Refund Policy

When you buy products in our webshop, you have 14 days to withdraw from the purchase without giving any reason.

The 14 days start on the day you, or someone you name, receive the goods. If an order arrives in several parcels, the period starts when you receive the last one. If the last day falls on a weekend or public holiday, you have until the next working day.

Send us a clear message before the 14 days run out, by email to info@helinhair.dk or through our contact form. Include your order number, your name and the items you are returning. If you are signed in, you can also request a return straight from the order under Orders in your account.

You may use the standard withdrawal form from the Danish Consumer Contracts Act, but you do not have to. A simple message is enough.

Send the goods back no later than 14 days after you told us you are withdrawing. Once we have approved your return, we email you the return address and instructions. You can also hand the goods in at one of our salons.

You pay for the return shipping, unless the item is faulty or we sent you the wrong one. Put a note with your order number in the parcel. We cannot accept parcels sent cash on delivery. Keep your receipt and tracking number until your refund has arrived.

If you collected your order at the salon, you can return the item at the salon in Værløse within 14 days.

We refund everything you paid, including the standard delivery cost, no later than 14 days after we receive your message that you are withdrawing. If you chose a more expensive delivery option than our cheapest standard delivery, we do not refund the difference.

We pay the money out once we have the goods back, or once you have shown proof that you sent them, whichever comes first. The money goes back to the payment method you used, at no cost to you.

You may handle the products as you would in a shop, to see what they are and how they work. If you use them beyond that, we may deduct the loss in value from your refund.

Pack returns carefully, ideally in the original packaging, so nothing is damaged on the way.

The right of withdrawal does not cover:

In addition to the right of withdrawal, Danish law gives you a 2-year right to complain if a product is faulty or not as described. The 2 years run from the day you received the item.

Tell us within a reasonable time after you notice the fault. Notice within 2 months is always in time. Send a photo of the fault if you can. We cover reasonable return costs for faulty items, and depending on the fault you can ask for:

The right of withdrawal ends once a treatment has been fully carried out. Cancelling or moving a booking is covered by our cancellation policy.

If you are not happy with a treatment, contact the salon where it was done as soon as possible, ideally within 7 days, so we can see the result. We offer a correction free of charge. If that is not possible, we agree a fair solution with you, which can be a full or partial refund.

A gift card bought online can be returned within 14 days of purchase, as long as it has not been used. After that, gift cards cannot be exchanged for cash, but you can pass them on to someone else.

Memberships follow their own terms, which you accept when you sign up.

If something is not right, write to us first at info@helinhair.dk. We reply as quickly as we can and always try to find a solution with you.

If we cannot agree, you can complain to Nævnenes Hus, Toldboden 2, 8800 Viborg, via naevneneshus.dk. If you live in another EU country, the European Consumer Centre Denmark (forbrugereuropa.dk) can help.