WARRANTY REGISTRATION
WARRANTY POLICY FOR SUITCASES
To provide the best experience for customers and ensure their rights during product usage, Heli introduces the warranty policy for our suitcase products as follows:
1. ELECTRONIC WARRANTY ACTIVATION
To be eligible for warranty service, customers must activate the electronic warranty on the website: heli.net.vn immediately after purchasing the product.
2. WARRANTY PERIOD
· Accessories warranty: 24 months (including trolley handle, wheels, zippers and zipper heads, handles, locks, and other accessories) by sending free replacement accessories.
3. WARRANTY CONDITIONS
Products are eligible for warranty if they meet all of the following conditions:
Purchased through Heli’s official distribution system or via website heli.net.vn.
Still within the warranty period from the date of electronic warranty activation.
· Not tampered with or repaired by any third party outside of Heli.
4. DEFECTS COVERED UNDER WARRANTY
Free warranty for accessories: trolley handle, wheels, zippers and zipper heads of the main compartment, handles, inner buckle locks, locks, and stitching.
In case the product model is discontinued and original spare parts are no longer available, Heli will replace them with alternative parts of 70–99% similarity while ensuring quality.
5. CASES NOT COVERED OR SUBJECT TO PAID WARRANTY
Plastic suitcase body damage caused by user error.
Frame locks, hinges
Inner lining fabric
Zippers and zipper heads of auxiliary compartments, including expandable compartments and inner compartments.
Inner straps
Products that exceed the warranty period.
Products altered or modified not by Heli.
Products damaged by natural disasters, fire, explosion, or impacts beyond normal usage.
Products made of simili, heat-pressed materials, or faux leather.
Fabric tears will be supported with free or paid warranty depending on the damage.
6. WARRANTY PROCESS
Step 1: Customers bring or send the product directly to Heli’s warranty center.
Step 2: Heli inspects and carries out warranty service.
Step 3: After completion, Heli contacts the customer to arrange return of the product.
7. WARRANTY DURATION
Processing time ranges from 5 – 20 days depending on product type and condition.
For cases requiring imported spare parts, the warranty period may extend but not exceed 20 days.
If equivalent genuine spare parts are unavailable and the warranty time exceeds 20 days, Heli will provide a support amount () for the customer to exchange for another product.
* The support amount depends on the usage time calculated from the purchase date to the warranty claim date.
8. SHIPPING AND WARRANTY FEES
Customers bear shipping costs to and from Heli’s warranty center.
For paid warranty cases, customers must pay both warranty service fees and shipping costs.
9. WARRANTY CONTACT
Hotline: 0909 893 433
Website: heli.net.vn
Heli is committed to providing the best after-sales service, ensuring peace of mind for customers during product use. Thank you for trusting and choosing Heli products!