Refund policy

Last updated: October 21, 2026

We want you to feel comfortable bringing a helloursa piece into your home. We offer returns and exchanges for 60 days from delivery, together with a 60-day warranty covering faults in materials or workmanship.

Photo approval and natural variations

Our pieces follow the same design concept, overall structure and listed dimensions as the reference design in the product listing. Individual crystals, plants, moss and other botanical materials vary in shape, colour, texture and detail. Before dispatch, we email photographs of the actual piece prepared for you and send it only after you confirm that you are happy with it.

Your photo approval confirms that we may dispatch the piece. It does not waive or reduce your 60-day return, exchange or materials and workmanship warranty rights, or your rights under applicable consumer law. A fault, transport damage or a material difference from the agreed description or approved piece remains eligible for support.

Our 60-day return and exchange window

Email service@helloursa.com within 60 days of receiving your order to request a return or exchange. Please include your order number or another proof of purchase, the piece you are returning, and whether you would prefer a refund or an exchange.

For a change-of-mind return, please keep the piece in its original condition, with its included components and accessories. You may open the packaging and reasonably inspect the piece. Use the original protective packaging where possible, or suitable equivalent protection so that the piece can travel safely.

These condition requirements do not prevent you from returning a piece that arrived damaged, faulty or different from its description.

How to send a return

1. Contact us within the 60-day window.
2. We will provide return instructions, the correct return address and the shipping arrangements for your case.
3. Pack the piece securely and keep proof of posting and any tracking details.

Please contact us before sending a parcel back. The address printed on the outbound parcel may not be the correct return address. Contacting us is a practical way to arrange a safe return and does not limit a statutory cancellation or return right.

Return shipping costs

If your piece arrives damaged, is faulty or is not the item you ordered, we cover reasonable return shipping costs where a return is needed. We will arrange the return method with you before the parcel is sent.

For a change-of-mind return or exchange, you are responsible for the return shipping cost. We will provide return instructions before you send the piece back. Delivery of any replacement or exchange item to you is free worldwide, with applicable taxes and import duties included. We do not deduct an original outbound shipping charge from your refund because delivery is free.

60-day workmanship warranty

Our warranty covers faults in materials or workmanship that appear during normal use within 60 days of delivery. Email us with your order details and a description of the problem. Photographs are helpful when they can show the issue clearly.

We will discuss the appropriate remedy with you, including a replacement or refund. A repair may be offered if it is suitable and you agree to it. If a replacement is unavailable, you can choose a refund instead of another design.

The warranty does not cover accidental damage caused after delivery, misuse, unauthorised alterations or ordinary wear. Any natural or handmade variations must be consistent with the description given when you ordered; a fault or material difference from that description is not excused as a handmade variation.

Damage in transit or missing parts

Please contact us when you notice damage or a missing component so that we can help. Keep the packaging where possible and send photographs if available. We do not require an unboxing video, and there is no separate short reporting deadline that replaces your 60-day support window or statutory rights.

Refunds and exchanges

We will confirm when the returned piece reaches us and let you know the outcome after inspection. Refunds are issued to the original payment method. After we approve and issue the refund, please allow approximately 5–10 business days for your bank or payment provider to display the credit. This processing estimate does not extend any legally required refund deadline. If a refund has not appeared after that time, please email us and we will help trace it.

Exchanges depend on availability. We will confirm the replacement, any price difference and the delivery arrangements before proceeding. If the requested piece is unavailable, you may choose an available alternative or a refund.

Changes or cancellations before dispatch

Contact us as soon as possible if you need to change or cancel an order. We will help before dispatch where possible. If the parcel has already been sent, the return process above applies.

Your consumer rights

This 60-day policy is an additional commercial promise. It does not replace, shorten or exclude any rights or remedies available under applicable consumer law, including rights relating to faulty or misdescribed goods and any applicable cancellation period.

Contact

For returns, exchanges or warranty support, email service@helloursa.com or use our contact page.