WARRANTY POLICY
| S925 SILVER PRODUCTS |
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• Helios' S925 Silver creations will be free of lifetime polishing. Customers please come to the store to experience the polishing service. Helios provides a specialized polishing service at a cost of 100,000 VND/product. Customers please send the product to Helios to perform the specialized polishing process at the factory. • The S925 Silver products at Helios will be warranted for free for the first 3 months in terms of technical aspects such as: Attaching loose stones, adjusting locks, replacing springs, replacing braided wires, reattaching charms (you must still have the charms) on leather products if there is a problem. The warranty period lasts up to 10 days. • Free replacement of CZ and synthetic stones during the product warranty period (3 months after purchase). The product warranty period for stone replacement lasts up to 10 days. • For natural stone, the product warranty period lasts up to 14 days, in special cases it can be longer. + In case of errors arising from the customer: Customers are requested to pay a fee to enjoy the stone replacement service. For more details on the fee, see the information below. • Adjusting, raising, or lowering the size will be charged according to Helios' price list here • After the warranty period, from the 4th month to the end of the 12th month, products damaged during use will be repaired and warranted for a fee depending on the product's damage. • After 12 months Helios will review the condition of the product to decide whether to repair or not (repairs are subject to a fee). * Warranty and repair are not applicable in the following cases: • Necklaces and bracelets are broken due to physical impact, other products are deformed or damaged too badly to be warranted or repaired. • Customer provides incorrect purchase invoice information. • Helios does not provide warranty when customers buy from others, only applies to the original buyer. • Helios does not accept warranty for products that have been repaired or intervened by warranty facilities other than Helios. |
| GOLDEN PRODUCTS |
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• Helios Gold products will be polished, renewed, and cleaned with specialized machines (ultrasonic, no plating) for free for the lifetime of the product. • Gold creations at Helios will be warranted for free for the first 6 months in terms of technical aspects, such as: Attaching loose stones, adjusting locks, replacing springs, replacing braided straps, and reattaching charms on leather products if problems arise. • Free replacement of CZ and synthetic stones during the product warranty period. • Adjusting, raising, or lowering the size will be charged according to Helios' price list here • From June to the end of the 12th month, products damaged during use will be repaired and warranted for a fee depending on each product problem. • After 12 months Helios will review the condition of the product to decide whether to repair or not (repairs are subject to a fee). * Warranty and repair are not applicable in the following cases: • Necklaces and bracelets are broken due to physical impact, other products are deformed or damaged too badly to be warranted or repaired. • Customer provides incorrect purchase invoice information. • Helios does not provide warranty when customers buy from others, only applies to the original buyer. • Helios does not accept warranty for products that have been repaired or intervened by warranty facilities other than Helios. Note: Gold products crafted at HELIOS are art and fashion products so they are not bought back. Helios will provide gold testing if requested by customers. |
| LEATHER PRODUCTS | |
| Free warranty period: 6 months from date of purchase | |
| Free warranty for technical errors caused by the manufacturer | |
| Technical error due to manufacturer | Warranty plan |
| Peeling off glue/stitch/edge paint | Repaint the edges and re-stitch the stitches. |
| Peeling, cracking skin | Replace |
| Metal accessories such as buttons, magnets, zippers, etc. are damaged. | Replacement accessories |
| Oxidized s925 silver accessories | Cleaning with specialized tools |
| Cases of warranty denial | |
| Errors due to improper storage, user error or out of warranty period: | |
| Product status | Reason for rejection |
| The product is torn or scratched due to external physical impact. | Error in use |
| The product is deformed due to contact with hard, sharp objects or animal bites, damaged due to water immersion or sun exposure. | Error in use |
| Color changes or distortions due to improper care or use of the wrong skin care products. | Error in use |
| Leather surface is stained with old stains, ballpoint pen ink, paint, detergents, etc. | Error in use |
| The product is too damaged, too old, such as aging leather and no longer has the adhesion of glue and thread. | Unrecoverable error |
| Accessories are damaged or scratched during use (locks, hooks, etc.) or due to the environment. | Error in use |
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Helios does not provide warranty when customers buy from others, only applies to the original buyer. Helios does not warrant products that have been repaired or tampered with by warranty facilities other than Helios. |
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* Warranty policy may change according to Helios policy at any time.
