hereinafter referred to as "we"). These terms are intended to clarify the logistics service rules and refund policies we provide to users in the United States, so as to protect your shopping rights and interests. Please read carefully before placing an order. Once you place an order, it shall be deemed that you have understood and agreed to all the contents of these terms.

Refund & Return Policy

2.1 Return Time Limit & Conditions

Returns are accepted within 30 days of package receipt; no returns will be accepted after the deadline. Returned products must meet the following conditions: unworn, unwashed, free of stains and damage, with original tags, packaging and all accessories (such as dust bags, instruction manuals, etc.); intimate pajamas, custom-made products, and products marked "Final Sale" (clearance sale) are non-refundable and non-exchangeable unless there is a quality issue.

2.2 Return Shipping Fee Responsibility

1. Quality Issues/Wrong Shipment: If the product has quality issues (such as loose stitches, damaged fabric, incorrect size) or we ship the wrong product (style, color, size inconsistent with the order), the return shipping fee will be borne by us, and we will provide you with a prepaid return label, so you do not need to pay any return-related fees.

2. Personal Reasons: If you apply for a return due to personal preferences, wrong size selection and other non-quality reasons, the return shipping fee will be borne by you. All related fees incurred when sending back the return package, such as shipping fees and insurance fees, shall be your responsibility.

2.3 Return & Exchange Process

1. Apply for Return: Please submit a return application through our customer service email, providing the order number, clear photos of the product (including tags and packaging) and the specific reason for return, ensuring the information is true and accurate.

2. Review & Return Shipment: We will complete the review of the return application within 2 business days. After approval, we will send you the return address and relevant guidelines (if it is a quality issue, a prepaid return label will be provided simultaneously). Please send the product back to the designated warehouse within 7 days; failure to send it back within the deadline will be deemed as voluntarily abandoning the return application.

3. Quality Inspection & Refund/Exchange: After the warehouse receives the return package, it will complete the quality inspection within 3 business days. After confirming that the product meets the return conditions, the refund will be processed within 3-5 business days; if an exchange is applied for, the replaced product will be shipped to you as soon as possible after the quality inspection is passed.

2.4 Refund Method & Time Limit

Refunds will be returned to your original payment account (such as credit card, PayPal, etc.). The arrival time is subject to the regulations of the payment channel, usually 7-10 business days. If the refund has not arrived after more than 15 business days, please contact customer service for verification. We do not support cash refunds, and you can also negotiate with customer service to convert the refund amount into store points (the ratio of points to US dollars is 1:1, which can be used for deduction in subsequent orders).

2.5 Non-Refundable & Non-Exchangeable Situations

1. Exceeding the 30-day return time limit, or the product has been worn, washed, artificially damaged, or lacks original tags, packaging and accessories;

2. Clearance products marked "Final Sale", intimate pajamas (non-quality issues), customized printed/engraved and other personalized products;

3. Damage, deformation or stains of the product caused by improper use or poor storage on your part;

4. Intimate pajama styles with opened hygiene stickers, or product packaging damaged that affects secondary sales.

2.6 Exchange Rules

Only exchanges for the same style with different sizes or colors are supported, and the exchange application must be submitted within 15 days of package receipt; no exchanges will be accepted after the deadline. The exchange process is the same as the return process. If there is a price difference for the exchanged product (such as different prices for different sizes/colors), the difference will be refunded or supplemented, and the shipping fee for the exchange will be divided according to the above "Return Shipping Fee Responsibility" rules.

Other Instructions

1. If you have any questions about logistics or refunds, you can consult through the "Contact Us" page on the independent station or the customer service email, and we will reply to your inquiry within 2 business days.

2. We have the right to adjust these terms according to changes in U.S. logistics policies, market changes, etc. The adjusted terms will be posted on the homepage of the independent station and will take effect 3 business days after the posting. If you continue to place orders, it shall be deemed that you agree to the adjusted terms.

3. These terms only apply to orders placed on HÉLEUN US Independent Station. If you purchase our products through other channels (such as third-party platforms), the logistics and refund rules of the corresponding channel shall apply.