Refund policy

Valid from: May 12, 2026

This refund policy explains how Hellweg handles refunds after receiving returned items, how long the process usually takes, and what you can do if you encounter any problems with the refund.

For information on how to return an item and what the return conditions are, please see our Return Policy .

All monetary amounts mentioned in this policy are stated in USD (US dollars) unless explicitly stated otherwise. The currency displayed before purchase and the actual amount charged are definitive.

1. Refund process

Once we receive your return, we will inspect the returned item, taking into account its condition and the applicable return policy.

Where necessary for the respective return, we also check whether the original packaging and the included accessories are present. This check does not restrict your statutory rights in the case of defective goods or your statutory right of withdrawal.

Once the review is complete, we will inform you by email whether the refund has been approved or whether further information is required.

Approved refunds are generally processed using the same payment method used for the original order. A refund via a different payment method is only possible if this can be agreed upon with the payment service provider and is legally permissible.

2. Accepted payment methods

The following payment methods are currently available at Hellweg:

• Afterpay
• Stripe

The available payment methods will be displayed during the ordering process. An order can only be completed using a payment method that is offered and available at that time.

3. Duration of the refund

After receiving and inspecting the return, we usually process approved refunds within 10 working days , unless legal regulations stipulate a shorter period.

After we have initiated the refund, it may take additional time for the amount to appear in your account. The duration depends on factors such as your bank, card issuer, or payment provider.

Statutory refund periods, particularly in connection with a valid cancellation, remain unaffected.

4. What to do if your refund has not been received?

If you have not received your refund within the expected timeframe, we recommend the following steps:

1. Check your bank statement and your payment account.
2. Check your account with the payment provider you used for the order.
3. Check with your payment provider about the processing time for the refund.
4. If necessary, contact your bank, as the processing time may vary depending on the institution.

If you have completed these steps and still require assistance, please contact us at support@hellweg.store. We will review the case and are happy to help.

5. Orders that are refused or cannot be delivered

If a delivery cannot be accepted or is returned to us, we will examine the specific circumstances of each individual case.

A reduction of the refund by the original shipping costs or return shipping costs of the shipping service provider will only be made if this is legally permissible and a corresponding basis exists in the specific case.

In the event of a valid exercise of the statutory right of withdrawal, the statutory provisions regarding the refund of payments and permissible shipping costs apply. Mandatory consumer rights remain unaffected.

6. Refunds for damaged, defective, or incorrect items

If your item was damaged, defective, or delivered incorrectly, please contact us as soon as possible at support@hellweg.store and describe the problem. Photos of the item and packaging can be helpful in processing your request.

We are investigating the matter and will inform you about the next steps. In the case of defective or incorrectly delivered goods, your rights are governed by the applicable legal provisions.

Your statutory rights, including the rights to subsequent performance, withdrawal or price reduction, provided their conditions are met, are not limited by this policy.

For more information on reporting damaged, defective or incorrectly delivered items, please see our Returns Policy .

7. Partial refunds

A partial refund is only possible if there is a legal or other permissible basis for it in the specific case.

In the case of a voluntary right of return, deviations from the expressly agreed return conditions may be relevant. In the case of a statutory right of withdrawal, compensation for diminished value may be considered under the statutory conditions if a loss in value is attributable to handling of the goods that was not necessary for examining their nature, properties, and functionality.

We will explain the reasons for any reduction in price in a comprehensible manner. Statutory consumer rights remain unaffected.

8. Refunds for discounts and special offers

If you used a discount code or special offer with your order, the refund will generally be based on the actual amount paid for the item or order in question.

In the case of partial returns, we take into account the original price calculation and the applicable legal provisions.

Statutory rights to reimbursement and any applicable terms and conditions for discount promotions remain unaffected.

9. Contact

If you have any questions about this refund policy or need help with a refund, please contact us using the contact details below.

Unternehmensname: Hellweg

Gesetzlicher Unternehmensname: HELLWEG Die Profi-Bau- & Gartenmärkte GmbH & Co. KG

Geschäftsadresse: An d. Ostbahn 3, 10243 Berlin-Bezirk Friedrichshain-Kreuzberg, Germany

Telefon: +49 30 29363960

E-Mail: support@hellweg.store

Website: https://hellweg.store/

Kundendienstzeiten: Montag bis Freitag, 9:00 bis 17:00 Uhr (Berliner Ortszeit)

Live-Chat: Rund um die Uhr verfügbar (24/7)

Übliche Antwortzeit: Innerhalb von 24 bis 48 Stunden an Werktagen

Zeitzone: Europe/Berlin (MEZ/MESZ)

Sie können uns außerdem über unsere Kontaktseite erreichen.