Refund policy

Refund policy

 

 A. ONE-TIME PURCHASE PRODUCTS 

Consumer Cancellation Rights

When you purchase with Hello Klean, you are covered by our 100-day return policy. You can cancel a Contract at any time before your order is delivered and up to 100 days from the day after your Products have been delivered to you. If you cancel, you will receive a full refund of the price paid for the Products in accordance with our refunds process outlined below.

To cancel a Contract, you must inform us clearly by emailing us at support@helloklean.com with the subject line RETURN. Please include details of your order to help us to identify it (such as your name, address and order references). You may also use the model form below:

To Hello Klean (Helloklean Ltd), 2nd Floor, College House,17 King Edwards Road, Ruislip, London, HA4 7AE, support@helloklean.com:

I hereby give notice that I cancel my contract of sale of the following goods,

Ordered on:

Name:

Address:

Date:

Return

You must return the Products to us following the returns process below within 14 days after the day of notifying us of the cancellation, in the same condition in which you receive them (which does not interfere with your right to take any reasonable steps to examine the Products and make sure they conform to your order). You have a legal obligation to take reasonable care of the Products while in your possession. If you fail to comply with this obligation, we may have a right to deduct the cost of any deterioration (due, for example, to your having used the Products), up to the price of the Products, from the refund to which you are otherwise entitled

You do not have the right to cancel your order for: (a) Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; or (b) Products which have been made to your specifications or are clearly personalised, unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered.

To return the Products, you should package the parcel securely (making sure you include a note of your name and address (enclosing any returns slip, if we have provided one) inside the parcel) and then return it to us using the pre-paid return label available on our Website via the 'Request Pre-Paid Return Label' page.

Please save your proof of posting/despatch and tracking information until your refund has been processed.

Nothing in this section affects your legal rights.

Refund

Once your return is received, or, if earlier, the day on which we receive evidence that you have returned the Products, we will send you an email to notify you that we have received your returned item and confirm whether the refund request has been approved or rejected. If your refund is approved, we will process your refund within 14 days of our receipt of the returned Products.

We will refund the price paid in full (subject to the paragraph below) including the cost of standard delivery. If you received any promotional or other discount when you paid, any refund will only reflect the amount you actually paid. Refunds are made using the same method originally used by you to pay for your purchase.

We may reduce the refund to reflect any diminished value of the Products resulting from your handling of them beyond what is necessary to establish their nature, characteristics, and functioning. This does not affect your right to examine the Products before deciding to keep them.

If you have not received your refund, first contact your debit or credit card company and/or bank as 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 support@helloklean.com.

 

B. SUBSCRIPTION PRODUCTS

Hello Klean refill products (the "Subscription Products") are available for purchase as part of the Hello Klean Smart Refill Plan (the "Subscription"). When you enrol in the Subscription, you will receive automatic deliveries of your selected Subscription Products every three (3) months (the "Subscription Delivery"). You may amend, pause and/or cancel your subscription at any time  through your Account on our website. To amend the frequency of your delivery and view your Subscription plan, log into your Account and click the 'Subscriptions' tab. To cancel your Subscription, log into your Account and click the 'Cancel' button next to your active Subscription.

We will email you a reminder three (3) days before the next scheduled shipment of your Subscription Products. You will be charged on the day your Subscription Products ship. Subscription payments are processed automatically using the credit or debit card saved as your subscription payment method (the "Subscription Payment Metod"). You can update your details, including your saved Subscription Payment Method, anytime through your Account. If your subscription payment fails, we will continue to attempt to collect the payment. If we still cannot process your payment after the third try, we will contact you via email to resolve the issue

Cancellation requests must be received at least one full business day before your next Subscription Delivery. Once your Subscription is cancelled, you will be shown your Subscription end date. Cancellation will take effect at the end of your current billing period. You will continue to have access to the Subscription until the end of the period you have paid for. If you cancel the Subscription, you will not be charged for future billing periods. 

Cancellation requests received by HELLO KLEAN through other channels may take up to five (5) business days to process. If you have any problems, please email us at support@helloklean.com.

If you do not have an Account on HELLO KLEAN, 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.

Cancelling your Subscription will prevent only future orders from processing but will not cancel any orders previously charged. 

C. ALLERGIES
Very occasionally people have allergic reactions to certain ingredients within products they have not used before.

If you have an allergic reaction to a Product, we recommend that you stop using the product and contact a doctor in the first instance.

Please contact Hello Klean within 48 hours of using your Product with the below information:

- The product you reacted to;
- Type of reaction you experienced;
- How long after applying the Product the allergic reaction occurred; and
- if you consulted a healthcare professional since having the reaction.

As a gesture of goodwill, we will refund the value of the product purchased from our own website. 

Hello Klean reserve the right to request a Doctors’ letter and/or photo of the reaction. Please read the manufacturers’ leaflet or the information on the product to see if they are likely to cause you any problems.

 

 

 

D. FAULTY PRODUCTS

If the Product you order is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights.

If you believe a Product was delivered damaged or faulty or has developed a fault, please contact us at support@helloklean.com with the subject line DAMAGED, along with your order number and a photo of the faulty product. Nothing in this section affects your legal rights.

 

E. PRE-ORDERS

When you purchase a Product on a pre-order basis, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect no payment or a partial deposit at checkout, store your payment method, then fulfil and charge the full or remaining payment at a future date.

You can cancel a partially paid pre-order order that has not yet been fulfilled. Once your pre-order has been dispatched, your cancellation and return rights provided for under the Terms of Service apply.