PRODUCT RETURN POLICY
Product defect due to manufacturer:
Support 1 for 1 exchange when detecting manufacturer's defect within 3 days (from the time of receipt)
Product exchange:
Products can be exchanged for equal or higher value within 7 days from the date of receipt. Exchanges can only be made for intact products (no distortions/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 time of first purchase.
Helios does not apply to the following cases:
- Customers who purchased directly at the store (please check the product carefully before leaving)
- Customers who bought discounted products during Helios' sale off
For products with manufacturer defects, customers will be able to exchange products without limit.
Return costs:
Exchange of defective products due to manufacturing: Helios will bear all costs.
Online exchange: Helios will cover 50% of the shipping cost (2 ways). Online exchange for Platinum customers and above: Helios will cover all shipping costs.
Online returns: (only applicable to products with manufacturing defects) all shipping costs are covered by Helios.
The value of the exchanged product is calculated based on the current selling price.
Refund policy:
- Helios will refund if the product is completely defective from Helios, not as described. For example: the product is gold but received silver, the product is not made of the right material as committed... Helios refuses to refund if the customer uses it incorrectly according to Helios' instructions.
- Refund period: Within 5 days from the date both parties agree to refund due to product errors from Helios.
- Helios does not refund when customers deposit to order special products according to request (size outside of available size, edit according to request, design according to request,...) within the discussed time. The reason is that when receiving the order, the production department has already produced it, so the related costs are very large. Customers should note and consider carefully before ordering according to request. Outside the committed time, customers can request to cancel the order without incurring any costs.
* Return policy may change according to Helios policy at any time.
