Refund policy

This policy explains how returns and refunds work at Haeli. In this policy, "we" and "us" mean Haeli, and "you" means the person who placed the order.

Our 60-day guarantee

Give Haeli a real try. Use it twice a day for up to 60 days from the date your order is delivered. If you are not happy with how your skin looks, tell us within those 60 days and we will refund you.

Opened and used bottles are covered: you do not need to keep a bottle unopened to qualify, and you do not need to give us a reason, although we always appreciate hearing one.

How to start a return

  1. Email support@haeli.co with your order number within 60 days of delivery.
  2. We reply with a prepaid return label (United States addresses) and the return address. Please do not send anything back before you have them.
  3. Send back the bottle or bottles from your order, used or not, in any packaging that keeps them from leaking.

What you get back

  • A full refund of the product price you paid, to your original payment method.
  • No restocking fee and no handling fee.
  • Return shipping is free within the United States with our prepaid label.
  • Shipping you paid on the original order is not refunded, unless the item arrived damaged, faulty or wrong.

Refunds are issued within 5 business days of the return being received. Your bank may take a few more days to show it.

Bundles and free gifts

If you bought a multi-bottle bundle (for example, Buy 1 Get 1 Free), the guarantee covers the whole bundle: return the bottles you have, opened or not, and we refund what you paid for the bundle. Free gifts do not need to be returned.

Damaged, faulty or wrong items

If your order arrives damaged, leaking, faulty, or is not what you ordered, email support@haeli.co with a photo within 14 days of delivery. We will send a replacement or a full refund including shipping, at your choice, and you will not need to return anything.

If your skin reacts

Stop using the product and seek medical advice if needed. Email us and we will refund your order under the guarantee above.

Cancelling or changing an order

Email support@haeli.co with your order number within 12 hours of ordering and we will cancel or change it and refund you in full. After that we will still try, but some orders enter fulfilment quickly; if we cannot catch it in time, you can return it under the guarantee once it arrives.

Fair use

The guarantee is for genuine customers trying Haeli. We may decline a refund where we reasonably believe the guarantee is being abused, for example repeated claims on repeated orders, or claims on items resold to or bought from someone else.

Nothing in this policy limits your legal rights.

Last updated: 9 November 2026