PRODUCT RETURN POLICY
Manufacturer-defective products:
1-for-1 exchange for manufacturer defects within 3 days (from the time of receipt)
Product exchange:
Products can be exchanged for items of equal or greater value within 7 days from the time of receipt, applicable only to products in their original condition (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, calculated from the initial purchase date.
Helios does not apply exchanges in the following cases:
- Customers who purchased directly at the store (please carefully check 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 an unlimited number of times.
Exchange and return fees:
Exchange for manufacturer-defective product: Helios will cover all costs.
Online exchange: For shipping costs (two-way) for online exchanges, Helios will cover 50% of the cost. For online exchanges by Platinum-tier customers or higher: Helios will cover all shipping costs.
Online returns:
- For manufacturer defects: HELIOS covers all shipping costs.
- For other cases: The customer pays a 40,000 VND shipping fee.
The value of the exchanged product is calculated based on the current selling price.
Refund policy:
- Helios will issue a refund if the product defect is entirely from Helios's side, not matching the description. For example: a yellow product was ordered but a silver product was received, the product material is not as committed, etc. Helios refuses to issue refunds if the customer used the product incorrectly against Helios's instructions.
- Refund period: Within 5 days from when both parties agree on the refund decision due to a product defect from Helios's side.
- Helios does not issue refunds if the customer placed a deposit to order a special product upon request (custom size, custom modifications, custom design, etc.) within the agreed timeframe. This is because when an order for a special product is received, the production department immediately starts manufacturing, incurring significant costs. Customers should note and carefully consider before placing custom orders. Beyond the committed timeframe, customers can request to cancel the order without incurring any costs.
* The exchange and return policy may change according to Helios's policy at different times.
