Return & Exchange Policy

At HELLO DREAMS LLC, your satisfaction matters deeply to us. However, due to the intimate nature of our products and strict health and safety guidelines, our return and exchange policy is limited to ensure all customers receive safe, unused items.

1. 

Hygiene and Safety Policy

For the health and safety of all our customers, we do not accept returns or exchanges on any used or opened products. This includes items where the hygiene seal has been broken, even if unused.

2. 

Eligible Returns

We will accept a return or exchange only if:

• The item is unopened, unused, and in its original packaging
• The item arrived damaged, defective, or you received the wrong item
• You contact us within 7 days of receiving the item

All eligible returns must be approved by our team before being sent back. Unauthorized returns will not be accepted.

3. 

Defective or Damaged Items

If your product arrives defective or damaged:

• Contact us within 7 days of delivery at [email protected]
• Include your order number, a description of the issue, and a clear photo or video if possible
• Once verified, we will offer you a replacement, store credit, or refund, depending on the situation

4. 

Non-Returnable Items

The following items cannot be returned under any circumstance:

• Opened or used products
• Clearance or final sale items
• Lubricants, oils, batteries, and intimate wellness products (unless sealed and unused)
• Items returned without prior authorization

5. 

Return Process

If your item qualifies for return:

1. Contact us at [email protected] with your request
2. Await our written authorization and return instructions
3. Carefully package the item and ship it to the address we provide
4. You are responsible for return shipping unless the product was defective or shipped in error

Returns sent without approval or to the wrong address will not be accepted.

6. 

Refunds

Approved refunds will be processed to your original payment method within 5–10 business days after we receive and inspect the returned item. You will receive a confirmation once your refund has been issued.

Please note that shipping fees are non-refundable, except in cases of defective or incorrect items.

7. 

Exchanges

Exchanges are only offered for defective or incorrectly shipped items. We do not offer exchanges for preference-based reasons (e.g., color, size, sensation).

If you have any questions about our policy or need assistance with your order, please contact us at:

HELLO DREAMS LLC

Email: [email protected]

Phone: 931-350-1322

We are committed to handling every case with discretion, care, and fairness.