Refund policy

Return & Refund Policy

Last updated: September 7, 2026

At Hello Ease, we want you to feel confident when shopping with us. If your order arrives damaged, defective, incorrect, or does not meet the requirements of our return policy, we're here to help.

1. Returns

We accept eligible returns within 30 days of delivery.

To qualify for a return, the product must:

Be unused and in its original condition.
Be returned in its original packaging, where applicable.
Include all accessories, manuals, and included components.
Not show signs of misuse, damage, or excessive wear.

Certain products may not be eligible for return for hygiene, health, or safety reasons once opened or used. This may apply to products such as heating pads, heated eye masks, massage products, or other personal-use wellness items.

2. Damaged or Defective Products

Please contact us as soon as possible if your order arrives damaged, defective, or incorrect.

Send us:

Your order number.
A description of the issue.
Clear photographs or video showing the product and packaging, where appropriate.

After reviewing your request, we may offer a replacement, refund, or another appropriate resolution.

3. Non-Returnable Items

For hygiene and safety reasons, certain personal-use products may not be eligible for return after opening or use.

Gift cards and items marked as final sale are also non-returnable unless required otherwise by applicable law.

4. How to Request a Return

To request a return, contact us at:

[YOUR SUPPORT EMAIL]

Please include your order number and the reason for the return.

If your return is approved, we will provide instructions for returning the product. Please do not send products to the return address without receiving return instructions from us first.

5. Return Shipping

Unless the product is defective, damaged, incorrect, or otherwise eligible for a seller-paid return, return shipping costs are the responsibility of the customer.

If the product was received damaged, defective, or incorrect, Hello Ease will review the situation and, where appropriate, cover reasonable return shipping costs.

6. Refunds

Once your returned product has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow your payment provider additional processing time for the refund to appear in your account.

Original shipping charges are generally non-refundable unless the return is due to an error, defect, or other circumstance where a refund is required under applicable law.

7. Exchanges

If you receive a defective, damaged, or incorrect product, we may offer a replacement where available.

If the replacement is unavailable, we may provide a refund or another appropriate resolution.

8. Order Cancellations

If you need to cancel an order, contact us as soon as possible after placing it.

We will make reasonable efforts to accommodate cancellation requests, but an order may not be cancellable once it has been processed, shipped, or otherwise fulfilled.

9. Canadian Consumer Rights

Nothing in this policy is intended to limit or exclude any rights or remedies that cannot legally be excluded under applicable Canadian consumer protection laws.

Where applicable law provides a consumer with rights beyond this policy, those rights will continue to apply.