Refund policy
RETURNS, EXCHANGE & REFUND POLICY
International Orders | watchlife.helloedc.com
At HEllO, we take pride in the quality, craftsmanship and attention to detail that goes into every product we make. Each product is inspected before being packed and dispatched.
This policy applies specifically to orders placed through watchlife.helloedc.com and delivered to international destinations.
Please read this policy carefully before placing your order.
1. RETURNS & EXCHANGES
International orders are not eligible for returns or exchanges.
All international sales are considered final once the order has been dispatched.
We do not accept returns or exchanges for reasons including, but not limited to:
- Change of mind
- Product appearance or style preference
- Colour preference
- Product type or specification preference
- Personal fit or preference
- Incorrect selection of size or lug width
- Subjective assessment of leather quality
- Natural variations in leather grain, texture, colour or markings
- Patina or ageing of leather
- Any other reason where the product is not defective
We strongly recommend reviewing the product photographs, specifications, dimensions, lug width and other product details carefully before placing your order.
If you are unsure about product compatibility, sizing or specifications, please contact us at ecom@helloedc.com before placing your order.
2. WHAT IF I RECEIVE A FAULTY OR DEFECTIVE PRODUCT?
If you believe that the product you have received has a genuine manufacturing fault or product defect, please contact us at:
Please provide the following information:
- Order number
- Clear description of the issue
- Clear photographs showing the reported issue
- Photographs of the product from 2-3 different angles
- Any other information that may help our team assess the issue
Please retain the product and its original packaging until your claim has been reviewed.
Our Quality Control (QC) team will assess the reported issue and determine whether the product has a genuine manufacturing or product defect.
If the defect is approved by our QC team
A full refund of the product amount will be provided.
The refund will be processed to the original method of payment, subject to the processing timelines of the payment gateway, bank, card issuer or other financial institution.
If the defect is not approved
If our QC team determines that the reported issue does not constitute a manufacturing or product defect, the refund request will not be approved.
3. WHAT IS NOT CONSIDERED A PRODUCT DEFECT?
A product will not be considered defective where the issue results from:
- Normal wear and tear
- Improper use or handling
- Accidental damage
- Misuse or abuse
- Alteration or modification of the product
- Improper installation or use
- Soiling
- Exposure to unsuitable conditions or substances
- Damage caused after delivery
- Any other damage not attributable to a manufacturing defect
For leather products, natural variations in grain, texture, colour, markings and surface characteristics are inherent to genuine leather.
Leather may also develop a natural patina and change in appearance with use and ageing.
These characteristics are not considered manufacturing defects and are therefore not eligible for a refund.
4. HOW DO I REPORT A FAULTY OR DEFECTIVE PRODUCT?
Please email ecom@helloedc.com with your order number, a description of the issue and clear photographs of the product from 2-3 different angles.
Our team will review the information and, where required, forward the claim to our QC team for assessment.
Additional photographs or information may be requested if required to assess the issue.
Please do not send the product back to us unless our team specifically instructs you to do so.
As international orders are not eligible for standard returns or exchanges, unsolicited returns sent to our warehouse may not be accepted or processed.
5. CAN I EXCHANGE MY INTERNATIONAL ORDER?
No.
International orders cannot be exchanged for:
- A different product
- A different colour
- A different size
- A different variant
- A different strap
- A different lug width
- Any other product or specification
Please carefully check the product specifications, including lug width and dimensions where applicable, before placing your order.
If you are unsure about compatibility or specifications, please contact ecom@helloedc.com before placing your order.
6. CAN I RETURN A PRODUCT IF I DON'T LIKE THE STYLE, COLOUR OR QUALITY?
No.
We do not accept international returns based on personal preference or subjective assessment of the product.
This includes dissatisfaction with:
- Style
- Colour
- Appearance
- Design
- Texture
- Leather grain
- Leather characteristics
- Product size or fit preference
- Personal preference after receiving the product
We make every reasonable effort to represent product colours accurately. However, colours may appear differently depending on the customer's screen, device and display settings.
Such variations will not be considered a product defect.
We therefore recommend carefully reviewing all product information, photographs and specifications before placing your order.
7. CAN I TRY THE STRAP ON MY WRIST?
We recommend checking the strap without wearing it before confirming that it is suitable for your watch and requirements.
Since international orders cannot be returned or exchanged due to fit, preference or change of mind, please ensure that you have selected the correct product and lug width before using the strap.
ORDERS DELIVERED TO THE EUROPEAN UNION AND THE UNITED KINGDOM
If you are a consumer and your order is delivered to an address in the European Union or the United Kingdom, you have a legal right to cancel your order within 14 days without giving any reason. This right applies in addition to the rest of this policy and takes precedence over it where the two differ.
The cancellation period ends 14 days after the day on which you, or a person you name, receives the goods.
How to cancel
Tell us clearly that you wish to cancel, before the 14 days have passed, by emailing ecom@helloedc.com with your order number. You may use the model cancellation form at the end of this policy, but you are not required to.
