Terms & Conditions

LAST UPDATED: SEPTEMBER 2026

These Terms & Conditions apply to your use of the Heliore website and to purchases made through it. By accessing or using the website, or by placing an order, you agree to these Terms. If you do not agree, please do not use the website or place an order. You may use the website for lawful purposes only.

1 About Heliore
These Terms apply to purchases made through the Heliore website and to use of the website and its services.

2 Website Information
We make reasonable efforts to ensure that the information on our website is accurate and up to date. However, we do not guarantee that all information, descriptions, images, prices or other content will always be complete, accurate or free from errors. Product information should be considered alongside the relevant product description, instructions and safety information.

3 Website Availability
We may update, modify, suspend or temporarily restrict access to all or part of our website for maintenance, security, technical or other reasons. We will aim to keep the website available, but we cannot guarantee uninterrupted or error-free access.

4 User Accounts
Where an account is available, you are responsible for providing accurate information and keeping your login details secure. You must not share your account details with others or use another person’s account without permission. We reserve the right to suspend or terminate an account where we reasonably believe it has been misused or these Terms have been breached.

5 Artificial Intelligence Services
Where Heliore provides AI-powered features, these are intended to provide general information, assistance and suggestions. AI-generated responses may not always be accurate, complete or up to date and should not be treated as professional, legal, medical, financial or other specialist advice. You are responsible for checking information before relying on it. You must not use Heliore’s AI services for unlawful, harmful, fraudulent or abusive purposes, or submit confidential information or personal data belonging to another person without appropriate permission.

6 Intellectual Property
All content on the Heliore website, including our name, logo, branding, photographs, product images, text, graphics and other materials, belongs to Heliore or is used with permission. You may view and use the website for personal purposes, but you must not copy, reproduce, modify, distribute or commercially use our content without our prior written permission.

7 Products
We make every effort to ensure that product descriptions, photographs, colours and dimensions are accurate. However, slight variations may occur due to photography, screen settings and the nature of handmade or natural materials.

Product availability is subject to change. If an item becomes unavailable after you place an order, we will contact you and provide an appropriate refund where applicable.

8 Orders
When you place an order, you are making an offer to purchase the selected products. Your order is accepted once we send you an order confirmation.

Please check your delivery and order details carefully before completing your purchase. Heliore cannot be responsible for incorrect information supplied by the customer.

9 Prices & Payment
All prices are shown in GBP (£) and include applicable VAT where required.

Delivery charges, if applicable, will be shown before you complete your purchase.

We accept the payment methods displayed at checkout. Payment must be successfully received before an order is dispatched.

10 Delivery
We aim to dispatch orders within 3–5 working days. Estimated delivery times are provided at checkout or in your order confirmation. Delivery times may occasionally be affected by circumstances outside our reasonable control.

Once your order has been dispatched, you may receive tracking information where available.

11 Damaged or Incorrect Items
Please inspect your order when it arrives.

If your product arrives damaged, faulty or incorrect, please contact us as soon as possible at heliorelondon@gmail.com, including your order number and photographs of the issue.

We will assess the issue and provide the appropriate remedy in accordance with your legal rights.

12 Product Care & Safety
Our products, including fragrance diffusers and fragrance oils, must be used and stored according to the instructions supplied with the product.

Keep products away from children, pets, flames and sources of heat where applicable.

Please read all product labels, ingredients and safety instructions before use.

Heliore cannot accept responsibility for damage caused by misuse, failure to follow product instructions or improper storage.

13 Returns & Cancellation
For eligible online purchases, you have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

If you cancel your order, you must return the goods to us within 14 days of notifying us of your cancellation.

Returned products should be unused, intact and, where reasonably possible, in their original packaging. You may handle the goods only to the extent necessary to establish their nature, characteristics and functionality.

Certain products may be excluded from cancellation where permitted by law, including sealed products which are not suitable for return for health or hygiene reasons once unsealed.

Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost of returning the goods.

Where you exercise your legal right to cancel, we will refund the payments received from you, including the cost of standard delivery where applicable, within the timeframe required by law.

14 Faulty Products & Consumer Rights
Nothing in these Terms & Conditions affects your statutory rights as a consumer.

If a product is faulty, not as described or does not meet the required legal standards, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and applicable UK consumer law.

15 Refunds
Where a refund is approved, we will process it using the original payment method unless otherwise agreed.

For cancelled online orders, we may wait until the goods have been returned or you provide evidence that they have been sent back, where permitted by law.

16 Third-Party Websites
Our website may contain links to third-party websites or services. Heliore is not responsible for the content, availability, security or privacy practices of third-party websites.

17 Privacy
We process personal information in accordance with our Privacy Policy:
/privacy-policy

18 Limitation of Liability
Heliore is not responsible for losses that result from circumstances outside our reasonable control, or from misuse of our website, products or services.

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for faulty goods, goods that are not as described, or your statutory consumer rights.

19 Changes to These Terms
We may update these Terms & Conditions from time to time. The latest version will be published on this website. The terms applying to your purchase will be those in effect when you place your order. Your continued use of the website after changes are published means that you accept the updated Terms.

20 Governing Law
These Terms & Conditions are governed by the laws of England and Wales, unless applicable consumer law provides otherwise. Any disputes will be dealt with by the courts of England and Wales, subject to any mandatory consumer rights that may apply.

21 Contact Us
If you have a complaint or question about an order, or any questions about these Terms, please contact:

Heliore Customer Support
Email: heliorelondon@gmail.com