Refund/Return Policy
Thank you for shopping at Hellshades! We love our customers and want you to love your purchases without the stress of being stuck with an item you don't like. We understand the difficulties of shopping online and will ensure to provide top notch service so you will always be happy shopping with us! If you have any questions please contact our team! You can get to our contact page HERE
For return and refund details please review the below:
30-Day Hellshades® Return Policy:
Hellshades® will accept, for return or exchange, items that are purchased off our website within 30 days of the delivery under the following conditions:
• There is no visible signs of damage
• All original packaging is intact: i.e. shipping bags, bag covers, bag tags, handle covers.
• Any sign of damage will compromise the Hellshades® guarantee.
• We do not accept returns for used products.
Item(s) cannot be returned or exchanged after your initial 30 days of delivery.
Once the return is approved it must be shipped back to us by the 30th day of delivery with proof of tracking.
Several types of goods are exempt from being returned. We do not accept products that are intimate (under-garments) or sanitary goods, hazardous materials, or flammable liquids or gases. We DO NOT accept used products for return as this is a sanitary hazard.
To complete your return, we may require a receipt or proof of purchase (order confirmation email) with your order number.
We can not initiate a return until all packages either arrived to you or we have received confirmation from our carrier that all packages have been successfully shipped & delivered. Item(s) must be shipped back with tracking information no later than the 30th day after delivery. Timestamps are utilized to monitor return eligibility. Backvac is not liable for customer failure to ship item(s) back within the allotted timeframe. Returns that are not both initiated and shipped within the return window will not be accepted.
If you fail to return item(s) after approval during the 30-day return timeframe, Hellshades holds no responsibility and will no longer accept your return.
We do not accept returns for exchanged items. As stated above you can opt for a return or an exchange NOT both.
Cancellation:
Orders must be cancelled prior to tracking being added or before being sent to our logistics team. If you fail to cancel an order before the allotted time you must wait until it arrives to return it. We will provide you with the return shipping information upon receipt of your package. You can also review our return form here and begin filling out our return slip prior to the arrival of your package(s) to speed up the process.
Exchanges (if applicable):
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. For all exchanges please contacthello@mybackvac.com and provide them with your order number and reason for return or exchange. They will handle your request based on the rules stated in this page.
We do not accept returns for exchanged items. You have 30 days from your initial delivery date to cancel, make changes, or return your item(s) for a refund.
Return Shipping (if applicable):
You will be responsible for paying for your own shipping costs for returning your item.
If you are shipping an item over $75, please consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Customers are liable for return shipping and/or customs fees/VAT. These fees are non-refundable, as we are not liable for associated costs.
Refunds (if applicable):
Upon receipt and inspection of your return, we will send you an email confirming that we have received your returned item and notifying you of the approval or rejection of your refund request. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
Refunds will only cover the cost of the returned product. You are responsible for all shipping costs associated with sending and returning the item(s).
Shipping protection, which ensures the safe delivery of your package, is nonrefundable.
Please note that standard shipping fees are nonrefundable. Backvac® assumes no liability for shipping costs.
Used products will not be accepted nor will a full or partial refund be granted for used products. We do not accept exchanged products for return. You have 30 days from your initial delivery date to make your return.
Late or Missing Refunds (if applicable):
There is often some processing time between financial institutions before a refund is posted (Up to 10 days is normal). If you still have not received your refund after this time-frame, please send us an email at urgent@mybackvac.com and allow us the opportunity to investigate the matter further. If it has been less than 10 days or you have not contacted our team regarding your refund and you fraudulently submit a chargeback you are responsible for all applicable fees. Hellshades® assumes no liability and will not be responsible for any fees related to your chargeback if our policies have not been followed.
Gifts:
Follow instructions above for returning online orders. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you.
Damaged Items:
If you receive a damaged or defective item, please submit a request to our email team hello@hellshades.com
If you do not report the damage to us within this 48 hour period, we may not be able to honor your claim. We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests.
You will be responsible with providing evidence of your claim within the 48 hour time frame by providing image based evidence within the 48 hour time frame.
Hellshades® assumes no responsibility for damaged items. We offer shipping insurance to facilitate prompt replacement or exchange of damaged products. However, the decision to provide a replacement is entirely at the discretion of Hellshades®.
You are obligated to return the damaged product to Hellshades® if you opt for an exchange. Failure to return the damaged product within the specified time frame of 14 days will result in charges equivalent to the full cost of the replacement item and shipping costs associated.
Stolen Items:
Hellshades® is not liable for any loss, theft, or damage of packages once they have been marked as delivered by the local delivery service. It is the customer's responsibility to ensure the security of the delivered package. Any claims regarding stolen packages must be directed to the local delivery service or local authorities. Hellshades's liability ceases upon confirmation of delivery as provided by the local delivery service's tracking information. There are no exchanges or refunds for stolen packages as this is outside the responsibility of Hellshades®.
In the event of a stolen package immediately contact your local law enforcement and your local delivery service. If unsure of the local delivery service please contact the Hellshades® Support Team immediately at hello@hellshades.com as they will be able to promptly guide you through the process.
Hellshades®
Fraudulent Chargeback Returns & Stolen Goods
Customers who initiate a fraudulent chargeback on a delivered item will be held liable for all delivery costs and product costs. Initiating a chargeback on delivered goods will be treated as an act of theft.
Failure to return the goods within the following timeframes will result in escalation to local law enforcement. If the goods are not returned within 30 calendar days, we will initiate legal proceedings to recover our property.
Regardless of the condition of the goods, customers must notify us within 48 hours of any incidents or damages, providing direct proof of the issue. Damaged goods does not constitute a fraudulent chargeback as you are still in possession of our property. Full documentation, including evidence of damages, must also be submitted promptly. Backvac® is not held responsible for any customer negligence. Backvac® holds all authority to seek it's property in these circumstances.
How To Return Your Order:
1. Download our return form HERE and include it in your package.
2. Pack your order: Ensure all items are securely packed in the original packaging with all tags included. Do not return item(s) prior to approval or prior to reviewing our entire policy. We DO NOT accept used products for return.
3. Email us at hello@hellshades.com with the reason for your return and your filled out Return Form (US & International).
4. Put in the subject: Return: [Order Number]
5. Save your tracking number and provide it to us so we can ensure the item has been delivered.
(This will help us provide your refund quicker).
We recommend purchasing shipping insurance in the case of damage, theft, or lost packages during the return.
6. Send your package to our return address using a reliable and trackable service (we are not responsible for lost, stolen or damaged packages during returns):
LOCAL US/CANADA RETURN ADDRESS: 293 Spring St, Unit 13B, Red Bank, NJ 07701
INTERNATIONAL RETURN ADDRESS ONLY: 3F, Building 23, Liandong U Valley, No. 100 Fengbin Road, Liangxi District, Wuxi City, Jiangsu Province
Phone Number: +86 18800586211 (tel:+86%2018800586211)
Postal Code: 21400
If you are unsure of what to do contact our team HERE
hello@hellshades.com
(Please do not send returns to our main office address without written permission).
Thank you for choosing Backvac® for your online shopping needs!
We would love to hear your feedback, questions, or any concerns. Please feel free to email us at hello@hellshades.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve. You can find our contact information HERE