At Helsy Store, we are committed to providing genuine, high-quality products and always strive for customer satisfaction. Should you encounter any issues with your product, you can take advantage of the following exchange and return policy, which is approved in accordance with the regulations of the Ministry of Commerce and Consumer Protection:
First: The time period for exchange and return
•The customer has the right to request an exchange or return of the product within 7 days of the date of receiving the order.
Second: General conditions for return and exchange (voluntary return)
The following conditions must be met for a return or exchange request for undamaged products to be approved:
• The product must be in its original condition at the time of purchase.
• The product must not have been used, installed, or operated.
• It must be inside the original packaging with all the included accessories and attachments.
• It must be free from any damage, breakage, or alteration resulting from misuse.
•Keep the original invoice or order number.
Third: Shipping and return costs and fees
In case of a manufacturing defect, damage, or error in the order: Helsy Store will bear all shipping and delivery costs. The customer is entitled to an exchange of the product or a full refund without any administrative fees or commissions.
•In case of return or exchange based on the customer’s wish (the product is intact): The customer bears a fixed and specified shipping fee of 25 Saudi Riyals to return the product to our warehouses, and it is deducted directly from the amount refunded to the customer.
•In case of order cancellation after it has been shipped and moved: If the customer wishes to cancel the order after the shipping label has been issued and the product has been delivered to the shipping company and moved, or if the customer refuses to receive the shipment from the representative without there being a defect in the product, the order will be canceled and a fixed and specified shipping fee of 50 Saudi Riyals will be deducted, and the remaining amount will be returned to the customer’s account.
Fourth: Cases that are not covered by exchange or refund
Returns or exchanges cannot be accepted in the following cases:
• Submitting the request after the 7-day return period has ended.
• Using the product, operating it, or starting its installation at the customer's location.
•Removal of the original packaging, loss of one of the essential accessories, or damage to the product's carton.
• Malfunctions or damages resulting from incorrect installation and operation by the customer, or failure to comply with operating instructions.
• Filters and consumables after installation, use, or opening of their packaging.
Fifth: Mechanism and method of recovering funds
•After receiving the returned product and inspecting it by the Helsy Store team, and verifying its safety and compliance with the conditions, the refund process is carried out.
•Refunds will be returned directly to the same original payment method or card used by the customer during the purchase (Mada, Visa, Mastercard, Tamara, Tabby, or Cash on Delivery via bank transfer).
•The full amount will be refunded (after deducting the applicable fixed fees, if any) within a period not exceeding 14 working days from the date of approval of the refund request, in accordance with the terms and procedures approved by the payment service providers and banks.
Sixth: Application steps (Contact us)
For any return or exchange request, you can contact the technical support team directly through the following channels:
• Technical support (WhatsApp): +966508830308
• Email: [email protected]
We are always happy to serve you and strive to provide the best shopping experience for Helsy Store customers.
Working hours and support:
Q: What happens if the order is cancelled after it has been shipped or if delivery is refused?
A: If the order is cancelled after it has been shipped and moved with the shipping company, or if the shipment is refused without a defect in the product, the order will be cancelled and the money refunded with a fixed shipping fee of 50 Saudi Riyals deducted.
Q: I received a damaged or incomplete product. Can I get a refund? A: Yes, Helsy Store guarantees that all products are carefully inspected and packaged before shipping. If a product is damaged or incomplete during transit, we are committed to immediately compensating or replacing it. A full refund will be issued within 7 days of inspection at no additional cost, provided that we are notified and photos are sent within 48 hours of receipt.
Q: How are cancellation and return fees handled for orders paid via (Tamara, Tabby, Taysir, Mada, or credit cards)? A: All refunds are processed according to the policies of the payment and card providers. Helsy Store is committed to refunding the full amount due to the customer to the original payment method without charging any administrative processing fees or hidden bank commissions, except for the fixed shipping fee (SAR 25 for optional returns, or SAR 50 if the order is canceled after it has been shipped).
Q: Does the refund take a long time? A: No, our team approves and sends the refund order as soon as the returned product is checked and its condition is confirmed. The processing of the funds and their appearance in the customer's account or credit wallet (such as Tamara and Tabby) takes no more than 14 working days, according to the procedures and time periods approved by the bank that issued your card.
Q: In what cases can the store not accept returns? A: Returns are not accepted if the order is more than 7 days old from receipt, or if the product has been used, operated, or started to be installed, or if the original packaging and carton are damaged and the basic accessories of the product are lost.
