Refund policy

Returns and refund policy

There are absolutely no refunds on digital items. Since digital items are immediately available for download after purchase, it is not something that we can track and verify if the product was used nor is it something that can be returned. For this reason, all sales of digital items are final.

Refunds for physical items are available on a case-by-case basis and if approved are subject to a $100 restocking/relisting fee. The reason for this is that items are made to order. If you change your mind after the fact, we may have already committed to resources and labor involved in the production of your order. Since items are made to the specifications of the customer, there is no guarantee that we will be able to sell the item to another party at full price and may have to offer it at discount to move the inventory. The decision to refund is at our discretion.

If we make a mistake and an item is received and it is not what is shown on the invoice, we will gladly offer an exchange for the correct item granted the item is returned to us in the same condition in which it was shipped within 15 days of receipt. If the 15 days has lapsed, we will consider the transaction complete.

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a refund or exchange, you can contact us at hella3ddesigns@gmail.com. Please note that returns will need to be sent to the following address: Hella3d Designs, 12131 El Greco Cir. El Paso TX, 79936. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hella3ddesigns@gmail.com.

Damages and issues
We try and send images and updates to our customers prior to shipping, so they know what is being sent and in what condition it leaves our shop. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like digital purchases or custom made to order products. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

NOTE that all physical items sold and shipped from Hella3d Designs are custom tailored, made to order products and are thus exempt from the European Union 14 day cooling off period. This is due to the fact that custom orders cannot be easily resold to other customers. To reiterate, the European Union 14 day cooling off period does not apply to items sold from our website.

 

Refunds/Exchanges
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be updated on the processing time and shipping of the exchange or if a refund was granted, automatically refunded on your original payment method within 10 business days, less the restocking fee. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hella3ddesigns@gmail.com.