30-Day Window

Eligible products may be requested for return within 30 calendar days after delivery. Contact us before sending anything back and wait for authorization.

Eligible Condition

Except for verified defects, items must be unused, unwashed, uninstalled, unassembled where applicable, clean, complete, and in resalable condition with original packaging, labels, instructions, lids, inserts, hardware, accessories, and gifts.

Hygiene and Non-Returnable Items

Used pet-contact, washed, stained, altered, installed, damaged after delivery, incomplete, personalized, or final-sale items may be ineligible except where law requires otherwise. Products exposed to pet hair, saliva, waste, odors, stains, or moisture may not be accepted for change-of-mind returns.

Damage or Defect

Notify service@helvenna.com within 7 calendar days with order details and clear photos or video. Do not wash, assemble, fill, install, or continue using a cracked, chipped, sharp, unstable, or otherwise unsafe product.

Return Steps

1. Email service@helvenna.com within the applicable period.
2. Provide the order number, reason, and evidence.
3. Wait for approval and the correct return address.
4. Pack all pieces, straps, hardware, and accessories securely.
5. Use trackable shipping and retain the receipt.

Do not return to the company address unless specifically instructed.

Shipping and Fees

Customers generally pay return shipping for preference, size, color, layout, or compatibility returns. Verified incorrect, damaged, or defective products receive the applicable remedy. No restocking fee is charged for approved eligible returns.

Refund Timing

After receipt and inspection, approved refunds are initiated to the original payment method within 5–10 business days. Financial institutions may need additional time.

Exchanges and Cancellations

Direct exchanges may not always be available. Cancellation is not guaranteed after processing begins; shipped orders follow the return procedure.