Return and Refund Policy

Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, damaged, wrong, or not as described, you’re entitled to a replacement or refund. Nothing in this policy limits those rights.

Damaged, faulty, or wrong item

  • Email support@helloloved.com with your order number and a photo of the issue. Please contact us as soon as you notice the problem, ideally within 7 days of delivery.
  • We’ll offer a replacement or a full refund, at no cost to you.
  • In most cases, you won’t need to send the item back. If we do need it returned, we’ll cover the return shipping.

Change of mind

  • You can request a change-of-mind return within 14 days of receiving your order.
  • Items must be unused, unopened, and in their original packaging.
  • For hygiene reasons, beauty and skincare products can only be returned for change of mind if they’re sealed and unopened.
  • Change-of-mind return shipping is paid by the customer.

How to return an item

  1. Email support@helloloved.com first, with your order number and the reason for the return. Don’t send items back without contacting us, because returns go to our fulfilment partner and the address depends on the product.
  2. We’ll reply with the correct return address and instructions.
  3. Pack the item securely with a note showing your order number.
  4. Use a tracked shipping service and send us the tracking number.

Refunds

  • Once we receive and check your return, we’ll process your refund within 5 business days, to your original payment method.
  • Shipping is free on all orders, so there’s no shipping cost deducted from refunds.
  • Your bank may take a few extra days to show the refund.

Cancellations

  • To cancel, email support@helloloved.com as soon as possible.
  • Orders cancelled before they’re dispatched get a full refund.
  • If your order has already shipped, you can return it under the change-of-mind terms above.

Contact
HelloLoved is a trading name of RPoyaoan Ltd, a company registered in England and Wales (company no. 17456838).
Email: support@helloloved.com