Refund policy

RETURN & REFUND POLICY

Thank you for shopping with us. Please read this policy carefully before placing an order.

ORDER PROCESSING & DELIVERY
Orders are processed within 24 hours (excluding weekends and public holidays). Estimated delivery is typically 10-20 business days after dispatch. Orders to remote or international regions may take longer depending on the carrier and customs.

OUR RETURN PROCESS
Because of how our products are shipped, we do not require you to mail anything back. If your order qualifies under this policy, we will issue a refund or send a free replacement.

ELIGIBLE FOR REFUND OR REPLACEMENT
You may request a refund or free replacement within 30 days of delivery if your item is:
- Damaged or defective on arrival
- The wrong item, color, or size
- Missing items or parts

To process these requests, we require a clear photo or short video showing the issue. This helps us resolve your case quickly. Please report any damage or defect as soon as possible after delivery.

ORDER NOT RECEIVED
If your tracking shows no movement within 7 days of dispatch, or your order is not delivered within 30 days of dispatch, contact us and we will resolve it with a refund or replacement. Note: if tracking shows the package as delivered, we may ask you to check with neighbors or your local carrier before we proceed.

ORDER CANCELLATIONS
You may cancel or change an order (shipping address, quantity, or variant) within 24 hours of placing it, as long as it has not yet been handed to the shipping carrier. Once an order has been handed over or shipped, it can no longer be cancelled, but it may still qualify under the sections above.

CHANGE OF MIND
- Before your order ships: contact us within 24 hours for a full refund.
- After delivery: because returns are not required, change-of-mind requests are reviewed on a case-by-case basis within 14 days of delivery.

NOT COVERED
This policy does not cover:
- Items damaged through misuse, accident, or normal wear
- Requests made after the windows stated above
- Orders with an incorrect or incomplete shipping address provided at checkout

HOW TO REQUEST
Email support@helisoft.us with:
1. Your order number
2. A short description of the issue
3. Photos or video (for damaged, defective, or wrong items)

REFUND PROCESSING
Approved refunds are issued to your original payment method within 5-10 business days. Depending on your bank, it may take additional time to appear on your statement.

CONTACT
Niqava
Email: support@helisoft.us