Terms of Service

 

This Service Policy applies to the Helonirva online store (hereinafter referred to as “we” or “us”) and is intended to explain the basic arrangements and considerations related to the services provided through this website. Please read this policy carefully before using our services.

1. Scope of Application

This Service Policy applies whenever you access or use our website and related services. These services include, but are not limited to, viewing product information, submitting orders, making payments, arranging delivery, and communicating regarding after-sales matters.
This website provides online services only and does not offer any offline sales activities.

2. Account Use and Website Responsibility

When using the website, you should ensure that all information you provide is accurate and valid, and you are responsible for properly managing your account-related details.
We are responsible for maintaining the basic operation and functionality of the website. Temporary interruptions caused by network issues, system maintenance, or other uncontrollable factors are not considered service exceptions.

3. Product Information and Pricing Display

Product information and inventory status displayed on the website may be updated based on actual conditions.
The price shown on the order checkout page is the confirmed amount before order submission and serves as the final reference for payment.

4. Order Submission and Payment

Once payment is completed, the order will enter the processing stage.
Supported payment methods are displayed on the checkout page at the time of purchase.
If payment issues occur or further verification is required, order processing time may be adjusted accordingly.

5. Delivery Information

Our products are delivered within the United Kingdom only. After payment confirmation, orders are typically processed and dispatched within 1–3 business days, with an estimated delivery time of 7–10 business days after dispatch.

We work with commonly used UK delivery services, including Royal Mail, DPD, Evri, Yodel, and Packlink.

Orders with a total value of £80 or more (including £80) qualify for free shipping;Orders with a total value below £80 are subject to a flat shipping fee of £8.99.

For more details, please refer to our Shipping Policy page.

6. Order Cancellation

You may request to cancel an order within 48 hours after payment confirmation, provided the order has not entered the dispatch or carrier handover stage.

Once an order has begun preparation or has been dispatched, it can no longer be cancelled. In such cases, you may submit a request after receiving the item in accordance with our Order Cancellation Policy.

7. Returns and Exchanges

You may submit a return or exchange request within 40 days of receiving the item.

Requests will be accepted if the item has obvious defects, does not match the product description, shows significant colour variation, has an unusual odour, or does not correspond to the order details.

For full eligibility conditions, procedures, and related information, please refer to our Return and Exchange Policy page.

8. Refund Processing

Refunds will be processed in accordance with applicable conditions and procedures.
Approved refunds will be returned to the original payment method used at checkout (such as Visa or MasterCard).
In most cases, refunds are completed within 1–3 business days. If delays occur, please contact us for assistance.

9. Dispute Handling

If any disputes arise during the use of our services, we encourage resolution through communication as a first step.
We follow applicable requirements in the United Kingdom and reference the fundamental principles of GDPR when handling service-related matters.
This policy may be updated as needed, and the version published on the website shall prevail.

10. Privacy and Information Protection

We place importance on the security of user information.
Details regarding information handling can be found on our Privacy Policy page 

11. Use of Website Content

Text, images, and page content displayed on the website are provided for normal browsing and use only.
Unauthorised copying, modification, or other use is not permitted.

12. Limitation of Responsibility

Within a reasonable scope, we are responsible only for matters directly related to order services.
Service delays or interruptions caused by uncontrollable factors are not treated as service exceptions.

13. Policy Updates

We may adjust this Service Policy based on operational needs.
Any updates will take effect once published on the website.

14. Contact Us

If you have any questions regarding this Service Policy or encounter any issues while using the website, please feel free to contact us using the details below. We will provide the necessary clarification and assistance.

Address: 1775 17TH AVE S APT D, SEATTLE, WA 98144-4348, United States
Telephone: +1 (360) 581-2708
Email address: client@helonirva.com
Opening hours: Monday to Friday, from 9:00 AM to 18:00 PM (Europe/London, GMT/BST)