General Returns Policy
This return policy applies to goods sold via HellooMarket online platform.
WHEREAS, the Ethiopian Electronic Transaction Proclamation 1205/2020 has stipulated for E-transactions,
WHEREAS, the proclamation provides for notification of any code of conduct by the supplier and how customers access such code of conduct electronically
WHEREAS, the supplier is duty bound to issue its policy to its customers on return, exchange and refund policy of supplier in respect of goods and payment
Now Therefore, Hello Market reveal its return policy according to the law below:
- Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective HellooMarket suppliers which are subject to the returns policy of the individual supplier.
We do not accept returns for items below. For such purchases, please inspect the item carefully upon delivery and if necessary, reject/return it on the spot:
- Innerwear, swimsuits, gym wear, sleep wear and lingerie.
- Perfumes and cosmetics.
- Health & wellness products.
- Baby care products, breast nipple care, diapers, nappy, wipes and wipe warmers.
- Personal Care: Conditioners, Creams, Deodorants, Body and Skin care products.
- Hair & Hair Products
- Products damaged by negligence, water, fire, smoke or other insurable events
For missing items and damaged products with our delivery provider during delivery and return on the spot.
Pre requisite for Returns
Returns will only be provided for defective and wrong product delivered. Items can be returned within period of 15 days from delivery date and the return should be accompanied by:
- Proof of purchase – the document handed over to you together with the product, on delivery.
- Original packaging.
- Any free promotional items – gifts or accessories delivered with the purchased item.
To return an item, please go to https://helloomarket.com/index.php?route=account/return add you will get a form to request your return, or you can call to our customer support on 8420 to place your return request. We will keep you updated by email and customer support call about the status of your return request.
Upon return, a quality check will be performed by our aftersales team at the HellooMarket showroom center. Please ensure that the items meet the returns criteria state below as items that fail to meet the returns criteria will be returned to the customer after quality check is done.
After receiving your return and inspecting the condition of your item, we will start the replacement or refund process. Once your request process is finalized you will be provided with replacement, refund or store credit based on your preference.
- Customers can return items upon delivery on spot, if it’s not what they ordered or have a change of mind on the product.
- Items are returnable if they meet the below criteria:
Electronics and large appliances.
- Change of mind: item MUST BE SEALED, in original packaging, show no signs of usage, and include all accessories (including free bundled offers).
- Faulty products: item must be returned with original packaging and include all accessories.
- Wrong items delivered: item must be in original packaging, show no signs of usage, and include all accessories (including free bundled offers).
Fashion and other returnable items.
- For all return reasons, item should be in original packaging, show no signs of usage, and include all accessories (including free bundled offers).
Refunds and replacement process
- For all HellooMarket outside Addis Ababa, Ethiopia/ International returns, return the item(s) to any EMS/DHL/UPS drop-off points located across the Ethiopia and Globally.
- In Addis Ababa, Ethiopia, HellooMarket will send delivery personnel at the customer’s convenient location to pick up the returned item/s. If you return a defective, damaged or incorrect item, you’ll be refunded the full postage cost, once your return is processed. The refund will begin once we have received and approved filled forms and items required for the refund process to begin.
- Replacements will be delivered within the timelines set out in our shipping policy. To ensure your refund or replacement request is successful, please: Contact customer service on email@example.com or phone 8420 to inform them of the return and refund or replacement request.
- Confirm that the item to be returned is in the original packaging, is sealed (except for faulty items), and that all components are attached (no missing item).
- Once the item passes a quality check at our showroom/warehouse, HellooMarket will refund the full amount paid or exchange of item with same amount with previous purchase.
- Items sold and shipped in Ethiopia and returned to HellooMarket will be refunded in currency ETB
- Items sold and shipped outside Ethiopia and returned to HellooMarket will be refunded in currency USD.
- Customers who paid through our payment digital payment options, the customer will be reimbursed directly to their account digitally.
- It takes 2-5 business days for the refund to be processed and 15 business days for the refund amount to show up on the customer’s account for Items sold and shipped in Ethiopia.
- It can take up to 30 working days for an item to reach us, once customers return and 2-5 business days for the refund to be processed and for the refund amount to show up on the customer’s account for items sold and shipped outside Ethiopia.
Note: Before returning items on which you've saved personal information, such as laptops, cameras, or other electronic devices, erase this information complete.