Refund and Return Policy

At HELVOR LLC, we stand behind every product we sell. We believe that buying athletic apparel online should be a risk-free experience. You should be able to try on your new golf polo, running tights, tennis dress, training shorts, or yoga leggings in the comfort of your own home without worrying about being stuck with items that do not fit or meet your expectations. That is why we have designed our Refund and Return Policy to be fair, straightforward, and customer-focused.

We know that body shapes vary, that different sports require different fits, and that sometimes a product simply does not work for you even if it is technically flawless. Rather than making you jump through hoops, we have created a return process that is easy to initiate, fast to process, and transparent at every step. This document explains your rights, our obligations, and exactly how to return an item for a refund or exchange.

Please read this policy carefully before making a purchase. By shopping at helvor.space, you agree to the terms outlined below. If you have any questions that are not answered here, our customer service team is always available at hello@helvorshop.com or by phone at +84857491111.

1. Our Core Promise: The HELVOR Satisfaction Guarantee

Before we dive into the specific rules and timeframes, we want to state our core philosophy clearly. HELVOR LLC offers a 30-Day Satisfaction Guarantee on all eligible products. This means that from the date you receive your order, you have thirty (30) calendar days to decide if you love your purchase. If for any reason you are not completely satisfied—whether the fit is off, the fabric feels different than expected, the color is not what you hoped, or you simply changed your mind—you may return the item for a full refund of the purchase price (excluding any original shipping charges).

We do not require you to provide a lengthy explanation or prove a defect. While we always appreciate feedback that helps us improve our products, a simple statement that you are not satisfied is sufficient. This guarantee applies to all products in our Golf, Running, Tennis & Pickleball, Training, and Yoga & Pilates collections, with only a few exceptions noted below.

2. Eligibility Criteria for Returns

To ensure that we can process your return efficiently and hygienically, items must meet the following conditions.

2.1 Time Window

• Returns must be postmarked within 30 calendar days of the delivery date shown on your tracking information.

• If your 30th day falls on a weekend or public holiday, you have until the next business day to postmark your return.

• Returns postmarked after 30 days will not be accepted. The package will be returned to you at your expense, or you may be offered a partial store credit at our sole discretion.

2.2 Condition of Items

To qualify for a full refund, returned items must be:

• Unwashed: Please do not launder an item before returning it. Washing removes factory finishes, can introduce odors, and makes it impossible for us to verify that the item has not been worn extensively.

• Unworn: Try on your items carefully. You may wear them for a brief fitting indoors, but please do not wear them for a full workout, round of golf, run, tennis match, or yoga session. We cannot accept returns that show signs of sweat, deodorant marks, makeup stains, or any other soiling.

• Unused: The item must not have been used for its intended athletic purpose. We can tell the difference between a try-on and an hour of high-intensity training.

• With all original tags attached: All HELVOR garment tags must be intact and attached to the item. Do not remove the hang tags until you are certain you are keeping the product.

• In original packaging (where applicable): If the item came in a sealed bag or special box (e.g., some accessory items), please return it in that same packaging.

• Free of pet hair, smoke, or other odors: Our returns facility processes items for resale when possible. We cannot accept items that smell of cigarette smoke, perfume, laundry detergent, or pet dander.

2.3 Non-Returnable Items

For hygiene and safety reasons, the following categories of products are final sale and cannot be returned or exchanged unless they arrive defective or damaged:

• Underwear and base layer bottoms: Any product designed to be worn without additional underwear against the intimate area (e.g., thong-style leggings, certain seamless shorts) is non-returnable for hygiene reasons.

• Swimwear (if offered seasonally): If HELVOR offers swimwear or bikini bottoms, they are final sale unless the protective hygiene liner is still intact and attached.

• Face masks or headbands with antimicrobial treatments: For health safety.

• Gift cards: Gift cards are non-refundable and cannot be exchanged for cash except where required by law.

• Final sale items: Any product clearly marked as “Final Sale,” “Clearance,” “Closeout,” or “AS-IS” at the time of purchase cannot be returned.

• Customized or personalized items: If we have added initials, logos, or other customizations to a garment at your request, that item is non-returnable unless it arrived with a manufacturing defect.

