Refund policy

RETURN AND REFUND POLICY

Cancelling your order

You may cancel your purchase without giving a reason by notifying us within 14 days after the day you receive your goods. For orders delivered separately, this period starts after you receive the final item.

Email hello@heliorelondon.co.uk with a clear statement that you wish to cancel. Including your order number will help us find your purchase.

Returning items

After notifying us, please send the items back within a further 14 days.

We provide prepaid UK return postage and return instructions. Contact us to arrange this, and retain your proof of posting.

Return address: 275 Malpas Road, Newport, NP20 6WA

Item condition

You may inspect goods as you would in a shop. Please take reasonable care of them and package returns securely, using the original packaging where possible.

We may reduce your refund if handling beyond what is necessary to establish the nature, characteristics and functioning of the goods has reduced their value.

Refunds

We will refund you using your original payment method, without a refund fee, within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.

When you cancel your whole order, we also refund any standard outbound delivery charge paid. Any additional cost for an express delivery upgrade is not refundable for a change-of-mind cancellation.

Exchanges

We do not offer direct exchanges for changes of mind. Please return the item for a refund and place a separate order for your preferred item.

Faulty, damaged or incorrect items

Contact hello@heliorelondon.co.uk if your item is faulty, damaged or incorrect. We will arrange an appropriate remedy and cover necessary return postage. Your statutory rights are unaffected by our change-of-mind return window.

Optional cancellation form

You may use this form, but you do not have to:

To: Heliore London
Email: hello@heliorelondon.co.uk

I give notice that I cancel my contract for the following goods:
Goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature, only if submitted on paper: