RETURNS POLICY
We offer a 30-day return policy, which means you have 30 days from the date you received your item to request a return.
To be eligible for a return, it must be in the same condition as you received it, unused or unused, with tags attached and in the original packaging. You must also use the receipt or proof of purchase.
Before returning, you must contact us at info@heltro.com
If your return is accepted, we will send you a return form and instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
To be eligible for a return, it must be in the same condition as you received it, unused or unused, with tags attached and in the original packaging. You must also use the receipt or proof of purchase.
Before returning, you must contact us at info@heltro.com
If your return is accepted, we will send you a return form and instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
Damages and problems:
When you receive your order, please check your order and contact us immediately if the item is defective, damaged or you have received the wrong item so that we can assess and correct the problem.
Exceptions/disposable items:
Certain types of items cannot be returned, e.g. specially made goods (e.g. tailored or personalized goods). Please contact us if you have any questions or concerns regarding your particular item.
If the customer has used free shipping for their order, the customer is responsible for the cost of returning the package to our warehouse in Shenzhen in the event of a return.
Exchange:
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase of the new item after accepting the return.
Decline:
We'll notify you once we've received and reviewed your return and let you know if the refund has been approved or not. If approved, you will automatically be refunded your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.
Refusal of delivery:
If a customer rejects the package upon delivery, an additional fee of €15 will be charged for further processing of the package and collection of the ordered goods. In addition, the customer must pay the cost of return shipping to our warehouse in Shenzhen.