2.4 Products Purchased on Sale or with Discount Codes

• Seasonal or promotional sales (e.g., 20% off sitewide): These items are returnable under the same 30-day policy as full-price items. You will be refunded the price you actually paid after the discount was applied, not the original full price.

• Deep discount (over 40% off) or clearance items: If an item is marked down by 40% or more from its original retail price, it is considered a clearance item and is final sale. Such items will be explicitly marked on their product page and in your shopping cart.

• Buy One Get One (BOGO) offers: If you return one item from a BOGO promotion, the refund will be adjusted to reflect the forfeiture of the discount. For example, if you bought one legging at $60andreceivedasecondleggingforfree,returningoneleggingforarefundwillresultinarefundof$30 (half the total value paid) or as calculated by our system.

3. How to Initiate a Return or Exchange

We have streamlined the return process to be as simple as possible. Please follow these steps exactly to avoid delays.

Step 1: Contact Our Returns Team

Do not send your return back without first contacting us. Unauthorized returns sent to the wrong address or without proper documentation may be lost or rejected.

Send an email to hello@helvorshop.com with the subject line: RETURN REQUEST – ORDER # [Your Order Number]

In the body of the email, please include:

• Your full name and shipping address

• The order number (found in your order confirmation email or your account on helvor.space)

• The name, size, and quantity of each item you wish to return

• The reason for return (fit too small, fit too large, didn’t like color, quality issue, changed mind, etc.) – this helps us improve

• Whether you want a refund to your original payment method or an exchange for a different size/color

Step 2: Receive Return Authorization and Instructions

Within 24 business hours, our returns team will reply with:

• A Return Merchandise Authorization (RMA) number. This number must be written clearly on the outside of your return package.

• Our correct return shipping address (note that this may be different from our corporate address in Sheridan, WY for logistics efficiency).

• Any special instructions (e.g., for international returns, for defective items requiring photo documentation).

Important: Do not write anything on the original product packaging or tags. Write the RMA number on a separate piece of paper or directly on the outer shipping box.

Step 3: Pack Your Return Securely

• Use the original shipping box or poly mailer if possible. If not, use any sturdy box or padded envelope.

• Place the items inside, ensuring they are clean and dry.

• Include a printed or handwritten copy of your original order confirmation or the email correspondence showing your RMA number. This helps us match the return to your account.

• Seal the package securely with packing tape.

Step 4: Ship the Return

You are responsible for the cost of return shipping unless the return is due to our error (e.g., we sent the wrong item or the item is defective). We recommend using a shipping method that provides tracking and insurance, as HELVOR is not responsible for returns lost or damaged in transit back to our facility.

Ship your return to the address provided in your RMA email. Do not send returns to the Sheridan, WY address unless specifically instructed to do so.

Step 5: Confirmation and Processing

Once our facility receives your return package, please allow 5 to 7 business days for inspection and processing. You will receive an email confirmation when your refund has been initiated. If we have any questions about the condition of your return, we will contact you directly at the email address you used to make the purchase.

4. Refund Methods, Timing, and Amounts

We process all refunds through Stripe back to the original payment method. Here is what you can expect.

4.1 Full Refunds

If your returned item meets all eligibility criteria (within 30 days, unworn, unwashed, tags attached), you will receive a full refund of the purchase price you paid for that item. This does not include:

• The original outbound shipping fee (unless the return is due to our error)

• Any expedited shipping upgrades you selected at checkout

• Any taxes or duties paid for international orders (these are handled by customs authorities; please contact your local customs office for refunds)

4.2 Partial Refunds

We may issue a partial refund in the following scenarios:

• Item returned with minor damage (e.g., missing tag, light stain that can be cleaned): We will deduct a restocking fee of up to 30% of the item’s price to cover refurbishment.

• Item returned after 30 days but within 45 days: You may receive a 50% refund or a store credit for the full value, at our discretion.

• Item missing original packaging or tags: A $5to$10 fee may apply per item.

• Returns from international orders where we incurred customs fees: Those fees may be deducted from your refund.

4.3 Refund Timing

• Initiation: Within 5-7 business days of receiving your return at our facility.

