Return & Refund Policy
Last updated: 15 August 2026
We want you to be happy with what arrives. Because every order is Cash on Delivery, you are never out of pocket before you have the parcel in your hands — and that shapes this whole policy.
Cancelling before dispatch
Call us on 077 823 8899 any time before your parcel is handed to the courier and we will cancel it, free of charge, no questions asked. Nothing has been paid at that point, so there is nothing to refund.
Refusing at the door
If you change your mind after dispatch, simply do not accept the parcel when the courier arrives. You pay nothing. The parcel comes back to us and the order is closed.
Damaged, wrong or faulty items
Contact us within 48 hours of delivery if:
- the bottle arrived broken, cracked or leaking
- the seal was already broken when it reached you
- you received the wrong item or the wrong quantity
- the powder is visibly spoiled, damp or clumped
Send us a photo on WhatsApp along with your order reference (the HH-000000 number from your confirmation screen). We will replace the item at our cost or refund you in full — your choice. You will not be asked to pay return postage on a fault that is ours.
Opened products
For hygiene and food-safety reasons we cannot accept the return of a bottle whose seal has been opened, unless the product itself is faulty. This is a food product, so once a seal is broken we cannot resell it or verify how it has been stored. Please check the seal before you open it.
We do not offer returns simply because you did not like the taste, or because you did not experience a particular result. We make no claims about results, so we cannot refund against one.
How refunds are paid
Since payment is taken in cash by the courier, approved refunds are returned by bank transfer or mobile cash transfer to an account you nominate. We normally process refunds within 7 working days of agreeing them.
Undelivered parcels
Couriers usually attempt delivery two or three times. If they cannot reach you, or the phone number you gave us does not connect, the parcel is returned to us and the order is cancelled. No charge is applied, but please give us a number that reaches you so this does not happen.
How to reach us
Call or WhatsApp 077 823 8899, or email info@helihela.shop. Have your order reference ready and we will sort it out quickly.