How do I initiate a return?
Follow the instructions in the links above and generate a free digital return label. It's paid by us.
Stick the label on the box (some carriers may accept digital QR codes) and send us the product. You will be refunded within 5 business days after our warehouse receives the item(s).
What if I'm residing outside the EU or UK?
Not an issue, please send us an email at email@example.com with you name and order number.
Someone from our team will manually create a return label for you.
Our 30 day return policy
When you purchase with Hello Klean, you are covered by our 30-day return policy. Returns will be refunded to the original form of payment.
Please keep in mind that our 30-day return policy does not include misuse or mishandled products.
Filter subscription: how do I cancel?
You may cancel your subscription at any time from the Account page on our website.
To cancel a Subscription, click on the “Manage Subscriptions” link, then follow instructions towards cancellation.
If you do not have an account on Hello Klean yet, create one with the same email address you used to place your original order, and you will see a "Manage Subscriptions" button on your account page.
Canceling your Subscription will prevent only future orders from processing but will not cancel any orders previously charged.
Filter subscription: charge date reminders
We send out a payment reminder 3 days before your charge dates for our refill capsules, so it won't catch you by surprise.
If you'd like to cancel, please do so promptly to avoid being charged, please email us at firstname.lastname@example.org if you have any further queries.
Allergic reactions: you're covered
Very occasionally we have allergic reactions to certain ingredients within products which we haven’t used before. This can vary from person to person.
If you do have an allergic reaction to a product purchased on our site, we recommend you stop using the product and visit your doctor in the first instance.
As a gesture of goodwill, we will refund the value of the product purchased from our own website.
Please contact our team with the below information:
- The product you had the reaction to
- Type of reaction you experienced
- How long after applying the product did the allergic reaction occur
- Did you consult a healthcare professional since having the reaction
All descriptions, ingredients, instruction of use regarding products on our site have been provided. If you have any concerns regarding the safety of certain ingredients, please contact your doctor or the brand directly for further information.
What about defects or products damaged during transport?
Oh no. In the unlikely case of a product that is damaged during transport, please email us at email@example.com with the subject DAMAGED along with your order number and a photo of the defective product and we will send you a replacement ASAP.
What is NOT covered
We will not provide a refund for a request more than 30 days after the date of the original shipment.
We also do not offer a refund for returned products that are damaged due to misuse, lack of care, mishandling, accident, abuse, or other abnormal use.
This includes but is not limited to:
1. Normal wear and tear.
2. Any improper use and/or improper installation.
3. Minor imperfections such as slight cosmetic flaws.
4. Wear and tear that occurs over time and/or are caused by the customer.
5. Damage caused by animals or children.
Can I return my Hello Klean products purchased from a retailer?
No, unfortunately our hands are tied with this one.
We can only cover returns from our own website. If you purchased our products from another party (ie. Cult Beauty), please contact their support team.
Payment & Refunds
When will I receive my refund?
Once your return is received, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval of your refund and a credit will automatically be applied to your original method of payment, within a few days. This can vary between banks.
What if my refund is late?
If you haven’t received a refund yet, first recheck your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
What if there's a shipping delay on my return item?
Not to worry. We are aware that shipping takes time, and delays do happen so the transportation time accounted into the 30 day return policy.
We only ask that you initiate your return within our 30 day period.