Lifetime Warranty

We stand behind the quality of our jewelry with a Lifetime Warranty, our guarantee that upon receiving the product, every jewelry item is free of material and manufacturing defects. This warranty is eligible to the original purchaser and valid for the duration of the original purchaser’s lifetime, beginning on the date of purchase from an authorized Helios Global retailer, and subject to applicable state or national laws governing the sales of consumer goods.

The warranty will immediately become void if the product is purchased from an unauthorized retailer or resold by the original purchaser to a new owner.

We work with our manufacturers to create handcrafted, ethically sourced pieces that are made to stand the test of time. We’re confident in the quality of our product. Please note this means that the warranty does not cover any lost items, scratches that come with normal wear and tear, improper use or storage of your product, and any modification to your product done by a third party.

To inquire if your jewelry is covered under this warranty, contact us with your name, address, order number, photo or video, and a detailed description of the issue at hand. Warranty claims must be accompanied by an acceptable proof of purchase from an authorized Helios Global retailer and are subject to approval.

What does the Lifetime Warranty Policy cover?

Our warranty policy follows specific criteria to determine if a claim is eligible for approval. Warranty policy coverage is intended to cover item damage or failure as the result of manufacturing and material quality issues, subject to reasonable durability limitations of the product materials and design.

The criteria for conditional approval of warranty coverage include the following:

• Damaged, loose or missing stones.

• Snapped bracelet strands.

• Broken necklace chains.

• Damaged and/or malfunctioning clasps

• Items that fell apart due to manufacturing issues.

Please Note: The criteria for approval may be overruled at any time for a rejection of your claim, should it be determined at our sole discretion that your claim involves one or more reasons for rejection, up to and including the rejection criteria listed below.

The criteria for rejection of a warranty claim will include, but not be limited to the following:

• Lost Items (No Exceptions).

• Stolen items.

• Oxidization, Discolouring and Tarnishing over time.

• Damage caused via interaction or exposure to extreme conditions such as temperatures and chemicals.

• Wear and tear from customer use.

• The natural breakdown of colours and materials over extended time and use, including rips, tears, holes, burns, pilling, and shrinking.

• Failure or damage caused by improper use or carelessness.

• Failure or damage caused by improper storage or maintenance.

• Failure or damage caused by repair or modification. This includes cleaning solutions that will tarnish the silver and remove the patina. These silver solutions are generally acidic.

• Alteration or damage caused by a third party.

• Any alterations of eyewear products including but not limited to replacing existing lenses with prescription lenses.

• Change of item ownership from one party to another through resale

• Item purchased from an unauthorized retailer.

• Sample sale items cannot be approved for a warranty replacement under any circumstances.

Subject to applicable law, while we always do our best to accommodate warranty claim requests, all warranty claims are assessed on a case-by-case basis and subject to approval at the sole discretion of the company based on the above criteria. Contact us if you believe that your warranty claim should fall within the criteria for approval. We will assess the issue and where necessary notify you about the status of the warranty claim.

Out-of-stock or Discontinued Replacements

What happens if my approved warranty replacement item is out of stock or discontinued?
If the original version of your approved warranty replacement item is unavailable for any reason, we will provide you with a gift card for the original purchase amount for your item.

Can I choose a different replacement item if the original version of my warranty-approved item is not available?
Unfortunately, you cannot choose a different replacement item if your original item is out of stock. A gift card will be issued to you for the original purchase value of your item, which can be used to purchase other items from our inventory at your discretionary

Timeline for Warranty Claims

How long does it take to hear back about a warranty claim?
Review time
Helios will review and make a decision within 2 to 4 business days, depending on case complexity and current support volume. This timeframe does not include shipping.

Important notes

• Missing details may delay the review.

• You may be asked for additional information.

• Next steps and instructions will be provided once the review is complete.

To speed things up, please include
Full name, address, order number, clear photos or video of the issue, and a detailed description.

Need help?
Contact: support@heliosglobalbrand.com