RETURN POLICY

1. Return Conditions:

1.1 Returns upon receipt:

If you discover that the package is dented, not intact, or has incorrect recipient information, please refuse to accept the package immediately upon receipt.

1.2 In cases after receiving the goods and making payment to the shipping carrier:

You have the right to request a return if you open the package and find one of the following defects:

1.3 Cases of product defects from the manufacturer:

The return policy follows the brand's specifications. In other cases, we regret that we cannot support the return policy. Cases for returns are as follows:

• The product packaging is torn, or damaged during transport.
• The product is incorrectly delivered, missing accessories, or missing accompanying gifts.
• The product is the wrong item or wrong color compared to the order.

2. Refund Methods:

For return orders due to errors in the entire order, we support a return and refund policy via bank transfer.

For partial return orders due to errors, we support product exchange (if the product is in stock) or a refund via bank transfer.

3. How to Return:

Please notify us within 24 hours (excluding Saturdays, Sundays, and public holidays as regulated) from the time of receiving the goods. We reserve the right to refuse to support any product complaints if you notify us after this period.

Customers are kindly requested to follow these steps to ensure a valid return process.

3.1 Visit helios.vn website or contact our hotline for customer service assistance.

3.2 If the return request is valid:

Within the next 48 hours, customers are kindly requested to choose a return method as instructed on the helios.vn website.

3.3 Return Content and Shipping Address:

HELIOS SILVER BUSINESS HOUSE
Address: No. 4 alley 104 Le Thanh Nghi, Bach Mai Ward, Hanoi City
Content: Return order number xxxxxx
(Subject to Helios's request at the time)

3.4 10 days after the order is confirmed for return:

And helios.vn has not yet received the returned goods, helios.vn will refuse to resolve any complaints and will consider that the customer no longer wishes to return this order.

3.5 Upon receiving the returned order:

helios.vn will proceed to inspect it to ensure the returned order meets the conditions in section 4.1. Customers will receive a notification in their order account within the next 7 days.

3.5.1 If the returned order is valid:

Customers will receive the refund to their bank account within 3 - 5 business days.

3.5.2 In case the order is NOT valid:

helios.vn will contact you to propose further solutions.

4. Valid Returned Order:

The necessary arrangements for exchange/return will be determined on a case-by-case basis. Please ensure all information required for exchange/return is complete and accurate for helios.vn to process the return in the shortest possible time.

4.1. Condition of Returned Order:

• The product is in its original condition as received.
• The order must be returned with all products in the order, including purchased items, accessories, and accompanying gifts.
• Each order can only request a return a maximum of 1 time.

4.2. A returned order is invalid if:

• Information has not been provided or is incomplete/inaccurate.
• More than 10 days have passed since helios.vn confirmed the "Return Request" and the returned order has not yet been received.
• The returned product is incorrect/insufficient compared to the information provided: missing product, missing gift, etc., from the order.
• Products do not meet the return standards in section 4.1, after inspection by helios.vn.

5. Awaiting Refund:

If the returned product meets the conditions in section 4, within 3-5 days (excluding Saturdays, Sundays, and public holidays), helios.vn will process the refund via bank transfer from the date the order is confirmed for refund.

If the product does not meet the conditions in section 4, helios.vn regrets that we cannot refund you. For any feedback regarding goods other than the reasons above, please contact helios.vn's Customer Service department for further advice.

Obligations of the seller and obligations of the customer in each transaction:

1. Seller's obligations:

• Provide goods of correct quality and quantity: The seller must ensure that the goods or services provided match the description, quality, and quantity agreed upon in the contract.
• Deliver on time: The seller must deliver the goods on time, at the specified location, and under the conditions committed in the contract.
• Provide relevant documents: The seller must provide all necessary documents such as invoices, warranty cards, shipping documents, and documents related to the ownership of the goods.
• Ensure the legitimate rights of customers: The seller must ensure that the goods do not infringe upon the legitimate rights of third parties, such as copyrights or intellectual property.
• Remedy defects, provide warranty: If the goods are defective or do not conform to the agreement, the seller is responsible for remedying, warranting, or exchanging according to the customer's request.

2. Customer's obligations:

• Pay on time: The customer must pay in full and on time as agreed in the contract.
• Receive goods on time: The customer must receive goods on time and under the agreed conditions, including inspecting the goods upon receipt.
• Report issues related to goods: If a defective product is discovered, the customer needs to promptly notify the seller for resolution in accordance with regulations.
• Provide accurate information: The customer is responsible for providing accurate information regarding requirements, delivery address, and payment method to facilitate the seller in carrying out the transaction.