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Returns and Exchanges

Most unopened items in new condition returned within 30 days will receive a refund or exchange. 

Items that are opened or damaged or do not have a packing slip or copy of email receipt may be denied a refund or exchange.

All bundled items must be returned with all components for a refund.


RMA Guidelines

To qualify for return all products require a Return Authorization Number (RMA) prior to being returned, must be 100% complete, in the same condition as when sold, and in the original packaging as provided by the manufacturer. All packing materials, accessories and documentation must be included. Kits and other items assembled after purchase must be unassembled and returned in the manufacturer's original packaging. All returns will be inspected and products found to be non-conforming will be rejected or subject to a restocking fee at HelloEU's sole discretion. Items returned without an RMA number will be denied and returned back to the sender.

Non-qualified returns and Restocking charges

Non-qualified and non-conforming returns are not included in HelloEU's return policy and, if returned, will be rejected.

Manufacturer and Supplier Restrictions

Some manufacturers have implemented returns restrictions that prevent HelloEU from being able to accept returns or offer exchanges, replacements or credits on their products for any reason. Please check the item listing on our website to determine if special return policies are applicable to your products. Support as well as exchanges or replacements for products with manufacturer or supplier restrictions, including within the first 30 days of ownership, must be handled directly with the product manufacturer or supplier. You can find the manufacturer or suppliers contact information in your product manual, in the item listing, on the manufacturer's website or at our help center.

Rebates and UPC codes

Products offering mail-in-rebates are non-returnable to HelloEU once the rebates have been filed for. Be sure that the product is working and that you intend to keep the product before filing for rebates. Products missing UPC codes are NOT returnable and will be rejected.

Return Procedure

​All returned products will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met. Please verify the product you are returning meets the below guidelines and qualifies for return to avoid any delay in, or denial of, processing your return. If a non-conforming product is accepted for return, HelloEU reserves the right to charge a restocking fee up to 25% at HelloEU's sole discretion. Return processing may take up to 5 business days from the time your product is received.


Clothing, shoes and accessories: Merchandise must be returned unworn, with tickets attached and accompanied by the email receipt.


Books, movies and video games: Books must be returned unused and unmarked. CDs, DVDs, Blu-ray discs, audiotapes, videotapes and video games must be returned unopened. If the item is defective, it can be returned within 30 days with the email receipt and the original packaging. Defective items may be exchanged for the same title. 


Video Games Hardware must be returned within 30 days of receipt. 


Pre-Owned (Refurbished) Video Game Software: Defective items can be returned within 30 days with an email receipt and the original packaging. Defective items may be exchanged for a different title if the same title is not available.


​Computers & Computer Hardware must be returned within 30 days of receipt. 


Computer software must be returned unopened. 


Camcorders and digital cameras must be returned within 30 days of receipt. 


GPS units, digital music players, e-tablets, e-readers and portable video players must be returned within 30 days of receipt.


Consumables (toner cartridges, ink cartridges, blank media, projector bulbs, etc) are NOT returnable for any reason once their packaging or outer wrapping has been opened. Support and replacement for these products is available exclusively through the respective manufacturer or supplier. Please make sure you verify all specifications and compatibility before purchasing. 


Health and beauty: If the item is designated as ORM-D (Other Regulated Materials-Domestic), it must be returned in its original package. If returning by mail, it must have secure ORM-D packaging obtained from the post office. ORM-D items include perfumes, nail polish and aerosol cans.

Home and garden: Unopened items with an email receipt may be returned for refund or exchange within 30 days. Opened items with email receipt may be exchanged within 30 days for same item or credit towards a future purchase. Defective items may be exchanged within 30 days of purchase for the same item or for credit towards an item of equal or greater value or ask for full refund. 


Home improvement: Air Conditioners & Evaporative Coolers must be returned within 30 days and accompanied by the original invoice or email receipt.


Jewelry: All jewelry, including fine jewelry, may be returned with an email receipt. If you choose to exchange the item, you may only exchange for an item that is in stock at the time of return; the exact same piece may not be available. Returning fine jewelry (pieces that cost 250 € and above) by mail depends on the reason for the return. Item must be in brand new re-sellable condition and will be fully inspected before a refund can be issued.


Music: CDs and DVDs must be returned unopened.


Toys, sports and fitness: Autographed sports memorabilia must be returned with the included Certificate of Authenticity.

Exceptions

The following items cannot be returned if opened and may only be exchanged: music, movies, video game hardware and software, sports cards, collectible Barbie dolls, porcelain dolls, action figures and die cast cars.


The following items must be returned within 30 days: computer hardware (Netbooks, Laptops, eReaders, Tablets), cameras and camcorders, digital audio players, GPS systems, video game hardware, and personal DVD players.

​Return Shipping

For your protection, we recommend that you insure your return and use a traceable carrier that can provide you with delivery confirmation. HelloEU Aps shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by the customer, and are non-refundable. At our discretion, HelloEU Aps may reimburse shipping charges related to the return or exchange of defective products.

Refunds

Refunds will be issued in the same form as payment originally used for purchase except as specified below:


Credit Card Purchases: refund will be issued back to credit card.


PayPal Purchases: refund will be issued back to holders' PayPal account.


Discounts and Promotions: refunded value for each item returned will be reduced to reflect the value of any free gift or discount.


Tax: the appropriate tax amount by item will be included with your refund.

​Receipt Look-up

​In most instances, HelloEU Aps can verify purchases made on our website within the last 90 days on a credit or debit card, check or GiftCard.


NOTE: In the event that the product you are returning does NOT meet the requirements described in this document, we will photograph the merchandise and packaging, and prepare a detailed summary of our determination as to why the return was denied, the product(s) will be deemed not eligible for return and will be returned to you. If HelloEU Aps, at our sole discretion, decides to accept a non-qualified item for return, a restocking fee of up to 25% will be assessed.


To start your return visit the “Product Return” page and fill out the RMA request form.

You can also check out our F.A.Q. section of the website or contact us if you still can not find answer to your question.