Refunds & Returns Policy

This Refunds & Returns Policy (the “Policy”) applies to all purchases made through the website https://www.helvio.co.uk (“the Website”) by consumers located within the United Kingdom. It sets out the rights and obligations of both the consumer (“you”) and Helvio LLC (“we,” “us,” “our”) in relation to the return of goods, cancellations, and refunds.

This Policy is drafted in accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this Policy shall exclude or limit your statutory rights.

 

1. Right to Cancel (Cooling-Off Period)

1.1. If you have purchased goods via the Website, you are entitled to cancel your contract without providing any reason within 14 calendar days from the day on which you, or a third party nominated by you (other than the carrier), acquire physical possession of the goods.

1.2. To exercise this right, you must notify us of your decision to cancel by means of a clear written statement (e.g., by email or letter).

1.3. Following notification, you shall return the goods to us within 14 calendar days.

2. Conditions of Return

2.1. Goods must be returned in their original condition and packaging, with all components and accessories included, and must not have been used beyond what is reasonably necessary to establish their nature, characteristics, and functioning.

2.2. You shall bear the direct cost of returning the goods, unless:

• the goods are faulty or not as described; or
• we expressly agreed to bear such costs at the time of purchase.

2.3. You are advised to retain proof of posting. Risk in the returned goods remains with you until they are received by us.

3. Refunds

3.1. Upon receipt of the returned goods (or evidence that the goods have been returned), we shall reimburse all payments received from you, including the cost of standard delivery, within 14 calendar days.

3.2. Reimbursement shall be made using the same payment method as the original transaction, unless otherwise expressly agreed.

3.3. We may deduct an appropriate amount from the refund to reflect any reduction in the value of the goods resulting from your handling beyond what is necessary to establish their nature, characteristics, and functioning.

4. Exemptions from Cancellation

4.1. The right to cancel shall not apply to:

• Goods made to your specifications or clearly personalised;
• Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery;
• Perishable goods.

5. Faulty or Non-Conforming Goods

5.1. If the goods supplied are faulty, damaged, or misdescribed, you are entitled to a repair, replacement, or full refund in accordance with the Consumer Rights Act 2015.

5.2. You must notify us within a reasonable period of discovering the defect and provide sufficient details, including photographs where possible.

5.3. We shall bear the cost of returning faulty or non-conforming goods.

6. Services (if applicable)

6.1. In the case of contracts for services purchased online, you have the right to cancel within 14 calendar days of conclusion of the contract.

6.2. If you request that the service commence during the cancellation period, you may be liable to pay for the proportion of the service already performed at the time of cancellation.

7. How to Exercise Your Rights

All requests for cancellation, return, or refund should be directed to:

Helvio LLC
Email: chris@helvio.co.uk
Address: Provided Upon Request
Telephone: [Optional]

Please include your order number, contact details, and a clear statement of your request.

8. Governing Law

This Policy shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.