PRODUCT RETURN POLICY
Defective products due to manufacturer:
1-for-1 exchange for manufacturer defects within 3 days (from the time of receipt)
Product Exchange:
Products can be exchanged for an item of equal or higher value within 7 days from the time of receipt, only applicable for products that are intact (no dents/scratches... physical defects).
The value of the exchanged product is calculated based on the current selling price.
Products can only be exchanged once, from the initial purchase date.
Helios does not apply exchanges in the following cases:
- Customers who purchased directly at the store (please carefully inspect the product before leaving)
- Customers who purchased discounted products during Helios's sale-off period
For products with manufacturer defects, customers can exchange the product without limitation.
Exchange/Return Costs:
Exchange for manufacturer-defective products: Helios will bear all costs.
Online exchange: For shipping costs for exchanges (two-way), Helios will cover 50% of the cost. For online exchanges for Platinum-tier customers or higher: Helios will cover all shipping costs.
Online return:
- For manufacturer defects: HELIOS bears all shipping costs.
- For other cases: Customers pay a 40,000 VND delivery fee.
The value of the exchanged product is calculated based on the current selling price.
Refund Policy:
- Helios will issue a refund when the product defect is entirely from Helios's side, not matching the description. For example: a product described as yellow but received as silver, a product not made of the promised material... Helios refuses refunds when customers use the product incorrectly according to Helios's instructions.
- Refund period: Within 5 days from when both parties agree on the refund decision due to product defects from Helios's side.
- Helios will not issue a refund when customers place a deposit to order special products as requested (sizes outside available sizes, custom modifications, custom designs,...) within the agreed-upon timeframe. The reason is that once an order is placed, the production department immediately starts manufacturing, incurring significant related costs. Customers should note and carefully consider before placing custom orders. Beyond the committed timeframe, customers may request to cancel the order without incurring any costs.
* The exchange and return policy may change according to Helios's policy at different times.
