Policies

Product Safety and Care Policy

7.1General Product Use

Customers should:

• read the product description
• follow all instructions and warnings
• use the product only for its intended purpose
• inspect the product before use
• keep packaging and care information
• clean and store the product correctly; and
• stop using a product that appears damaged or unsafe.

7.2Cosmetics and Skincare

Where Helova sells cosmetics or skincare products, customers should:

• review the ingredient list before use
• check for known allergies
• perform a patch test where appropriate
• avoid use after the stated expiry date
• protect the product from excessive heat and direct sunlight
• avoid eye contact unless the product is specifically designed for that area
• avoid sharing products where contamination may occur; and
• stop use if irritation, swelling, discomfort or another unusual reaction develops.

Customers with allergies, sensitive skin, pregnancy-related concerns or medical conditions should seek suitable professional advice before using an unfamiliar product.

7.3Makeup Brushes, Sponges and Puffs

Makeup brushes, sponges and puffs should be cleaned regularly and allowed to dry fully before reuse.

They should not be shared without suitable cleaning and hygiene precautions.

Customers should replace them when they become:

• damaged
• heavily worn
• difficult to clean
• misshapen; or
• unsuitable for hygienic use.

7.4Reusable Makeup-Remover Products

Reusable makeup-remover pads should be washed before first use and cleaned after use according to the product instructions.

They should be allowed to dry completely before storage.

Customers should stop using a pad that becomes damaged, excessively worn or impossible to clean safely.

7.5Facial Tools

Facial tools such as jade rollers, gua sha tools and facial-cleansing accessories should:

• be cleaned before and after use
• not be used on broken or irritated skin
• not be shared without suitable cleaning
• be handled carefully to avoid breakage; and
• be stored in a clean, dry location.

7.6Satin Products

Satin pillowcases, eye masks, robes, scrunchies, sleep sets and hair accessories should be washed and stored according to their care label or product instructions.

Damage caused by the following is not normally considered a manufacturing defect:

• unsuitable detergent
• bleach
• excessive heat
• prohibited tumble drying
• incorrect ironing
• sharp objects
• rough surfaces
• improper storage; or
• failure to follow washing instructions.

7.7Hair Accessories

Hairbands, scrunchies and heatless curlers should not be pulled beyond their intended capacity.

Customers should discontinue use if elastic, seams, fasteners or fabric become damaged.

Heatless hair products should not be worn in a way that causes pain, excessive tension or discomfort.

7.8Electrical or Battery Products

Where a product uses electricity, batteries or charging cables, customers should:

• use only the stated voltage and charging method
• keep the product away from water unless it is expressly described as waterproof
• avoid using damaged cables
• avoid disassembling or modifying the product
• keep it away from young children
• stop use if it overheats, leaks or smells unusual; and
• follow all included instructions.

7.9Storage and Temperature

Beauty, skincare and personal-care products should be stored in a clean, dry location away from:

• direct sunlight
• excessive heat
• freezing temperatures
• moisture
• contamination; and
• access by young children.

Products should not be left inside a hot vehicle or another location exposed to extreme temperatures.

7.10Reporting a Safety Concern

Customers who believe a product may be unsafe should stop using it and contact Helova through the Contact page.

The customer may be asked to provide:

• order number
• product name
• photographs
• video
• packaging information
• batch information where available
• description of what happened; and
• details of how the product was used.

Helova may ask the customer to keep the product and packaging available for inspection.