Política de reembolso
Returns & Refund Policy
Last updated: August 29, 2026
At Helmora, we want our customers to have a clear and straightforward shopping experience. This Returns & Refund Policy explains when returns, refunds, and replacements may be available.
By placing an order with Helmora, you acknowledge and agree to the terms of this policy, without prejudice to any mandatory consumer rights that may apply under applicable law.
1. Right of Withdrawal
If you are a consumer located in the European Union, you generally have the legal right to withdraw from your purchase within 14 days of receiving your order, without having to provide a reason, subject to applicable legal exceptions.
To exercise this right, you must contact us within the applicable withdrawal period at:
Email: soporteney@gmail.com
The product must then be returned in accordance with the applicable legal requirements.
You may be responsible for the direct cost of returning the product unless applicable law provides otherwise or Helmora has agreed to cover those costs.
The product should be handled only to the extent necessary to establish its nature, characteristics, and functioning. If the product has been used or handled beyond what is permitted by applicable consumer law, Helmora may be entitled to make an appropriate deduction from the refund where legally permitted.
2. Returns After the Withdrawal Period
After the applicable statutory withdrawal period has expired, Helmora does not generally accept returns simply because the customer has changed their mind.
Returns or other remedies may still be available where required by applicable consumer protection laws, including in cases involving a lack of conformity or manufacturing defect.
3. Damaged or Defective Products
If your product arrives damaged, does not function correctly, or appears to have a manufacturing defect, please contact us as soon as possible at soporteney@gmail.com.
Please include:
- Your order number
- A description of the problem
- Clear photographs and/or videos showing the issue
- Any other information reasonably requested by our customer support team
We may ask you to return the product for inspection.
If the product is confirmed to have a defect covered by applicable law or by Helmora’s applicable warranty, we may provide an appropriate remedy, which may include a repair, replacement, price reduction, or refund, depending on the circumstances and applicable law.
Minor cosmetic imperfections, scratches, or marks that do not affect the functionality or conformity of the product may not qualify for a full refund unless otherwise required by applicable law.
4. Products That Have Been Used
Products that have been used may not qualify for a voluntary return or refund outside the rights provided by applicable consumer law.
Nothing in this section limits mandatory legal rights relating to defective, faulty, or non-conforming products.
5. Return Shipping Costs
For a statutory withdrawal, the customer is generally responsible for the direct cost of returning the product, unless Helmora has agreed otherwise or applicable law requires Helmora to bear those costs.
Where a product is confirmed to be defective or non-conforming and applicable law requires Helmora to cover the return costs, Helmora will do so in accordance with those legal requirements.
6. Refunds
Once your return has been received and assessed, we will notify you whether the refund has been approved.
Where a refund is due, it will generally be issued using the same payment method used for the original transaction, unless otherwise agreed or required by law.
For statutory withdrawals, refunds will generally include the standard delivery cost paid for the original shipment, subject to applicable law. Additional costs resulting from the customer’s choice of a more expensive delivery method may not be refundable where permitted by law.
We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been returned, whichever occurs first, where permitted by applicable law.
7. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at soporteney@gmail.com.
If the order has not yet been processed or shipped, we will make reasonable efforts to cancel it and issue any applicable refund.
If the order has already been shipped, cancellation may no longer be possible. In such cases, you may need to follow the applicable return or withdrawal procedure.
8. Incorrect Shipping Address
Customers are responsible for providing accurate and complete delivery information.
If you request an address change before your order has been shipped, we will make reasonable efforts to update the address.
If the order has already been shipped, we may be unable to change the delivery address. Any additional costs arising from an incorrect address provided by the customer may be the customer’s responsibility, where legally permitted.
9. Non-Delivery and Delivery Issues
If tracking information indicates that an order has been delivered but you have not received it, please contact the delivery carrier first and notify Helmora as soon as possible.
We may cooperate with the carrier to investigate the delivery.
Nothing in this section limits any rights you may have under applicable consumer protection laws.
10. 90-Day Helmora Warranty
Helmora provides a 90-day commercial warranty for qualifying product defects, subject to the applicable warranty terms.
This commercial warranty is additional to, and does not replace or limit, any mandatory statutory warranty or consumer rights that apply under applicable law.
The warranty does not generally cover damage resulting from misuse, improper installation or operation, accidents, unauthorized modifications, normal wear and tear, or use contrary to the manufacturer’s instructions, except where applicable law provides otherwise.
11. How to Request a Return or Refund
To request a return, refund, withdrawal, or warranty remedy, contact:
Helmora
Email: soporteney@gmail.com
Please include your order number and a clear explanation of your request.
Our customer service team will provide you with the applicable return instructions.
12. Contact
For any questions regarding returns, refunds, cancellations, or warranty claims, please contact us:
Email: soporteney@gmail.com
Helmora reserves the right to update this policy when necessary to reflect changes in our business practices or applicable legal requirements. Any updated version will be published on this page.