Please do not send the goods back before contacting us. We will confirm your cancellation and give you the return address.
Returning the goods
You must send the goods back to us within 14 days of telling us that you are cancelling.
You will bear the direct cost of returning the goods. We recommend a tracked service; the goods remain your responsibility until they reach us.
You may handle the goods as you would in a shop — enough to establish their nature, characteristics and functioning. You may fit a strap to your watch to check the size. If the goods are returned worn beyond that, we may reduce your refund to reflect the loss in value.
Your refund
We will refund the price you paid for the goods within 14 days of receiving them back, or within 14 days of you supplying proof that you have sent them, whichever is earlier. The refund will be made to the original method of payment.
We will also refund the standard delivery cost you paid, if any. Where you chose a more expensive delivery method than our standard one, we refund the standard cost only.
Customs duties and import taxes prepaid by HEllO under DDP are not refundable — please see section 11.
What this right does not cover
The right to cancel does not apply to goods that are made to your specifications or are clearly personalised, including bespoke and made-to-order straps and any product carrying personalisation such as engraving or embossing. Where an order includes such an item, the right to cancel applies to the rest of the order only.
Nothing in this policy affects your statutory rights, including your rights in respect of goods that are faulty, not as described, or not of satisfactory quality.
ORDER CANCELLATION
8. HOW MUCH TIME DO I HAVE TO CANCEL MY ORDER?
International orders may be cancelled within 12 hours of placing the order or before the order is dispatched, whichever is earlier.
Once the order has been dispatched, cancellation is no longer possible.
To request an order cancellation, please contact us at:
Please include your order number in the email.
Cancellation requests received after the order has been dispatched cannot be accepted.
9. HOW SOON WILL I GET MY REFUND AFTER ORDER CANCELLATION?
If your cancellation request is approved before dispatch, a full refund will be initiated to the original method of payment.
The time taken for the refund to reflect in your account depends on the payment gateway, bank, card issuer or other financial institution and may vary by country.
REFUND POLICY
10. WHEN IS A REFUND AVAILABLE?
For international orders, refunds are available only in the following circumstances:
A. Approved Order Cancellation
An order cancellation is eligible for a full refund when the cancellation request is received within the permitted cancellation period and before the order has been dispatched.
B. Genuine Product Defect
If a product is reported as faulty or defective and the defect is subsequently approved by our QC team, a full refund of the product amount will be provided.
Except for these circumstances, international orders are not eligible for refunds, returns or exchanges.
11. HOW SOON WILL I RECEIVE MY REFUND?
Once a refund has been approved, the refund will be initiated to the original method of payment.
The time required for the refund to appear in your account depends on the payment gateway, bank, card issuer or financial institution and may vary depending on the country and payment method.
Customs duties and import taxes
Where a refund is approved, we refund the price paid for the goods. Customs duties and import taxes that HEllO has prepaid on your order under DDP are not refundable, as they are not recoverable by us once the shipment has been cleared for import.
This does not apply to an order cancelled before dispatch, where no duties or import taxes have been incurred. In that case the full amount paid is refunded.
12. WHAT HAPPENS IF A PRODUCT IS FOUND TO BE MISUSED OR DAMAGED AFTER DELIVERY?
A refund will not be approved if the reported issue is determined to have resulted from:
- Misuse
- Abuse
- Accidental damage
- Improper handling
- Improper installation or use
- Alteration or modification
- Normal wear and tear
- Exposure to unsuitable conditions
- Soiling
- Damage caused after delivery
- Any other damage not attributable to a manufacturing defect
Natural characteristics and ageing of leather are also not considered product defects.
The final determination regarding whether a reported issue constitutes a genuine manufacturing defect will be made by our QC team.
13. PERSONALIZED PRODUCTS
Personalized products are not eligible for returns or exchanges.
A personalized product may be eligible for a full refund only if it is found to have a genuine manufacturing or product defect, or if an incorrect personalized product has been dispatched by HEllO.
In such cases, please contact ecom@helloedc.com with:
- Order number
- Description of the issue
- Clear photographs of the product from 2-3 different angles
The claim will be reviewed by our QC team.
A refund will be issued only if the reported defect is approved.
INTERNATIONAL SHIPPING
14. DO YOU SHIP INTERNATIONALLY?
Yes.
HEllO currently provides international shipping to selected markets including the Middle East, USA, Europe, Australia, Hong Kong, China, Japan, Taiwan, Thailand, Vietnam, the Philippines, Indonesia and Singapore.
The countries and destinations available for shipping may change from time to time.
Please check the available shipping destination at checkout.
15. HOW DOES INTERNATIONAL DDP SHIPPING WORK?
All international orders are shipped on a DDP (Delivered Duty Paid) basis.
Under DDP, HEllO bears the applicable shipping costs, customs duties and import taxes associated with the delivery of your order.
This means that there should be no additional shipping, customs duty or import tax payment required from you at the time of delivery.
However, certain countries may impose additional charges, fees, levies or other costs that are separate from customs duties and import taxes, in accordance with their local laws, regulations or requirements.
