Return/Exchange
If the product you ordered has a manufacturing defect, you can return it to us for a refund or exchange within 7 days of receipt. Unfortunately, we cannot accept returns after 7 days.
To be eligible for a return, you will first need to email support@heliosglobalbrand.com to receive a return authorization number and we will get back to you within 24 hours with details on how to process your return or exchange.
To complete your return, we require a receipt or proof of purchase. Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
There are certain situations where only partial refunds are granted. Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Please allow 1 business days for us to process your return or exchange.
Sale items, special orders, and custom jewelry are final sale and cannot be returned or exchanged. All returned merchandise must be in its original condition.
Customers are responsible for all shipping costs unless the item is damaged or we made a mistake.
A $9.90 re-stock fee will apply to all returned items.
Refunds
Helios will refund when the product is completely defective from Helios, not as described. For example: the product is gold when receiving a silver product, the product is not the right material as committed... Helios refuses to refund when the customer uses it incorrectly according to Helios' instructions.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@heliosglobalbrand.com
Product exchange:
- We only replace items if they are defective or damaged, only applicable to intact products (no distortion/dents/scratches... physical defects).
If you need to exchange for a similar item, please email us at support@heliosglobalbrand.com
The value of the exchanged product is calculated based on the current selling price.
- For cases where we have sent an email to reconfirm the size of products such as rings, bracelets, necklaces with videos and pictures to guide customers on how to measure and check the size, we will refuse to return the product for FREE and will CHARGE based on the actual situation, at least $10 shipping costs to return the goods to the warehouse
Note: for products with sizes, we will send an email with attached pictures of size measurement instructions, please check your email and reconfirm your size.
According to our policy, we will accept returns within 7 days and CHARGE IF IT IS NOT A MANUFACTURER'S DEFECT.
We are not responsible for lost packages and we cannot issue a refund if your package is lost or damaged. Please insure the package for the full amount of the merchandise you are sending back to us. We are not responsible for missing packages.
