Terms of service

1. Who we are and what these terms cover

This Site is operated by Haeli, a trading name of Excellent Era LLC, a California limited liability company. In these terms, "we", "us" and "our" mean Haeli; "you" means you, the person using the Site or buying from us; and the "Service" means the Site and everything we offer through it.

By using the Site or placing an order, you agree to these terms and to the policies referred to in them: our Returns and Refunds policy, Shipping policy and Privacy policy. If you do not agree, please do not use the Site.

Our store is hosted by Shopify Inc., which provides the e-commerce platform we sell through.

2. Using the Site

You must be at least the age of majority where you live, or have the consent of a parent or guardian.

You agree not to use the Site for anything unlawful, to break any law that applies to you, to upload malware, to scrape or spider the Site, to harass or abuse anyone, to impersonate another person, to collect other people's personal information, or to interfere with the Site's security. We may suspend or end your access if you do.

We may refuse service to anyone, at any time, for any lawful reason.

3. Orders, pricing and availability

Your order is an offer to buy. We accept it when we dispatch the goods, and until then we may decline or cancel it — for example if the item is out of stock, if there was a pricing or description error, or if we suspect fraud. If we cancel, we refund you in full.

We may limit quantities per person, household or order, and we may limit or refuse orders that appear to come from dealers or resellers. Prices, promotions and product descriptions can change at any time without notice.

Please keep your account and billing details accurate and up to date so we can complete your order and reach you if there is a problem.

Occasionally the Site contains typographical errors, inaccuracies or omissions about products, pricing, shipping charges, transit times or availability. We may correct these and change or cancel affected orders, including after you have ordered, and we will tell you if we do.

4. Our products and how to use them

Haeli products are cosmetics. They are intended to improve the appearance of the skin and are not intended to diagnose, treat, cure or prevent any disease. Product descriptions, ingredient percentages and results timelines on the Site describe typical cosmetic use; individual results vary.

Before first use, patch test on a small area of skin (such as the inside of the wrist or behind the ear) for 24 hours. Stop using the product and seek medical advice if irritation develops. Check the full ingredient list on the product page and packaging if you have known sensitivities. Keep out of reach of children and avoid contact with the eyes.

5. Our 60-day guarantee

Every Haeli order is covered by our 60-day guarantee, measured from the date of delivery. If you are not happy with your results, you can return your order, opened or not, for a refund on the terms set out in our Refund policy.

6. Delivery and risk

We currently ship to addresses in the United States only. Your order is our responsibility until it is delivered to the address you gave us. If it is lost in transit and never delivered, that is on us, and we will replace or refund it. Once it has been delivered, it is yours, and what happens to it after that is not something we are responsible for.

7. Free gifts

Gifts with purchase are offered when an order meets the stated conditions, while stocks last, and are optional. If a gift is out of stock, we may substitute a comparable alternative.

Gifts are not sold to you and are not separately refundable, and you do not need to return a gift when you return an order under our guarantee. If a gift arrives faulty or damaged, tell us and we will replace it.

8. Intellectual property

The Site and everything on it — our product designs, artwork, formulas, packaging designs, photographs, text, graphics, page layouts, software, and the Haeli name and logo — are owned by Haeli or our licensors and are protected by copyright, trademark and other laws.

We give you a personal, non-exclusive, non-transferable, revocable license to view and use the Site to shop with us. You may not copy, reproduce, republish, sell, resell, distribute, or create derivative works from any part of the Site or our designs without our written permission, and you may not reproduce our name, logo or packaging on products of any kind.

Buying a product gives you ownership of that physical item. It does not transfer any rights in the design printed on it.

9. Things you send us

If you send us ideas, suggestions, designs, reviews, photos or other material, whether we asked for it or not, you grant us a worldwide, royalty-free, perpetual license to use, edit, reproduce and publish it, in any medium, without payment or attribution. We are not obliged to keep it confidential, pay for it, or reply to it.

You are responsible for what you send. It must be yours to send, must not infringe anyone's rights, and must not be unlawful, abusive, obscene, defamatory or misleading. We may remove any content at our discretion.

10. Your personal information

How we handle your personal information is set out in our Privacy policy, which includes your rights under California law and how to opt out of the sale or sharing of your information for advertising.

11. Third-party tools and links

The Site uses third-party tools and links to third-party websites that we do not control. We provide access to them as-is, we do not endorse them, and we are not responsible for their content, accuracy or practices. Use them at your own discretion and read their terms. Complaints about a third party's product should go to that third party.

12. Changes to the Service

We may change, suspend or discontinue any part of the Service at any time. We are not liable for doing so, but this does not affect orders you have already placed and paid for — if we cannot fulfil an order, we refund it.

13. Disclaimer of warranties

Except for the 60-day guarantee in section 5 and except for rights you have under law that cannot be excluded, the Site and the Service are provided "as is" and "as available", without warranties or conditions of any kind, express or implied. We do not warrant that the Site will be uninterrupted, timely, secure or error-free, or that any results obtained from it will be accurate or reliable.

For clarity: nothing in this section limits or excludes the guarantee in section 5, our obligations under section 6, the remedies for faulty or damaged goods in our Returns and Refunds policy, or any consumer right that cannot be waived.

14. Limitation of liability

To the fullest extent the law allows, we are not liable for indirect, incidental, special, punitive or consequential damages, or for lost profits, lost revenue, lost savings or loss of data, arising out of your use of the Site or any product bought through it.

Our total liability to you for any claim relating to a product or order is limited to the amount you paid for that product or order.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded.

15. Indemnification

You agree to indemnify and hold harmless Haeli and its members, officers, employees, agents and suppliers from any third-party claim, including reasonable legal fees, arising from your breach of these terms or your violation of any law or third-party right. This does not apply to claims arising from our own acts or omissions.

16. Governing law and disputes

16.1 Talk to us first

If something goes wrong, email support@haeli.co with your order number and what you would like us to do. We will try to resolve it within 30 days. Most disputes end here, and this step costs you nothing.

16.2 Governing law and courts

These terms are governed by the laws of the State of California, without regard to its conflict-of-laws rules. Any dispute that we cannot resolve informally will be brought in the state or federal courts located in Orange County, California, and you and we consent to the jurisdiction of those courts. Either of us may still bring a qualifying claim in small claims court.

17. Text messages

If you sign up for our text messages, the messaging terms shown in the sign-up form apply alongside these terms. Message frequency varies and message and data rates may apply. Reply STOP at any time to opt out, or HELP for help.

18. General

Termination. These terms apply until either of us ends them. You can end them by ceasing to use the Site. We can end them, and withdraw your access, if you breach them. Obligations incurred before termination survive it.

Severability. If any provision is held unenforceable, it is severed and the rest stays in force.

No waiver. If we do not enforce a right, we have not waived it.

Entire agreement. These terms, together with the policies they link to, are the whole agreement between us about the Service, and replace any earlier version. Any ambiguity will not be read against either of us simply for having drafted it.

Changes. We may update these terms by posting a new version on this page, with a new date at the bottom. Changes are not retroactive: the version in force when you placed your order governs that order.

19. Contact

Haeli
support@haeli.co

Last updated: 9 November 2026