Our Return Policy

Hello and welcome to iHelp Support.

First of all, thank you for choosing our brand and services.
Although we are sad to learn that you do no wish to keep your product, we will be happy to help you return it to us safely and smoothly. So let's jump right into it!

Return Period:
According to EU law, we accept all return requests filed within 14 days (30 days for Amazon orders) counting from the date you received your product.
Please note that past this return period, the return request will be denied.

Return of Unused Products:
Unused products are neither damaged nor defective, and have never been used.
Returning an unused product means making use of your Statutory right (right for order withdrawal).
If the return request has been filed within the return period, you can follow either one of these return processes:

1. Client Return:
- Please return the product to the local return address provided by our Customer Service using the services of a carrier of your choice: (we advise you to use the services of a carrier that can provide a tracking number).
- You can then contact our Customer Service by providing us with the tracking number of the returned parcel.
- Upon receipt of the return tracking number, our Customer Service will update your return request and proceed to the refund of your order within 5 business days.

2. Pick up & Return: (only available for clients in EU)
For clients residing in the EU and whose return requests have been filed within the return period, our company also provides a Pick up & Return service.
- You can contact our Customer Service and confirm your address, and our team will fix a date with you so our contracted local carrier can go to our address and pick up the product.
- Please note that the return product must be packed inside a carton and returned in the same state you received it, or carrier can refuse to take it back and the return request will be denied.
- Once the parcel has been picked up, our Customer Service will update the return request and proceed to the refund of your order within 5 business days.

The standard price for our Pick up & Return service can vary for each country and is usually sorted in the following categories:
Product less than 5kg > small parcel
Product between 5-10kg > medium parcel
Product between 10-15kg > large parcel
Product 15kg or more > extra large parcel

Please check in with our Support Team to get the Pick up & Return fees of your product.
(the return fees will be deduced from the total refund amount of your order)

Please note that in case of unused products, return fees are paid by the client and are not refundable.

Return of Used Products:
Products that are damaged, defective or not new are defined as 'used' products.
If the return request has been filed within the return period, you can apply for either these 2 solutions:

1. Apply for free return:
Please send our Customer Service photos of your used product to apply for a free return.

2. Apply for a refund or new product without return:
Please send our Customer Service photos of your used product to apply for a refund without return, or to receive a new product without return.

If none of the options available in our return policy suits you, we invite you to contact our Customer Service so our agents can find the best solution to your problem.

Thank you and have a nice day!
Support Team