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.
A photo of the product in its current condition must be submitted and approved by our team before any return is authorized.

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 and clear photos showing the current condition of the product.

Step 2: Our team will review your request and photos. 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 provided return address.

Step 4: Once the product arrives at our warehouse and passes inspection, a full refund will be issued to your original payment method within 3 business days.

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 within 30 days of delivery. Include your order number and clear photos showing the damage. Our team will review your case and, if the damage is confirmed, issue a full refund. In most cases involving confirmed damage, you will not be required to return the product.

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 customer has not submitted photos for review and approval before shipping the item back.
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. Orders cancelled within 12 hours of placement will receive a full refund. Orders cancelled after 12 hours are subject to confirmation with our fulfillment team, as the item may have already been shipped. If the order has already shipped, it cannot be cancelled and must follow the standard return process above.

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 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.

Contact Us

For any questions about returns or refunds, please contact our customer service team:

Email: support@hellomaterials.com