RETURNS & EXCHANGES
UK and NON-UK Customers may return items for a full refund, store credit or exchange. Customers must request a RMA (Return Merchandise Authorization) via email dhela.com giving the order number and the reason for returning the goods.
Customers may request the RMA to return an item within 7 current days of receipt. The products should be returned to the address below within 7 current days for customers in the UK and within 15 days for customers abroad from the date of receiving the RMA number. We aim to process all refunds within 7 days, however it may take up to 14 days of the receipt of the goods.
It is your responsibility to pay the shipping costs for Returns. We cannot take responsibility for items lost without a proof of delivery until it reaches us. You can use a service of your choice but for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
IMPORTANT: DHELA will not accept returns outside of the above time frame other than for faulty products within the supplier’s warranty, and will not accept returns without being previously contacted and an RMA issued, returns will not be accepted for items that have been worn or where the tags, authenticity cards and product information are not received or damaged. Preferable ship the products back to us using its original packaging to ensure they are adequately protected in transit. Returns that have missing labels, damaged labels or the item is damaged or soiled will not be accepted and may be sent back to you.
Address for Returns:
43 Rosary Gardens
Tel: +44 (0) 203 290 8220
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. In case of a faulty item please email us a picture and explain the situation prior to send the product to us as you will need an our RMA prior to return it.
DHELA team checks all items thoroughly prior to sending every order; we advise customers to also check the products on receipt prior removing any product labels. DHELA will only accept returned goods that are in the same condition as at time of release from our depot in its original undamaged and unmarked packaging. Hela Ltd will refund the original credit card used for the purchase within 5 working days of receiving the returned item(s), further to the normal quality checks and confirmation that all identification and original packaging are returned and not damaged. The refund includes the full value of the items returned, including UK sales taxes, but excluding shipping costs.
Your refund will be credited to the original purchaser’s credit card within 7 working days. If your order has been sent to a destination outside the EU, customs duties and sales taxes are non-refundable through DHELA. However, you may be able to recover these by contacting your local customs bureau directly.
INFORMATION ON THE WEBSITE
Whilst every effort is made to provide as much accurate as possible information to you, it shall not be construed as advice. All information is offered for information purposes only and is not intended for trading purposes. You and your company rely on the information contained on this website at your own risk. If you find an error or omission at this site, please let us know. Neither DHELA nor any third party or data or content provider make any representations or warranties, whether express, implied in law or residual, as to the sequence, accuracy, completeness or reliability of information, opinions, research information, data and/or content contained on the website (including but not limited to any information which may be provided by any third party or data or content providers) (“information”) and shall not be bound in any manner by any information contained on the website. DHELA reserves the right at any time to change or discontinue without notice, any aspect or feature of this website.
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