​PURCHASE POLICY

1. Pricing

  • Listed Price: The selling price listed on Heli’s official online sales channels already includes VAT.
  • Promotions: Discount programs and special offers will be updated during holidays, festivals, or special occasions. Promotions may include discount vouchers and combo deals when purchasing similar products.

2. Shipping Policy

Coverage: Heli provides nationwide delivery for all products.

Delivery Time:

  • Ho Chi Minh City & Hanoi (inner districts): 1–3 business days.
  • Other provinces/cities: 3–7 business days depending on distance
  • Remote areas: Delivery may take an additional 1–2 days.​​

Shipping Fee:

  • Free shipping for orders from 500,000 VND and above.
  • Orders under 500,000 VND will incur a shipping fee depending on the delivery area.

Note on product inspection: Customers are encouraged to check the items upon delivery to ensure completeness and intact condition before signing. If the product is damaged or incorrect, the customer has the right to refuse the order and must report to Heli within 24 hours.

3. Return & Exchange Policy

  • Conditions:
    • Products must remain intact with labels, original packaging, unused, and undamaged by external factors.
    • Customers must keep the receipt and included accessories (if any) to qualify for return/exchange.
  • Accepted Cases:
    • Wrong model, size, or not as described.
    • Manufacturer defects.
  • Timeframe:
    • Returns/exchanges are accepted within 7 days from the date of receipt.
    • For errors caused by Heli: Customers will receive a free replacement, and Heli will cover shipping costs.
    • For exchanges due to customer’s change of size or color preference: Customers will bear two-way shipping costs.​
  • Process:
    • Contact Heli’s customer service team to request a return/exchange.
    • Send the product back to Heli’s warehouse as instructed.
    • After inspection and confirmation, Heli will proceed with replacement or refund according to policy.

4. Product Care Instructions

  • Footwear
    • Avoid soaking in water for long periods and do not expose directly to sunlight as it reduces material durability.
    • For cleaning, wipe with a damp cloth and let air dry naturally.
    • Store footwear in a well-ventilated rack or cabinet; avoid damp places.
  • Towels:
    • Wash at temperatures below 30°C and avoid strong detergents to maintain fabric softness.
    • Dry in a cool, ventilated area; avoid direct sunlight to preserve color and material.
    • Do not tumble dry at high temperatures to prevent hardening and reduced absorbency.

5. Customer Support Policy

  • Support Channels:
    • Hotline: Available daily from 8:00 AM – 5:00 PM.
    • Email: Customers can send feedback or requests for support to Heli’s official email.
    • Fanpage: Regular updates and customer support through Heli’s official fanpage.
  • Service Commitment:
    • Heli commits to providing quality service and responding to customer inquiries within 24 working hours.
    • All customer information is kept confidential and used only for purchase-related transactions.

6. Payment Policy

  • Methods
    • COD (Cash on Delivery): Applicable nationwide.
    • Bank Transfer: Customers may transfer directly to Heli’s bank account. Account details will be provided upon selecting this payment method.​
  • Privacy Policy: Heli guarantees the confidentiality of all customer payment information and only uses it for transactions related to purchases with Heli.

This purchasing policy represents Heli’s commitment to providing customers with a safe and convenient shopping experience.


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