• Stripe processing: Once we initiate the refund, Stripe credits your card issuer immediately.

• Bank posting: Your bank may take an additional 2 to 10 business days to post the credit to your statement. HELVOR has no control over your bank’s internal processes. If you do not see the refund after 10 business days from our initiation email, please contact your bank first, then reach out to us.

4.4 Original Payment Method Only

Refunds are issued only to the same credit card, debit card, or digital wallet (Apple Pay/Google Pay) that was used for the original purchase. We cannot issue refunds to a different card, via PayPal, cash, or check.

5. Exchanges (Different Size or Color)

We understand that sometimes you love the product but simply need a different size or prefer another color. Exchanges are handled differently than returns for refund.

5.1 Standard Exchange Process

If you want to exchange an item for a different size or color of the same product (same SKU family), follow the return initiation steps above. In your email, clearly state “EXCHANGE REQUEST” and specify the new size or color you want.

• Availability: The exchange is subject to stock availability. If your desired size or color is out of stock, we will offer you a refund or suggest a similar alternative.

• Shipping for exchange: HELVOR will cover the cost of shipping the replacement item to you (economy ground shipping within the US). International customers are responsible for return shipping of the original item and for shipping of the exchange item.

• Processing time: Exchanges are processed within 5-7 business days of receiving your returned item, plus standard shipping time for the new item.

5.2 Faster Exchange Option: Return and Repurchase

For faster service, many customers prefer to initiate a return for refund and simultaneously place a new order for the correct size/color. This way, you receive the new item right away without waiting for the return to be processed. When we receive your return, we will process the refund as usual. This method is strongly recommended for popular styles that may sell out.

6. Defective or Damaged Items

We take quality control extremely seriously. However, on rare occasions, a product may have a manufacturing defect or may be damaged during shipping. If you believe you have received a defective or damaged item, please follow a different, accelerated process.

6.1 Reporting Defects

Contact us within 7 days of delivery at hello@helvorshop.com with the subject line “DEFECTIVE ITEM – ORDER # [Order Number]” .

Include the following in your email:

• Clear photos or a short video showing the defect (e.g., loose seam, hole, broken zipper, misaligned print, color bleeding)

• The batch number or lot number found on the inner tag (if available)

• A brief description of when and how you discovered the issue

6.2 Resolution for Defects

We will review your documentation promptly. If we determine that the item has a manufacturing defect (not damage caused by normal wear and tear, improper care, or accidental tearing), we will offer one of the following:

• Full refund to your original payment method, with no need to return the defective item (we may ask you to dispose of it or donate it).

• Replacement item shipped to you at no cost, including expedited shipping if available.

• Store credit equal to 120% of the item’s purchase price, as a goodwill gesture.

Damage caused by shipping (e.g., box crushed, item torn by carrier) should be reported to the carrier. However, if the package arrived damaged and the carrier denies your claim, contact us and we will work with you to find a fair solution.

7. International Returns

HELVOR LLC ships to customers around the world, and we want international customers to shop with confidence. However, international returns involve additional complexity.

7.1 Return Window for International Customers

The same 30-day window applies, measured from the delivery date. Because international shipping can take longer, please inspect your items immediately upon arrival.

7.2 Return Shipping Costs for International Orders

• Change of mind returns: You are responsible for all return shipping costs, including any customs fees, taxes, or duties incurred when the package re-enters the United States or your country.

• Defective or wrong item returns: HELVOR will reimburse you for reasonable return shipping costs up to $25 USD. Please provide a receipt or proof of postage.

7.3 Customs and Duties on Refunds

When you return an item internationally, any import duties or taxes you paid to your country’s customs authority are generally not refundable by HELVOR. You must contact your local customs office directly to request a refund of duties. We will provide any necessary documentation (e.g., proof of export) upon request.

7.4 Address for International Returns

Your RMA email will provide the correct return address. Do not use the Sheridan, WY address for international returns unless specified, as that may cause significant delays.

8. Wrong Items Received

If we made a mistake and sent you an item different from what you ordered (e.g., wrong size, wrong color, completely different product), please accept our sincere apologies. We will make it right at no cost to you.

