Politique de remboursement
Halovida Return & Refund Policy
At Halovida, we want you to feel confident when shopping with us. Please review the following return and refund terms before submitting a request.
Contact Us Before Returning an Item
Before sending any item back, please contact our Customer Service team at support@halovida.com with your order number and the reason for your return.
Our team will review your request and provide the appropriate return instructions. Please do not send a return without contacting us first, as the correct return method may vary depending on the product and reason for return.
30-Day Return Policy
For most customers, eligible return requests must be made within 30 days of delivery.
To qualify for a standard return, beauty and personal care products must be:
- Unopened;
- Unused;
- In their original packaging; and
- With the original seal intact, where applicable.
Due to hygiene and product safety considerations, opened, used, or unsealed beauty and personal care products are generally not eligible for returns for change-of-mind reasons.
This does not affect your rights if an item arrives damaged, defective, incorrect, or if otherwise required by applicable law.
EU Customers – 14-Day Right of Withdrawal
If your order is subject to European Union consumer protection laws, you have the statutory right to withdraw from an eligible online purchase within 14 days of receiving your order, without giving a reason.
For beauty and personal care products, sealed products that have been opened after delivery may not be eligible for withdrawal where the product is not suitable for return due to health protection or hygiene reasons.
Please contact support@halovida.com within the applicable 14-day period if you wish to exercise your right of withdrawal.
Nothing in this policy limits any mandatory consumer rights available to you under applicable EU or local law.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, leaking, malfunctioning, or different from what you ordered, please contact us as soon as possible at support@halovida.com and provide:
- Your order number;
- A description of the issue; and
- Clear photos or videos showing the product and the issue, where applicable.
Once the issue has been verified, we will provide an appropriate solution, which may include a replacement, refund, or other resolution.
Return Shipping for Quality Issues
If the issue is caused by a product defect, shipping damage, fulfillment error, or another issue attributable to Halovida, Halovida will cover the required return shipping costs.
If a return is required, we will provide a prepaid return shipping label where available, or provide alternative return instructions at no additional return shipping cost to you.
Please do not return a damaged or defective item before receiving instructions from our Customer Service team.
Non-Quality Returns
Returns for reasons unrelated to product quality, including but not limited to:
- Changing your mind;
- Ordering the wrong item;
- No longer wanting the product; or
- Personal preference.
These returns may be accepted within the applicable return period only if the product meets our return eligibility requirements and remains unopened, unused, and sealed.
For approved non-quality returns:
- The customer is responsible for return shipping costs;
- Halovida does not provide a prepaid return label; and
- Any original shipping charges are generally non-refundable, except where required by applicable law.
We recommend using a trackable shipping method, as Halovida cannot be responsible for return packages lost in transit.
Allergic Reactions or Other Adverse Reactions
We recommend carefully reviewing the full ingredient list and product information before use, particularly if you have known allergies or sensitivities.
If you experience an allergic reaction, irritation, or any other unexpected reaction after using the product, please discontinue use immediately. If symptoms persist or are severe, we recommend seeking advice from a qualified healthcare professional.
Please also contact us at support@halovida.com. Our Customer Service team will carefully review your concerns and assist you with the next steps.
To help us better understand the product and the circumstances, we may ask for your order number, photos of the product, batch or lot information, and details regarding your experience. Where reasonably necessary, we may also request relevant supporting information or documentation from a qualified healthcare professional.
Halovida will review each case individually based on the product circumstances, the information provided, and applicable consumer protection requirements, and will provide an appropriate resolution.
Exchanges
If you would like a different product, variant, or item, we recommend returning the eligible original item and placing a new order for the product you would like instead.
Please contact us at support@halovida.com before returning your original item so we can confirm whether it is eligible for return and provide the correct return instructions.
This is usually the fastest way to receive the item you want.
Refunds
Once your returned item has been received and inspected, we will notify you of the status of your refund.
For approved refunds, Halovida will arrange the refund within 10 business days after receiving and approving the returned item.
Refunds will be issued to your original payment method.
Please note that after Halovida issues the refund, your bank, credit card provider, PayPal, or other payment provider may require additional time to process and post the funds to your account. Processing times vary by financial institution.
For EU customers exercising statutory withdrawal or other mandatory consumer rights, refunds will be processed within the timeframe required by applicable law.
If more than 10 business days have passed since we approved your return and you have not received your refund, please contact us at support@halovida.com.
Final Sale and Gift Cards
Items explicitly marked as Final Sale are not eligible for return for change-of-mind reasons.
Receiving a promotional discount or using a discount code does not automatically make an item Final Sale, unless this is clearly stated at the time of purchase.
Gift cards are non-refundable except where required by applicable law.
Questions
If you have any questions about your return, refund, or eligibility, please contact:
support@halovida.comWe recommend contacting us before sending any item back so that our team can provide the correct instructions for your order.
