Exchange and Return Policy – Helsy Store
At Helsy Store, we are committed to providing genuine, high-quality products and always strive to ensure customer satisfaction. If you experience any issues with a product, you may use the following exchange and return policy, adopted in accordance with Ministry of Commerce regulations and consumer protection requirements.
1. Exchange and Return Period
- Customers may request an exchange or return within 7 days of receiving their order.
2. General Conditions for Returns and Exchanges (Voluntary Returns)
For a return or exchange of a non-defective product to be approved, the following conditions must be met:
- 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 in its original packaging with all included accessories and attachments.
- It must be free from damage, breakage, or modifications resulting from misuse.
- The original invoice or order number must be retained.
3. Shipping and Return Costs
- Manufacturing defects, damaged products, or order errors: Helsy Store covers all shipping and delivery costs. Customers are entitled to a replacement or a full refund without deductions for administrative fees or commissions.
- Voluntary returns or exchanges of non-defective products: Customers are responsible for a fixed return shipping fee of SAR 25 to send the product back to our warehouses. This fee is deducted directly from the refund.
- Cancellation after dispatch: If a customer requests cancellation after the shipping label has been issued, the product has been handed over to the shipping company, and the shipment is in transit—or refuses delivery when there is no product defect—the order will be canceled. A fixed shipping fee of SAR 50 will be deducted, and the remaining amount will be refunded to the customer’s account.
4. Cases Not Eligible for Exchange or Return
Returns or exchanges cannot be accepted in the following cases:
- The request is submitted after the 7-day return period has expired.
- The product has been used, operated, or installation has begun at the customer’s location.
- The original packaging has been removed, an essential accessory is missing, or the product’s carton has been damaged.
- Faults or damage result from incorrect installation or operation by the customer, or failure to follow operating instructions.
- Filters or consumable items have been installed, used, or their packaging has been opened.
5. Refund Process and Method
- Refunds are processed after the Helsy Store team receives and inspects the returned product, confirms its condition, and verifies that it meets the return requirements.
- Refunds are issued directly to the original payment method or card used for the purchase, such as Mada, Visa, Mastercard, Tamara, or Tabby. Orders paid by cash on delivery are refunded by bank transfer.
- The full amount, less any applicable fixed fees, will be refunded within 14 business days of approval of the return request, subject to the terms and procedures of payment service providers and banks.
6. Submitting a Request (Contact Us)
For any return or exchange request, please contact our technical support team directly through the following channels:
We are always happy to assist you and strive to provide the best shopping experience for Helsy Store customers.
Business and Support Hours:
- Online orders: Accepted around the clock (24/7).
- Customer service and order processing: Saturday through Thursday, from 8:00 AM to 5:00 PM.
Frequently Asked Questions
What happens if I cancel my order after dispatch or refuse delivery?
If an order is canceled after it has been dispatched and is in transit with the shipping company, or if delivery is refused when there is no product defect, the order will be canceled and refunded after deducting a fixed shipping fee of SAR 50.
I received a damaged product or an order with missing items. Can I get a refund?
Yes. Helsy Store ensures that products are carefully inspected and packaged before shipping. If a product is damaged or items go missing during transit, we are committed to promptly compensating the customer or replacing the product. A full refund will be issued within 7 days of inspection, at no additional cost, provided you notify us and send photos within 48 hours of receipt.
How are cancellation and return fees handled for orders paid through Tamara, Tabby, Taysir, Mada, or credit cards?
All refunds are processed in accordance with the policies of the buy now, pay later providers and card payment providers. Helsy Store is committed to refunding the full amount due to the customer to the original payment method, without charging administrative processing fees or hidden bank commissions, except for the previously specified fixed shipping fees: SAR 25 for voluntary returns, or SAR 50 for cancellation after dispatch.
Does it take a long time to receive a refund?
No. Our team approves and submits the refund instruction as soon as the returned product has been inspected and its condition confirmed. Processing the refund and having it appear in the customer’s account or credit wallet, such as Tamara or Tabby, takes no more than 14 business days, depending on the procedures and processing times of the card-issuing bank.
In what cases will the store not accept a return?
Returns are not accepted if more than 7 days have passed since delivery, if the product has been used or operated, if installation has begun, or if the original packaging and carton have been damaged and essential accessories are missing.
We are happy to assist you and always strive to provide the best shopping experience for Helsy Store customers.