8.1 Process for Wrong Items

Email hello@helvorshop.com within 7 days of delivery with “WRONG ITEM – ORDER # [Order Number]” in the subject line. Include:

• A photo of the item you received next to your order confirmation showing what you ordered

• Your preference: refund or replacement

8.2 Resolution

• We will send you a prepaid return shipping label to send the wrong item back to us.

• Once we receive the wrong item, we will ship the correct item to you at no charge (expedited shipping if available).

• Alternatively, you may keep the wrong item and we will refund you 50% of its price, and also ship the correct item at no charge.

9. Late or Missing Refunds

If you have followed our return process and have not received your refund after the timeframes described above, please take the following steps.

9.1 Check with Your Bank

Most refund delays are caused by the customer’s bank, not by HELVOR or Stripe. Log into your credit card account online or call your bank to ask if a pending credit has been posted.

9.2 Contact HELVOR Support

If your bank confirms no refund has been initiated, please email us at hello@helvorshop.com with your original RMA number and the tracking number of your return shipment. We will investigate with Stripe and our returns facility. We will provide you with a transaction ID from Stripe that your bank can use to trace the refund.

9.3 Time Limit for Claims

Any claim for a missing refund must be made within 90 days of your return shipment date. After 90 days, Stripe’s transaction records may no longer be accessible, and we may be unable to assist.

10. Cancellations and Modifications Before Shipment

We process orders very quickly to get your gear to you as soon as possible. However, we do offer a limited window for order cancellation or modification.

10.1 Cancellation Window

You may cancel your order for a full refund (no fees) if you contact us within 2 hours of placing the order. After 2 hours, the order may have already been sent to our warehouse for picking and packing.

10.2 How to Request Cancellation

Call us immediately at +84857491111 or email hello@helvorshop.com with “CANCEL ORDER # [Order Number]” in the subject line. If you receive a reply that your order has already shipped, you will need to follow the standard return process after receiving the items.

10.3 Modifications (Address, Size, Color)

You may request a modification to your order (e.g., shipping address change, size swap) within 2 hours of placement. After that, we cannot guarantee changes. If the order has shipped, you will need to return the original item for a refund and place a new order.

11. Restocking Fees

HELVOR LLC does not charge restocking fees for standard, non-defective returns that are received within 30 days in original condition. The only exceptions are:

• Returns without original tags: $5 fee per item.

• Returns with obvious try-on wear (light sweat, deodorant): 15% restocking fee to cover professional cleaning.

• Returns postmarked between 31 and 45 days (if accepted at our discretion): 50% restocking fee.

We believe restocking fees should be rare. Most customers will pay nothing beyond return shipping.

12. Contact Information for Returns-Related Inquiries

For all return, refund, and exchange questions:

• Email: hello@helvorshop.com (fastest response for detailed issues)

• Phone: +84857491111 (best for urgent cancellations or time-sensitive problems)

• Mail (for written correspondence only, not returns): HELVOR LLC, 30 N Gould St Ste R Sheridan, WY 82801

When contacting us, please have your order number and RMA number (if assigned) ready. This allows us to serve you twice as fast.

13. Policy Updates and Governing Law

HELVOR LLC reserves the right to update or modify this Refund and Return Policy at any time without prior notice. The version posted on helvor.space on the date of your purchase governs your transaction. We do not apply policy changes retroactively to existing orders unless required by law.

This policy is governed by the laws of the State of Wyoming, USA. Any disputes arising from returns or refunds shall be resolved under Wyoming jurisdiction.

14. Final Words: We Want You to Be Happy

We wrote this policy not to create obstacles but to provide clarity. The vast majority of returns are processed smoothly and result in happy customers who continue to shop with HELVOR. If you ever feel that our policy has treated you unfairly, please give us the opportunity to make it right. Our brand depends on trust, and trust is earned one interaction at a time.

Thank you for choosing HELVOR. Now go ahead and try on that new golf skort, those compression running tights, or that buttery-soft yoga jumpsuit. If it is not perfect, we will take it back. No hard feelings. Just great gear and even better service.

Start shopping risk-free at helvor.space.