Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@ihelios.co.uk. Please note that returns will need to be sent to the following address:
The Old Brass Foundry, Marlborough Terrace, Kingston upon Hull, HU2 9AE

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@ihelios.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 30 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 30 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@ihelios.co.uk.

Returns and Refunds Policy

We at iHelios are committed to ensuring your satisfaction with our products. If, for any reason, you are not completely satisfied with the iHelios Heating Products, you may be eligible for a return or exchange subject to the following terms and conditions.

Right to Return

Customers have the right to return the product within 30 days of receiving it, provided the following criteria are met:

  • The product must be in its original condition, undamaged packaging, and include all original accessories.
  • Returns will only be accepted for unused, uninstalled, and undamaged products.
  • The customer is responsible for return shipping costs.
  • A restocking fee of up to 10% may be applied to cover inspection, handling, and repackaging costs, unless the return is due to a defect covered under the iHelios Guarantee.

Exceptions to Right of Return

The right to return DOES NOT apply in the following circumstances:

  • When the product has been custom-made or tailored to the customer's individual specifications.
  • In the case of services performed, if the Seller has fully performed the installation service with the explicit consent of the Consumer, who has been informed before the performance of the service that upon completion by the Seller, the right to withdraw from the contract will be lost.
  • When the subject of the service is products that, due to their nature, are inseparably combined with other semi-finished products/elements, such as a heating film combined with cables and bonded with butyl tape.
  • The right to withdraw from the Sales Agreement without giving a reason does not apply to the Seller.

Return Procedure

To start a return, contact iHelios Customer Support by sending an email request to info@ihelios.co.uk to initiate the return process.

  • Provide proof of purchase, including the installation certificate provided by the approved service.
  • Arrange for the product to be properly packed and sent to:
    The Old Brass Foundry, Marlborough Terrace, Kingston upon Hull, HU2 9AE
  • Upon receipt of the returned products, iHelios will inspect it within 10 business days to check and ensure compliance with the eligibility criteria.

Refund or Exchange

If the returned system meets the eligibility criteria, you may choose between a refund or an exchange for a similar iHelios Product.

  • Refunds will be issued to the original method of payment used for the purchase within 10 business days.
  • Exchanges will be subject to availability, and any price differences will be adjusted accordingly.
  • Shipping and handling charges incurred during the return process are the responsibility of the customer unless the return is due to a defect covered by the iHelios Guarantee.
  • If applicable, the restocking fee of up to 10% will be deducted from the refund amount.

Guarantee Coverage

Returns or exchanges for issues covered under the iHelios Guarantee will be processed in accordance with the terms and conditions outlined in the guarantee.

International Returns

We accept international returns subject to the same terms and conditions outlined above, with the following additional notes:

  • Customers outside the UK must arrange and cover all return shipping fees, including any customs duties, taxes, or brokerage fees.
  • We recommend using a tracked and insured courier service to avoid loss or damage in transit.
  • Refunds for international orders will be processed in GBP. Currency conversion differences or foreign transaction fees are not covered by iHelios.
  • International exchanges may incur additional delivery fees depending on destination and shipping method.

Additional Notes

iHelios reserves the right to refuse returns or exchanges that do not meet the eligibility criteria or that violate the terms of this policy.

For further assistance or inquiries regarding our Return Policy, please contact us at info@ihelios.co.uk.