Refund Policy

Effective Date: 2026-06-01

Your satisfaction matters. We offer a 30-day return policy for unopened items. Please read this policy carefully — due to the intimate nature of our products, some hygiene-related restrictions apply.

1. Return Window

You have 30 days from the delivery date to request a return on unopened items in their original sealed packaging.

2. What Can Be Returned

Unopened products in original sealed packaging, with all included accessories and documentation
Defective or damaged items reported within 7 days of delivery (see "Defective Items" below)
Wrong items shipped due to fulfillment error on our part

3. What Cannot Be Returned

For hygiene, safety, and regulatory compliance reasons, the following cannot be returned once delivered:

Opened, used, or unsealed items — intimate products cannot be returned once their hygiene seal is broken
Digital products and downloadable content (Masterclass, ebooks, video courses) once access has been granted
Gift cards
Items marked "Final Sale" at the time of purchase
Items damaged due to misuse or improper care after delivery

4. Defective or Damaged Items

If your item arrives defective, damaged, or with a manufacturing defect:

Contact us at info@byhellonancy.com within 7 days of delivery
Include your order number and clear photos showing the defect or damage
We will respond within 24 hours on business days with next steps
You will receive either a free replacement or a full refund — your choice
You will not be charged for return shipping in cases of defects or damage

5. How to Initiate a Return

To start a return for an unopened item:

Email us at info@byhellonancy.com with your order number and reason for return
We will respond within 24 hours on business days with return authorization and instructions
Pack the item securely in its original packaging, including all accessories and documentation
Ship the package to the address we provide (you are responsible for return shipping costs unless the return is due to a defect or our error)
Use a trackable shipping method — we recommend insurance for high-value items

6. Refund Process

Once we receive and inspect your returned item:

We will notify you by email within 2 business days of receiving the package
If approved, the refund will be processed to your original payment method
Refunds typically appear on your statement within 5-10 business days, depending on your bank or card issuer
Original shipping costs are non-refundable except in cases of defective items or our error

7. Exchanges

We do not process direct exchanges. If you would like a different item, please return the unopened original for a refund and place a new order separately.

8. Late or Missing Refunds

If you haven't received your refund after 10 business days from our confirmation email:

Check your bank statement again
Contact your credit card company or bank — it may take additional time before the refund is officially posted
If you still have not received your refund, please contact us at info@byhellonancy.com

9. Order Cancellation

Orders can be cancelled for a full refund before the order has shipped. Once an order has been processed and dispatched, the return policy above applies. To cancel, email us as soon as possible at info@byhellonancy.com with your order number.

10. Chargebacks

If you have an issue with your order, please contact us first at info@byhellonancy.com — we are committed to resolving every issue fairly and quickly. Initiating a chargeback without first contacting us may delay resolution and could result in additional fees.