Return & Refund Policy

Thank you for choosing Helios. We stand behind our product and want you to feel completely confident in your purchase. Please take a moment to read our return and refund policy below so you know exactly how we’ll look after you.

Our 90-Day Money-Back Guarantee

Every Helios order is backed by a 90-day money-back guarantee. If you’ve used your device consistently and genuinely seen no results, you may request a refund within 90 days of receiving your order.

Your 1-year warranty activates when you register your device. Register within 30 days of delivery at tryhelios.co/welcome to lock in your coverage.

To be eligible for a refund, you must:

  • Submit your request within 90 days of your delivery date
  • Have used the product consistently throughout the 90-day period
  • Provide a before photo (taken before first use) and an after photo (taken at the time of your claim)
  • Return the product to our US facility before the refund is processed
  • Provide proof of purchase

Please note: refunds under the money-back guarantee are available only where no results have been seen after consistent use. A change of mind or personal preference alone does not qualify.

Defective or Damaged Products

If your Helios toothbrush arrives damaged or stops working, we’ll gladly provide a free replacement or a full refund — at no cost to you.

Please report the issue:

  • Within 24 hours of receiving your item if it arrived damaged
  • Within 90 days if it stops working during normal use

To submit a defective product claim, please include:

  • Clear photos or video of the defective or damaged item, along with the packaging where possible
  • A brief description of the issue
  • Your order number and proof of purchase
Important: we’re unable to process a claim without photo or video evidence.

How to Initiate a Return

To start a return, contact our support team with your order number and reason for return. Once your return is approved, we’ll send you instructions for shipping the product back to our US facility.

  1. Contact us — reach out to our support team to initiate your return
  2. Send your details — provide your before and after photos and proof of purchase
  3. Ship it back — return the product to our US returns address (provided on approval)
  4. Get refunded — once received and inspected, your refund is processed within 10 business days

Return shipping costs are the responsibility of the customer, unless the product is defective or damaged.

What’s Not Eligible for a Refund or Replacement

Delivery confirmed by the carrier

If the carrier confirms the package was delivered to the address provided, we’re unable to process a refund or replacement. This includes any situation where tracking shows successful delivery.

Delivery attempted / no access to location

If the carrier attempted delivery but the order was returned to the facility because the location was inaccessible, this is not eligible for a refund or replacement.

Please note: only the recipient can provide the personal details a carrier may require to investigate or confirm delivery status. For privacy and security reasons, we’re unable to share that information on your behalf.

Missing package claims filed after the time frame

If a claim for a missing package is submitted more than 14 days after the delivery date, the order may no longer be eligible for a refund or replacement.

Incorrect shipping information

If the address provided at checkout was incorrect and the carrier delivered to that location, we cannot be held responsible for lost or misdelivered packages.

Cancellations

We’re unable to cancel or amend orders once they’ve been placed — all orders are processed and dispatched immediately after purchase. Please double-check your order details before completing your purchase.

Refunds

Once your return is received and approved, your refund is processed to the original payment method within 10 business days. Depending on your bank or card provider, it may take a little longer to appear on your statement.

If more than 15 business days have passed since your return was approved and you still haven’t received your refund, please contact our support team and we’ll help right away.

Order Delivered but Not Received

If your tracking shows your order as delivered but it hasn’t arrived, please contact us within 14 days of the delivery date. We’ll work with you to investigate and resolve the issue.

Contact Us

If you have any questions about this policy or need to start a return, our support team is always happy to help.

Email: hello@tryhelios.co
Website: tryhelios.co

We want every Helios customer to be completely satisfied. If something isn’t right, we’ll make it right.