Refund policy

Refund & Return Policy

At Hellzone, we take great pride in the quality of our anime merch and collectibles. Because many of our items are limited edition or fragile, we have a strict policy to ensure fairness to both the fans and our team.

🎥 The Mandatory Unboxing Video Rule

To be eligible for any return, refund, or exchange, you must record a continuous unboxing video of your package.

Start the video before opening: The video must show the package from all sides, clearly showing that the original courier seal and tape are intact.
No Edits/Cuts: The video must be a single, unedited clip.
Clarity: The video must clearly show the shipping label and the specific defect or missing item you are reporting.
Why? This is our only way to verify that damage occurred during transit or that an item was missing from the warehouse, protecting both of us from courier errors.

⚠️ Note: Failure to provide a valid unboxing video will result in the immediate rejection of your claim. No exceptions will be made.

1. Return Window

You have 7 days from the date of delivery to initiate a return or exchange request. After 7 days, we unfortunately cannot offer you a refund or exchange.

2. Eligibility Criteria

To be eligible for a return, your item must meet the following:

It must be in the same condition that you received it.
It must be unused and in its original packaging (including boxes, plastic wraps, and tags).
For action figures or sealed collectibles, the inner factory seal must not be broken.

3. Non-Returnable Items

Certain items cannot be returned:

Sale or clearance items (unless a manufacturing defect is proven via unboxing video).
Gift cards.
Items damaged due to customer mishandling.

4. The Refund Process

Once we receive and inspect your return:

We will send you an email to notify you that we have received your returned item.
We will notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days.

5. Exchanges

We only replace items if they are defective or damaged upon arrival (verified by video). If you need to exchange it for the same item, send us an email at support@hellzone.store.

6. Shipping Returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item over ₹2000, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

📩 How to File a Claim

If you have an issue, please follow these steps:

Email us: Send your order number and the Unboxing Video to support@hellzone.store.
Subject Line: Return Request - [Order #XXXXX].
Wait for Review: Our team will review the footage and get back to you within 48 hours.

By purchasing from Hellzone, you acknowledge that you have read and agreed to this Refund & Return Policy.

📸 How to Record the Perfect Unboxing Video

Follow these steps to ensure your claim is valid!

Check the Lighting: Ensure you are in a well-lit area so the camera can capture details clearly.
Show the Label: Start the video by focusing on the shipping label on the box. It must be legible.
The 360° View: Rotate the sealed package to show all sides, corners, and the bottom. This proves the package hasn't been tampered with or opened previously.
The Continuous Shot: Do not stop the recording or move the package out of the camera frame. Keep the camera rolling from the moment you start cutting the tape until the item is fully inspected.
The Close-Up: Once the item (like your new Demon Slayer figure or Hellzone keychain) is out, show it closely to the camera. If there is a scratch or a missing part, point it out immediately in the video.

💡 Pro Tip: Use a phone tripod or have a friend hold the camera so you can use both hands to safely open your gear!

Need more help?

If your question isn't here, hit us up!

Instagram: @hellzone.store
Email: support@hellzone.store