Refund/Return/Exchange Policy

Return

We have a 30-days return policy, which means you have 30 days after receiving your item to request a return and send the item back to us. 

We offer 14-days change of mind period for our customers, if you think the item is not as described, please contact our support team at info@heliostia.com and we will assist you with your concerns.

To be eligible for a return/refund, your item must be in the same condition that you received, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Please note: the return postage is on customer’s own expense.

We Strongly recommend customers using a traceable shipping method for return in case of delay or loss, please provide the tracking number once you have shipping the item back to us. 

To start, you can contact us at info@heliostia.com with photos and your order number. If your return is accepted, we’ll send you an email to confirm, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at info@heliostia.com.

Damages and issues

Please inspect your order upon received and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can determine the issue and provide the right solution.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns/exchange/refund on gift card purchase as well as the following circumstances:

1. Wear and tear.
2. Color difference due to reflection, lighting and sun exposure.
3. Damage due to improper use or care.
4. Outside 30 days period from the date of received.
5. Incorrect shipping details given and ended up at someone else addresses.
6. Removed of label and in an unsellable condition.

Exchanges

We will post a new item once the item has been returned and accepted. 

Please note: the return postage is on customer’s own expense.

We Strongly recommend customers using a traceable shipping method for return in case of delay or loss, please provide the tracking number once you have shipping the item back to us. 

Request for exchange need to be sent to info@heliostia.com with photos/reason and your order number. Once accepted, we will send you a confirmation email with instruction.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the return is approved or not within 5 business days. If approved, the refund will be processed and automatically applied to your original payment method.

We offer a 100 % money back guarantee for defective item, however for change of mind shipping cost is non-refundable as the delivery was completed by the courier. We will need to deduct $12 for NZ domestic, $25 for Australia and $48 shipping cost for the rest of the world from the payment you made, and refund the rest to you. We provide subsidy for the shipping cost when you purchase the item, however when request for refund, we will need to charge the full price for the shipping cost, thus will be different to the additional shipping amount that you paid at the check out. 

Please remember it can take some time for your bank or credit card company to process, if you haven't received the refund after 14 business days please contact us on info@heliostia.com.