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TERMS & CONDITIONS

For all claims, we will require an unboxing video with a clear view of the package being opened and of all the contents inside. The claim and unboxing video must come from the recipient at the original delivery address on the order as proof that the order came from us with missing, damaged, or incorrect items. You have 7 days from your delivery date to submit a claim indicating that there is something wrong with the order. The 7 days start when your order was delivered, NOT when you opened the package. *We do not accept returns/exchanges/refunds based on change of mind. Meaning, we do NOT accept claims because you no longer want the item. There must be an issue with the order for a claim to be submitted* To submit a claim, please login to the hello82 Help Center and submit a Request form so that a customer success representative may further assist you with your order.

 



ORDER CONFIRMATION EMAIL

 

 

Order confirmation emails are automatically sent to the email address used to login to your hello82.shop account and used when you successfully purchase items from the site.

 

Your confirmation email will include:

  • Order Summary
  • Shipping + Billing Address
  • Shipping Method

 

If you have not received your order confirmation email within a few minutes of successfully purchasing your order, please check the junk/spam folders in your inbox and double check that your email address is entered correctly in your hello82 account. If the confirmation email is still not showing up in your inbox and/or you may have entered your email address incorrectly, please login to the Help Center to submit an account info Request Form.

     

     

     

    CLAIM ELIGIBILITY 

     

     

    7-DAY RULE:

    Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue. We have a 7-day refund and return policy only on damaged or incorrect items, which means you have 7 days after your package is delivered to send in a claim to request a return/exchange/refund.

     

    To be eligible for a return or exchange, your item(s) must be in the same condition as received, unopened, and in the original packaging. You will also need the receipt or proof of purchase.

     

    To file a claim, please, login to the hello82 Help Center and submit a Request Form for further assistance from a customer success representative.

     

    *Please, note that if you file a claim after the 7-day period concludes, your claim may no longer be accepted.

     

     

     

    DAMAGES 

     

     

    Plastic covering and some outer boxes on albums/products are considered packaging that protect internal items, damage to those parts will not be considered defective.

     

    For any artist photocards, defects on the back of the item, excluding the portrait, will also not be considered as damage.

     

    Any defects outside/on the artists' portrait that can only be identified through light reflection will not be considered as damage.

     

    Small dents/damages and slight bending and scratches that may occur during the shipping process are not considered defective, and therefore, they are not eligible for a claim.

     

    Please submit a request with your unboxing video by signing in to the Help Center and filling out a Request Form so that a customer service representative may further assist you with your order.

     

    Keep in mind that you have 7 days from your delivery date to submit a request.

     

    *If your request is submitted after the 7 days or without the unboxing video, it may be automatically rejected.

     

     

     

    MISSING/INCORRECT ITEMS

     

     

    If an item or an inclusion is missing or incorrect, please log in to the Help Center and submit a missing/wrong item Request Form with your unboxing video so that a representative of our customer service team can further assist you with your order. 

     

    Keep in mind that you have 7 days from your delivery date to submit a request.

     

    *If your request is submitted after the 7 days or without the unboxing video, it may be automatically rejected.


     

     

    REFUND/CANCELLATION 

     

     

    REFUNDS:

    Not all items are eligible for refunds, such as items with events (e.g. video calls, fansigns, showcases, livestreams, etc.), clearance items, and unfulfilled orders past the 90 day policy. Signed albums are also final sale but can be cancelled before they are shipped and you can submit a claim if there is something damaged, missing, or you received the wrong item by logging in to the hello82 Help Center and clicking "Submit a Request."

     

    Need a quick answer? Check out the claims FAQ for an answer to common refund/cancellation questions.



    CANCELLATIONS:

    Cancellations can be made by the customer by going to your order confirmation email, clicking "View Your Order," and then clicking the "Cancel" button at the bottom. You may also cancel the order via the Shop App. If you cancel on your own, the cancellation initiates an automatic refund and it takes approximately 3 to 9 business days for the amount to show up in your form of payment.

     

    SIGNED ALBUMS have a no cancellation policy 10 days before the album release date. Cancellations will no longer be available after this point. (e.g. The release date for a signed album is 12/25/23, then the last day to cancel your order is 12/15/23. Requests to cancel the order after 12/15/23 will not be accepted.)

    After an order has generated a tracking number, it is prepared for shipping and it is too late to cancel.

    Not all items are eligible for cancellation, you may login to the hello82 Help Center and submit a cancel Request Form so that a representative can further assist you and see if your order is eligible for cancellation.



    PICKUP:

    If you ordered online for in store pickup, the refund/exchange claim policy remain the same as buying online items.

     

    You must submit an unboxing video within the 7 days of picking up your order for missing/damage/wrong/return/exchange/refund claims.

     

     

     

    RETURNS/EXCHANGES 

     

     

    Please submit a request for a return/exchange by logging in to the Help Center and filling out the Request Form with an unboxing video so that a representative of our customer service team can further assist you with your order.

     

    If your return is accepted for an exchange or replacement, we will send you a return shipping label, as well as, instructions on how and where to send your package. Also, you will incur the shipping fee to send out the item back to your address.

     

    *If a pre-paid return shipping label from hello82 was provided for the return, the package must be postmarked within 2 weeks of receiving the shipping label(s).

     

    If you are returning items for a refund, refunds will be for the item only and will be initiated until we receive the return to inspect that it arrives in good condition. You can then expect the amount to show up in your form of payment within 3 to 9 business days. Please, let us know if your original payment method is no longer available/active.

     

    Items sent back without first requesting a return will NOT be accepted. We will notify you once we have received and inspected your return on whether your return was approved or not.


    RETURNS ARE NOT ACCEPTED ON CERTAIN ITEMS.

     

    Certain items cannot be returned, like perishable goods (e.g. food, flowers, or plants), custom products (e.g. special orders or personalized items), and personal care goods (e.g. beauty/self-care products). We also do not accept returns for hazardous materials, flammable liquids, or gasses. 

     

    Policies on exchanges and returns may be applied differently by product, so please check the product details thoroughly when purchasing.

     

    Please let us know if you have any questions or concerns about your specific item by submitting a Request Form to further assist you with any questions about acceptable items.

     

     

     

    90-DAY POLICY 

     

     

    If the status of an order is "unfulfilled" for 90 days, we will initiate an automatic refund. After the 90-day period, reshipment of the order will no longer be an option.

     

     

     

    SIGNED ALBUMS