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Refund & Return Policy

We want you to love your purchase from Hello Good Friend! If something isn’t quite right, we’re here to help.

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Last updated: October 24, 2025

Thank you for shopping with Hello Good Friend. Each piece is handmade with care, and we want you to love your purchase. Please read our refund and return guidelines below.

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1. Custom & Personalized Orders

  • Due to the custom nature of these items, custom or personalized orders are non-refundable and cannot be returned or canceled once production has started.

  • If your custom item arrives damaged or incorrect, please contact us within 7 days with photos and your order number — we’ll make it right.

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2. Standard (Non-Custom) Items

  • You may request a return for non-custom items within 7 days of delivery.

  • Items must be unused, in original condition, and in original packaging.

  • Return shipping costs are the responsibility of the customer unless the item arrived damaged or there was an error on our part.

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3. Damaged or Incorrect Items

  • If your order arrives damaged or you received the wrong item, contact us within 7 days of delivery.

  • Please include your order number and clear photos of the product and packaging.

  • We will offer a replacement or refund depending on the situation.

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4. Lost or Delayed Packages

  • Once your order is handed to the shipping carrier, delays or lost packages are beyond our control.

  • If your package is lost in transit, reach out to us — we’ll assist with filing a claim or finding a solution.

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5. Cancellations

  • Orders may be canceled within 24 hours of purchase as long as production has not begun.

  • After 24 hours or once work begins, cancellations are no longer possible.

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6. Refund Process

  • Once a return is approved and the item is received in its original condition, we will issue a refund to your original payment method.

  • Refunds may take 5–10 business days to appear depending on your bank or payment provider.

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7. Contact Us

To request a return, refund, or to report an issue, please contact us:
Email: hello@hellogoodfriend.com
Business Name: Hello Good Friend

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