HELSY

HELSY

Warranty and after-sales service

Warranty and after-sales service

Warranty Policy and After-Sales Service – Helsy Store

At Helsy Store, we are committed to providing high-quality products and outstanding after-sales service to ensure customer satisfaction and the continued efficiency of our products for as long as possible.


Warranty period

  • All electrical appliances sold through Helsy Store are covered by a two-year warranty from the date of invoice.
  • Water desalination units are covered by a two-year warranty on all electrical parts, subject to the terms and conditions outlined in this policy.

Conditions for guaranteeing desalination devices

To benefit from the warranty for its entire duration, the following requirements must be met:

  • Filter replacement schedule: Stage 1 filter: every 6 months.
  • Second stage filter: every year.
  • Third stage filter: every two years.

Regular maintenance schedules and timely replacement of filters are required to maintain device performance and ensure the warranty remains valid.


Warranty maintenance requirements

  • Do not perform any maintenance, modification or repair of the device by unauthorized parties.
  • Use the device according to the attached instructions and user manual.
  • Install the device in a suitable indoor location away from direct sunlight and weather conditions.
  • Use only original spare parts and accessories.
  • Contact customer service immediately if you notice any malfunction, leak, or operational problem.

Violation of any of the above conditions will result in the cancellation of the guarantee.


What does the warranty cover?

The warranty includes:

  • Repairing faults resulting from manufacturing defects.
  • Replacing the part damaged due to a manufacturing defect.
  • The product will be replaced entirely if it cannot be repaired according to the assessment of the technical department.

What is not covered by the warranty?

The warranty does not cover the following cases:

  • Consumables that are replaced periodically, such as filters, candles, and consumable accessories.
  • Malfunctions resulting from misuse, negligence, or incorrect installation.
  • Opening the device, tampering with it, or making unauthorized modifications.
  • Using non-original spare parts.
  • Damage resulting from impacts, breakage, or external accidents.
  • Damage resulting from failure to adhere to the filter change schedule and periodic maintenance.
  • Damage resulting from a blocked or closed drain line.
  • Damage resulting from the use of unstable electrical sources or electric generators.
  • Damage resulting from delaying repair of faults or continuing to operate the device after the fault appears.

Water and operating conditions

Desalination units are designed to work efficiently with public network water within recommended operating limits.

Therefore, the warranty does not cover:

  • Malfunctions resulting from the use of well water or highly saline water that exceeds the device's operating specifications.
  • Malfunctions resulting from a total dissolved solids (TDS) level exceeding 1050 parts per million (ppm) .
  • Malfunctions resulting from the use of water containing high levels of sulfur, sediment, or pollutants that affect the pumps and components of the device.

Warranty claim requirements

To benefit from the guarantee services, you must:

  • Provide the original purchase invoice or order number.
  • The product must be within the warranty period.
  • The device should be inspected by an authorized technical team to determine the cause of the malfunction.

After-sales service

Helsy Store provides technical support, follow-up, and periodic maintenance services to help customers achieve optimal performance for their desalination and water filters.

After-sales services include:

  • Technical support and consultation.
  • Monitoring technical malfunctions.
  • Providing original spare parts.
  • Assistance in diagnosing operational problems.

Contact customer service

For technical support, warranty services, and after-sales service, please contact us via:

Phone number: +966508830308

Email: [email protected]

We are happy to serve you and are committed to providing the best user experience and technical support to Helsy Store customers.