Refund policy

Return & Refund Policy

Hellbow
Last updated: 10/20/25

1. Purpose of the Policy

This Return & Refund Policy outlines the terms under which Hellbow accepts or denies returns and refunds for products purchased through our official website.

This policy is designed to protect both the customer and the business, considering the specific and sensitive nature of our products (hybrid bows for arrows/balls).

This policy applies exclusively to purchases made through our official website. Purchases made through third-party platforms (e.g., Amazon, resellers) must follow the return policy of those platforms.

2. Return Window

Returns are accepted within 14 calendar days from the date of delivery, as confirmed by the shipping carrier.

After this period, no returns, refunds, or exchanges will be accepted.

3. Return Eligibility

A return will be approved only if all the following conditions are met:

  • The product has a verified manufacturer defect,
    OR the product is unused, in its original, unopened, and sealed packaging

  • A valid proof of purchase is provided (invoice or order number)

  • Return is pre-authorized by our customer service team in writing

4. Non-Returnable Items

Returns will not be accepted in the following cases:

  • The product has been used, even briefly

  • The product is damaged due to misuse, modification, or non-compliance with instructions

  • The product was used in an unsafe manner (e.g., without safety goggles, aimed at a person or animal)

  • Custom or personalized products (e.g., engravings, custom modifications)

  • Items on clearance, sale, or liquidation, unless a manufacturer defect is confirmed

5. Return Procedure

To initiate a return, customers must contact us by email at Sales@hellbow.ca to obtain written authorization.

The request must include:

  • The order number

  • Clear photos or videos showing the defect (if applicable)

Returns must be shipped only after authorization. Returns without prior approval will not be accepted or processed.

6. Return Shipping

Unless the return is due to a confirmed defect:

  • The customer is responsible for return shipping costs

  • Returns must be sent using a recognized carrier (e.g., Canada Post, USPS, UPS, FedEx)

  • A tracking number and adequate insurance are required

The product remains the customer’s responsibility until received by Sales@hellbow.ca. Lost or damaged return shipments are not our responsibility.

7. Inspection & Decision Timeline

Returned products will be inspected within 5 to 7 business days of receipt.

  • If a manufacturer defect is confirmed → a full refund or replacement will be issued

  • If no defect is found or the item was used, modified, or damaged → no refund will be granted

8. Refund Process

Refunds are issued to the original payment method within 10 to 15 business days after return approval.

  • Refunds may be delayed until the inspection is complete

  • Initial shipping fees are non-refundable unless the return is due to a confirmed defect

  • If the original payment method is inactive, we may offer a store credit or alternative refund option

9. Exchanges

Exchanges are only available for items with confirmed manufacturer defects, and only for the same or equivalent product.

All exchanges are subject to product availability.

We do not offer exchanges for reasons such as personal preference, design dissatisfaction, or color changes.

10. Damaged Items in Transit

If your product arrives damaged:

  • Notify us within 48 hours of delivery

  • Provide clear photos of the damaged product and packaging

We will initiate a claim with the shipping carrier before issuing any refund or replacement.

11. International Returns

Returns from outside Canada must follow the same process.

Customers are responsible for:

  • All return shipping costs

  • Customs, import/export fees

  • Any delays due to international customs clearance

12. Refused or Unclaimed Deliveries

If a package is refused or not picked up within the carrier’s deadline:

  • It will be returned to us

  • The customer is responsible for any return and re-shipping costs

  • No refund will be issued unless a manufacturer defect is confirmed

13. Final Acceptance

By placing an order on our website, the customer acknowledges they have read and agree to this Return & Refund Policy.

A mandatory checkbox is included at checkout to confirm acceptance.