Refund and Returns Policy

This Refund and Returns Policy applies to all purchases made through www.helyaa.com. HELYA is a Moroccan-based brand located in Agadir, Morocco. Our goal is to ensure you are fully satisfied with your purchase — please read this policy carefully.

Returns

You have 30 days from the date of delivery to request a return. To be eligible:

• The item must be unused, unwashed and in its original condition
• The item must be in its original packaging
• You must provide your order number or proof of purchase

Non-Returnable Items

The following items cannot be returned or exchanged:

• Custom-made or made-to-order pieces (e.g. caftans with personalised measurements or embroidery)
• Sale items
• Any item not in its original condition, damaged, or missing parts for reasons not due to our error

How to Request a Return

Contact us via WhatsApp or email at [email protected] with your order number and the reason for your return. We will confirm eligibility and guide you through the next steps.

Refunds

Since all orders are paid by Cash on Delivery, approved refunds are issued via bank transfer or store credit, as agreed with you directly. Once your return is received and inspected, we will notify you and process your refund within 3 to 5 business days. Original shipping fees are non-refundable, except in the case of a defective or incorrect item.

Exchanges

We only replace items that are defective or damaged on arrival. To request an exchange, contact us at [email protected] with your order number and photos of the issue.

Return Shipping

Once your return is approved, we will confirm the return address with you. You are responsible for return shipping costs unless the item was defective or incorrect. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items sent without tracking.

Need Help?

For any questions about returns or refunds, contact us at [email protected] or via WhatsApp.