Refund policy

Refund and Return Policy

1. Overview

At Tiendas Helena, we want you to be satisfied with your purchase. This policy explains your options for returns, exchanges, and refunds. It does not affect any rights you may have under applicable federal or Texas State consumer protection law.

2. Change-of-Mind Returns

We accept change-of-mind returns within 30 days of delivery, subject to the eligibility requirements below.

3. Eligibility Requirements

To be eligible, items must be unused, unworn, unwashed, and returned in their original condition with all packaging and tags attached, together with proof of purchase.

4. Items Excluded from Change-of-Mind Returns

Underwear, swimwear (where hygiene liners have been removed), pierced jewelry, and personalized or made-to-order items are not eligible for change-of-mind return unless they arrive damaged or defective.

5. Sale and Promotional Products

Items purchased on clearance or marked as final sale are eligible for exchange or store credit only, unless the item is defective or applicable law provides otherwise.

6. Damaged, Defective, Incorrect or Misdescribed Products

If an item arrives damaged, defective, incorrect, or materially different from its description, contact us within 14 days of delivery for a free replacement, repair, or full refund, including original shipping charges.

7. How to Request a Return

Email returns@tiendashelena.com with your order number, the item(s) concerned, and the reason for return. We will respond with return instructions within 2 business days.

8. Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping costs. For damaged, defective, or incorrect items, we cover return shipping.

9. Inspection of Returned Items

Returned items are inspected within 5 business days of receipt to confirm they meet the eligibility requirements above.

10. Refund Method and Processing

Approved refunds are issued to the original payment method within 5 to 10 business days of inspection. Processing times may vary depending on your bank or card issuer.

11. Original Shipping Charges

Original shipping charges are non-refundable for change-of-mind returns, except where the return results from our error or a defective product.

12. Non-Delivery and Delivery Concerns

If your order does not arrive within the estimated delivery window, contact us so we can investigate with the carrier and arrange a replacement or refund where appropriate.

13. Partial Refunds

Partial refunds may be issued where only part of a bundled order is returned, or where an item shows minor wear inconsistent with a full change-of-mind return.

14. Exchanges

Exchanges for a different size or color are available within 30 days of delivery, subject to stock availability.

15. Store Credit

Store credit issued in place of a refund does not expire and can be used toward any future purchase.

16. Final Sale Items

Items explicitly marked "Final Sale" at checkout are not eligible for return or exchange except where required by law.

17. Orders Returned to Sender

If a parcel is returned to us due to an incorrect address or repeated failed delivery attempts, we will contact you to arrange reshipment at the customer's cost or issue a refund minus original shipping charges.

18. Late or Missing Refunds

If a refund has not appeared within 10 business days of approval, please check with your card issuer or bank before contacting us, as processing times vary.