Return Policy

At helsthshop, we are committed to providing our customers with high-quality artificial greenery and faux flowers that meet your expectations and bring lasting beauty to your space. We understand that sometimes, a product may not be exactly what you imagined, or you may need to make a return for other reasons—and we want to make the return process as simple, transparent, and hassle-free as possible. This Return Policy outlines all the details you need to know about returning products to helsthshop, including eligibility requirements, return procedures, refund timelines, and exceptions. By shopping with us, you agree to the terms and conditions outlined in this policy.
Our goal is to ensure your complete satisfaction with every purchase. If you are not happy with your artificial greenery, faux flowers, or any other product from helsthshop, we’re here to help you with a return, exchange, or refund—provided the product meets our return eligibility criteria. We ask that you review this policy carefully before initiating a return, so you know exactly what to expect and can avoid any unnecessary delays or issues.

1. Return Eligibility

To be eligible for a return, refund, or exchange, your product must meet the following criteria:
  • Time Frame: Returns must be initiated within 30 days of the delivery date. Any returns initiated after the 30-day window will not be accepted, and no refund or exchange will be issued.
  • Product Condition: The artificial greenery, faux flowers, or other products must be in their original, unused, and undamaged condition. This means no signs of wear, no damage to the product or packaging, and all original tags, labels, and accessories must be intact. We cannot accept returns for products that have been used, altered, damaged, or contaminated (e.g., stained, bent, or modified in any way).
  • Original Packaging: Products must be returned in their original packaging to ensure they are protected during transit. If the original packaging is lost or damaged, we may still accept the return, but a restocking fee may apply (see Section 5 for details).
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order number, email confirmation, or receipt. This helps us verify your purchase and process your return more efficiently.
Exceptions: Custom-made artificial flower arrangements, bulk orders (orders of 10 or more items), and clearance/sale items are final sale and cannot be returned, refunded, or exchanged—unless the product is damaged or defective upon delivery.

2. How to Initiate a Return

Initiating a return with helsthshop is simple and straightforward. Follow these steps to start your return process:
  1. Contact Our Support Team: Before sending your product back, please contact our customer support team at service@helsthshop.com to initiate your return. Include your order number, the name of the product(s) you wish to return, and a brief reason for the return (this helps us improve our products and services).
  2. Receive Return Authorization: Our team will review your request and, if your return is eligible, send you a Return Authorization (RA) number via email. This number is required for all returns—please write it clearly on the outside of your return package. Packages without a valid RA number may be refused or delayed.
  3. Package Your Return: Carefully pack the eligible product(s) in their original packaging (or a secure alternative if the original packaging is unavailable). Include all original tags, labels, and accessories. We recommend using a trackable shipping method to send your return, as we are not responsible for lost or damaged packages during transit.
  4. Send Your Return: Ship your packaged return to the address provided below (see Section 8), along with your RA number. Please keep a copy of your shipping tracking number for your records.
Please note: Customers are responsible for covering the shipping costs of returning products to helsthshop, unless the return is due to a damaged, defective, or incorrect product (see Section 4 for details). Shipping costs for returns are non-refundable, even if you received free shipping on your original order.

3. Return Processing & Refund Timelines

Once we receive your return package, our team will inspect the product(s) to ensure they meet our return eligibility criteria. This inspection process typically takes 1–3 business days from the date we receive your package.
If your return is approved: We will process your refund within 1 business day of approving your return. Refunds will be issued to the original payment method used for your purchase (e.g., credit card, PayPal). Please note that it may take an additional 3–5 business days for the refund to reflect in your account, depending on your bank or payment processor’s processing times. We will send you an email confirmation once your refund has been processed.
If your return is rejected: We will notify you via email of the reason for rejection (e.g., product is damaged, not in original condition, or outside the 30-day window). We will then ship the product back to you at your expense, unless you request to have it discarded.

4. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or incorrect (e.g., wrong product, wrong color, or missing items), please contact us at service@helsthshop.com within 7 days of delivery. We will require photos or videos of the damaged, defective, or incorrect product to verify the issue.
Once verified, we will offer one of the following solutions, at your choice:
  • A full refund (including original shipping costs) with no need to return the damaged/defective product (in some cases).
  • A free replacement of the product, with helsthshop covering all shipping costs for the replacement and the return of the damaged/defective product.
  • An exchange for a different product of equal or lesser value, with helsthshop covering all shipping costs.
We take great care in packaging our artificial greenery and faux flowers to ensure they arrive in perfect condition, but if damage occurs during transit, we are here to resolve the issue quickly and fairly.

5. Exchanges

If you would like to exchange an eligible product for a different product (e.g., a different artificial plant, faux flower arrangement, or size), please follow the same return process outlined in Section 2. When contacting our support team, specify that you would like an exchange and include the details of the product you wish to exchange for.
Once your original product is received and inspected, we will process your exchange. If the new product is more expensive than the original, you will be responsible for paying the difference. If the new product is less expensive, we will issue a refund for the difference within 1 business day of processing the exchange.
helsthshop will cover the shipping costs for the new product only if the exchange is due to a damaged, defective, or incorrect product. For all other exchanges, customers are responsible for the shipping costs of both the return and the new product.

6. Restocking Fees

In most cases, we do not charge a restocking fee for eligible returns. However, a restocking fee of 15% of the product’s purchase price may apply in the following cases:
  • Products returned without their original packaging.
  • Products returned with missing tags, labels, or accessories (that were included with the original purchase).
  • Products that are not in their original, unused condition (e.g., minor signs of wear or handling).
The restocking fee will be deducted from your refund amount. We will notify you via email if a restocking fee applies to your return.

7. Final Sale Items

As mentioned in Section 1, custom-made artificial flower arrangements, bulk orders (10 or more items), and clearance/sale items are final sale. This means they cannot be returned, refunded, or exchanged, even if they are damaged or defective—unless the damage or defect is due to our error (e.g., incorrect product sent).
Please carefully review the product description and details before purchasing final sale items, as all sales are final.

8. Return Address & Refund Timing

Return Address: Flat C, 5/F, Mai Shun Industrial Building, 18-24 Kwai Cheong Road, Kwai Chung, New Territories, Hong Kong
Refund Timing: 1 business day (calculated from the date we approve your return request)

9. Contact Us for Return Assistance

If you have any questions, concerns, or need assistance with initiating a return, exchanging a product, or tracking your refund, please contact our customer support team at service@helsthshop.com. Our team is here to help and will respond to your inquiry as quickly as possible, typically within 24–48 business hours.
At helsthshop, we value your trust and satisfaction. We strive to make every purchase a positive experience, and we’re committed to handling returns and refunds fairly and efficiently. Thank you for choosing helsthshop for your artificial greenery and faux flower needs—we appreciate your business and are here to support you every step of the way.