Such charges may be imposed by local authorities, customs agencies, courier companies or other service providers and may fall outside the scope of DDP.
Any such charges, where applicable, will be governed by the laws and regulations of the destination country and may be payable by the customer.
If you are asked to make an additional payment in connection with the delivery of your order, please contact us at ecom@helloedc.com so that our team can assist you.
16. ARE THERE ANY SHIPPING CHARGES ON MY ORDER?
For orders over US$95, international shipping is free.
International orders are shipped on a DDP (Delivered Duty Paid) basis, as described above.
HEllO covers the applicable shipping costs, customs duties and import taxes associated with the delivery of the order.
Please note that any additional charges imposed separately by a destination country's authorities or service providers under applicable local laws or regulations may fall outside the scope of DDP and may be payable by the customer.
Where a refund is approved, we refund the price paid for the goods. Customs duties and import taxes prepaid by HEllO under DDP are not refundable once the shipment has been cleared for import. An order cancelled before dispatch is refunded in full, as no duties or import taxes have been incurred.
CASH ON DELIVERY
17. DO YOU OFFER CASH ON DELIVERY?
No.
Cash on Delivery (COD) is not available for international orders.
All international orders must be paid for online using the payment methods available on watchlife.helloedc.com at the time of purchase.
18. WHAT IF MY SHIPPING ADDRESS IS INCORRECT?
Please ensure that your shipping address and contact details are accurate and complete before placing your order.
If you realise that your shipping address is incorrect, please contact ecom@helloedc.com immediately.
We will make reasonable efforts to assist with an address correction if the order has not yet been dispatched.
Once an order has been dispatched, changes to the shipping address may not be possible.
Any additional charges arising from an incorrect or incomplete address, failed delivery attempts, re-routing, storage, re-shipping or other requirements imposed by the courier or local authorities may be payable by the customer.
19. WHAT HAPPENS IF I REFUSE DELIVERY?
Customers are requested not to refuse delivery of an international order.
Refusal of delivery does not constitute an approved return or cancellation.
If an order is refused and subsequently returned to HEllO, any refund will be subject to an assessment of the circumstances, including applicable shipping, customs, return-to-origin, handling or other charges incurred by HEllO.
Please contact ecom@helloedc.com if you experience an issue with your delivery before refusing the shipment.
20. WHAT HAPPENS IF THE RECIPIENT IS UNAVAILABLE?
Our logistics partners may make delivery attempts according to their local delivery procedures.
Customers should ensure that someone is available to receive the shipment or follow the instructions provided by the courier for arranging delivery.
If the package cannot be delivered due to the recipient's unavailability, incorrect or incomplete address, failure to respond to the courier, or other circumstances attributable to the recipient, additional charges may apply for re-delivery, storage, re-routing or return-to-origin.
Such charges may be payable by the customer.
21. DELIVERY TIMES
Orders are generally packed and ready for dispatch within 2 business days.
Under normal conditions, international orders are expected to reach the destination within approximately 8-12 days after placing the order.
Delivery timelines are estimates and may vary depending on the destination.
Delivery may take longer for remote locations or due to circumstances beyond our control, including:
- Customs clearance
- Public holidays
- Weather conditions
- Road blockages
- Strikes
- Transportation disruptions
- Customs or regulatory procedures
- Other unforeseen circumstances
RIGHT TO REFUSE SERVICE
22. RIGHT TO REFUSE SERVICE
HEllO reserves the right to decline a sale, refund or other customer request in exceptional circumstances.
This includes instances of inappropriate conduct such as the use of foul or abusive language, harassment of any kind, or posting or commenting in a manner that is offensive, misleading or defamatory towards the brand on public or social platforms.
This provision does not affect any rights or protections that may be available to customers under applicable laws.
CUSTOMER SUPPORT
For any questions, concerns or issues relating to your international order, please contact:
When contacting us regarding an order, please include your order number so that our team can assist you efficiently.
HEllO watchlife.helloedc.com
MODEL CANCELLATION FORM
For orders delivered to the European Union or the United Kingdom. Complete and return this form only if you wish to withdraw from the contract. You are not required to use this form — an email to ecom@helloedc.com stating clearly that you wish to cancel is sufficient.
To: HEllO — Hello Art and Design Private Limited, ecom@helloedc.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature (only if this form is notified on paper):
Date:
IMPORTANT SUMMARY
International orders are final sale, except for orders delivered to the European Union or the United Kingdom, where a 14-day right to cancel applies as set out above.
No returns or exchanges are accepted outside that right.
Genuine manufacturing defects may be eligible for a full refund following QC assessment.
Defect claims must be submitted to ecom@helloedc.com with the order number, a description of the issue and clear photographs from 2-3 angles.
International orders are shipped on a DDP (Delivered Duty Paid) basis. HEllO covers applicable shipping costs, customs duties and import taxes. Other charges imposed under the laws or regulations of the destination country may be payable by the customer.
COD is not available for international orders.