Refund policy

We offer a 15-day return policy for all beauty tool products. You have 15 calendar days from the date you receive your item to initiate a return request.

Return Eligibility

To qualify for a return, your beauty tool item must be unused, unwashed, and in original resalable condition, with all original tags, seals, and intact original packaging. You are also required to provide the order receipt or proof of purchase (order confirmation email is acceptable).

Opened, used, sanitized, or damaged beauty tools (caused by personal use) are not eligible for returns due to hygiene and product safety standards.

How to Initiate a Return

To start a return, please contact our customer support team at info@hemilife.shop. Our team will guide you through the return process and provide you with the official return shipping address: 5 Trafalgar Street, Onehunga, Auckland 1061, New Zealand.

Once your return request is approved, we will send you a return shipping label and detailed instructions for shipping your package. Items returned without prior official return request will be rejected and not processed.

For any questions regarding return eligibility, procedures, or progress, feel free to contact us anytime at info@hemilife.shop.

Damages and issues

Please thoroughly inspect your beauty tool order immediately upon delivery. If you receive defective, damaged, faulty items or incorrect products, please contact us right away with photos/videos of the issue. We will promptly evaluate the problem and make it right.

Exceptions / non-returnable items

To ensure product hygiene and safety, opened, used, worn, or sanitized beauty tools, clearance, sale, or discounted final-sale items, personalized or custom engraved beauty tools, as well as gift cards are non-returnable and non-refundable. We also do not accept returns for hazardous materials, flammable liquids, or gases. If you are unsure whether your item is eligible for return, please reach out to our support team for confirmation before submitting a return.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be unused, unopened, in original packaging with intact tags, and accompanied by valid proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@hemilife.shop.