Refund Policy
At Hellomaterials, we stand behind the quality of our products. If you are not completely satisfied with your purchase, we offer a straightforward return process.
Return Eligibility
We accept returns within 30 days from the date of delivery. To be eligible for a return the following conditions must be met:
The return request must be submitted within 30 days of the delivery date. The product must be in its original condition, unused or only slightly used. The product must not show signs of misuse, abuse or intentional damage.
Items that do not meet these conditions will not be accepted for return.
How to Initiate a Return
Step 1: Contact our customer service team at support@hellomaterials.com within 30 days of delivery. Include your order number.
Step 2: Our team will review your request. If your return is approved, you will receive confirmation along with the return address for your region.
Step 3: Pack the product securely in its original packaging if possible. Ship the item to the return address provided under your own name so our warehouse team can identify your return. If someone else is shipping on your behalf, please include a note inside the package with your order number and full name.
Step 4: Once your package has been shipped, please reply to your support email with your return tracking number so we can monitor the return on our end.
Step 5: Once the product arrives at our warehouse and passes inspection, a full refund will be issued to your original payment method.
Return Shipping
Return shipping is the responsibility of the customer. We do not provide prepaid return labels. Customers are responsible for all return shipping costs. We recommend using a tracked shipping service, as we are not responsible for items lost or damaged during return transit.
Return Addresses
For customers in the United States:
Hellomaterials
444 Alaska Avenue
Suite #CHW251
Torrance, CA 90503
USA
For customers in Europe:
Hellomaterials
Rastenfeld 151
Suite #CHW251
Rastenfeld, 3532
Austria
Damaged or Defective Products
If your product arrived damaged or with a manufacturing defect, please contact us at support@hellomaterials.com. Include your order number and clear photos showing the damage or defect. Our team will review your case and get back to you with a resolution as quickly as possible.
Refund Processing
Once we receive and inspect the returned item, your refund will be processed within 3 business days. Refunds are credited to the original payment method used at the time of purchase. Please note that depending on your bank or credit card provider, it may take an additional 5 to 10 business days for the refund to appear on your statement.
Non-Returnable Situations
We are unable to accept returns in the following cases:
The return request is made more than 30 days after the delivery date.
The product shows signs of heavy use, misuse, or intentional damage.
The product was returned without prior authorization from our customer service team.
Cancellations
If you wish to cancel your order, please contact us as soon as possible at support@hellomaterials.com with your order number. Orders cancelled within 12 hours of placement can be processed directly and a full refund will be issued. Orders cancelled after 12 hours are subject to confirmation with our fulfilment team as the item may have already been dispatched. If the order has already been shipped it cannot be cancelled and must follow the standard return process.
Returned to Sender
In some cases, a package may be returned to our warehouse by the carrier. This can happen for several reasons including an incomplete or incorrect shipping address provided at checkout, a failed delivery attempt with no one available to receive the package, the package being refused at the destination or the package being undeliverable for any other carrier related reason.
Important: If your package is returned to us, we are unable to process a reshipment or issue a refund until the package has been physically received and confirmed back at our warehouse. This process can take additional time depending on the carrier and the distance the package needs to travel back to us.
Once we have confirmed receipt of the returned package at our warehouse, we will contact you immediately to arrange one of the following resolutions:
A full reshipment of your order to your correct and complete shipping address at no additional cost, or a full refund to your original payment method which will be processed within 3 to 5 business days.
To avoid a returned to sender situation please ensure that:
Your full and correct shipping address is entered at checkout including your street number, street name, apartment or suite number if applicable, city, state or province, postal code and country. If you are shipping to a PO Box, please make sure the full PO Box number is included. If you realize after placing your order that your address contains an error, please contact us immediately at support@hellomaterials.com with your order number and correct address. We will do our best to update it before the order is dispatched; however, we cannot guarantee changes can be made once the order has been processed.
Please note that Hellomaterials is not responsible for packages returned to sender due to an incorrect or incomplete address provided by the customer at checkout. In such cases the customer will need to confirm their correct address before a reshipment can be arranged.
Frequently Asked Questions
Do you charge a restocking fee?
No. We do not charge any restocking fees.
How long will it take to receive my refund?
Refunds are processed within 3-5 business days after we receive and inspect the returned item.
Do you provide return shipping labels?
No. Return shipping is the customer's responsibility. We recommend using a tracked shipping service.
Does this policy apply to international orders?
Yes. Our return and refund policy applies to all countries we ship to. US customers ship returns to our US address and European customers ship returns to our Austria address.
What if my product arrived damaged?
Contact us at support@hellomaterials.com with your order number and photos of the damage. If confirmed, we will issue a full refund without requiring a return in most cases.