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Customer Service : Complaints & Returns

Complaints

Should you be dissatisfied with your product(s) or in case you are under the impression your order has not been handled properly, please let us know as soon as possible. We take complaints very seriously and will do everything within our power to remedy your dissatisfaction. Your feedback will serve us  insight into processes that could be streamlined. Your feedback enables us to fine tune our workflow.

You can notify us of your complaint in three ways:
- By letter: Helios Online, Emrikweg 26, Haarlem, the Netherlands
- By email: info@helios-online.nl
- By telephone: +31 (0) 23 51 72 666

Returning goods

If a product shows a defect or malfunction upon arrival (DOA, "Dead on Arrival"), it can be returned to us, free of charge. We require the product to be sent in its original packaging, without wear and complete with all accessories. A DOA needs to be reported to us within seven days after delivery of your goods.

If, upon inspection, it is ruled out that the damage is caused by improper use, we will send you a replacement unit as soon as possible. If this is not possible, the faulty unit will be repaired and sent back to you as soon as possible, free of charge. 

If your product fails during the warranty period, you can return it to us. Delivery costs are to be carried by you, the customer.