Refund policy

Return & Refund Policy

Thank you for choosing Helios. We stand behind our product and want you to feel completely confident in your purchase. Please read our return and refund policy carefully below.

 

90-Day Money-Back Guarantee

We offer a 90-day money-back guarantee on all Helios orders. If you have used the product consistently and seen no results, you may request a refund within 90 days of receiving your order.


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 time of claim)
  • Return the product to our US facility before the refund is processed
  • Provide proof of purchase


Important: Refunds are only available where no results have been seen after consistent use. Change of mind or personal preference alone does not qualify.


Defective or Damaged Products

If your Helios toothbrush arrives damaged or stops working, we will gladly provide a free replacement or full refund free of charge.


Customers must report the issue within 24 hours of receiving the item if it arrived damaged, or within 90 days if it stops working during use.


To submit a defective product claim, please provide:

  • Clear photos or video of the defective or damaged item, along with the packaging if possible
  • A brief description of the issue
  • Your order number and proof of purchase


Please note: if no photo or video evidence is provided, we are unable to process your claim.

 

How to Initiate a Return

To start the return process, contact our support team with your order number and reason for return. Once your return is approved, we will provide instructions on how to ship the product back to our US facility.


  • Step 1: Contact our support team to initiate your return
  • Step 2: Provide your before and after photos and proof of purchase
  • Step 3: Ship the product back to our US returns address (provided upon approval)
  • Step 4: Once received and inspected, your refund will be processed within 10 business days


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

 

Not Eligible for a refund or replacement:

Delivery Confirmation from Carrier:

If the carrier confirms the package was delivered to the address provided, we are unable to process a refund or replacement. This includes situations where the tracking information shows successful delivery.


Delivery Attempt / No Access to Location:

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

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


Missing Package Claims Filed After the Time Frame:

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


Incorrect Shipping Information:

If the address provided during the order process was incorrect and the carrier delivered the package to the wrong location, we cannot be held responsible for lost or misdelivered packages.

 

Cancellations

We are unable to cancel or amend orders once they have been placed. All orders are processed and dispatched immediately after purchase.


Please ensure your order details are correct before completing your purchase.


Refunds

Once your return is received and approved, a refund will be processed to your original payment method within 10 business days. Please allow additional time for the refund to appear depending on your financial institution.


If more than 15 business days have passed since your return was approved and you have not received your refund, please contact our support team for further assistance.


Order Delivered but Not Received

If your tracking shows your order as delivered but you have not received it, please contact us within 14 days of the delivery date. We will work with you to investigate and resolve the issue.

 

Contact Us

If you have any questions about our return policy or need to initiate a return, please reach out to our support team. We are 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 will make it right.