Refund policy

REFUND & RETURN POLICY

At HELIOS, every order is covered by our Arrival Guarantee. We want your product to
reach you in perfect condition. Please read this policy carefully before ordering.

1. WHAT IS COVERED
We accept refunds, replacements, or returns ONLY when an item arrives:
  • Damaged or broken,
  • Defective or not working, or
  • Incorrect (a different item than the one you ordered).

2. WHAT IS NOT COVERED
Because each order is prepared and shipped individually, we do NOT accept returns or
refunds for:
  • Change of mind, buyer's remorse, or "I no longer want it,"
  • Choosing the wrong option or quantity by mistake,
  • Ordinary wear from use after delivery,
  • Minor variations in color, packaging, or measurement that do not affect function.
All sales are final except for the covered cases listed in Section 1.

3. HOW TO MAKE A CLAIM
To be eligible, you must contact us within 14 DAYS of the delivery date shown by the
carrier's tracking. Email alejandro@heliosfinds.com with:
  • Your order number, and
  • A clear photo or short video showing the damage, defect, or incorrect item.
Claims submitted after 14 days from delivery, or without photo/video evidence, cannot
be processed.

4. RESOLUTION
Once your claim is approved, we will, at our discretion, either:
  • Ship a free replacement, or
  • Issue a full or partial refund to your original payment method.
For most claims we do NOT require you to ship the item back. If a return is requested,
we will provide the return address and instructions in writing first. Do not send any
item back before receiving our confirmation — unauthorized returns cannot be refunded.

5. REFUND TIMING
Approved refunds are issued to the original payment method. Please allow 5–10 business
days for the amount to appear, depending on your bank or card provider.

6. ORDER CANCELLATIONS
You may cancel and receive a full refund if you email us within 12 hours of placing the
order, as long as it has not yet been processed for shipping. After that, the order is
already in fulfillment and cannot be cancelled.

7. NON-DELIVERY
If tracking shows your order as delivered but you did not receive it, please contact your
local carrier first, then email us so we can help investigate.

8. CONTACT
All refund and return requests: alejandro@heliosfinds.com
We reply within 24–48 hours.