Delivery Policy

5 Year Warranty

Helios Fire warrants that each and every product is free of manufacturing defects. We will
replace at our discretion any genuine Helios Fire product, which is deemed defective and
was purchased via www.heliosfire.com or any of our authorised dealers with a new product
of the same size. Normal wear and misuse are not covered by our Warranty. If it is deemed
that your product is damaged due to misuse or normal wear – then our team will suggest
options for repair such as purchasing spare parts. If your product is damaged or misused
beyond repair we will extend to you a one-time courtesy offer to purchase a new product at
30% discount (from our current advertised website price) upon returning the damaged
product to Helios Fire. Shipping for all returned products will be for the purchaser’s account.
Alternatively the products can be returned to our Cape Town or Johannesburg outlets.

Shipping

We offer Free Standard shipping on orders over R5998 to all major metros in South Africa. If
you leave outside of the Metro areas either you can be charged for some extra shipping or
alternatively you can collect from our authorised dealers in Johannesburg or Cape Town.
Your order will be shipped on the following business day from the day or ordering and
usually takes up to 3 business days to be delivered to Metro areas. It can take up to 5 days
for delivery to outlying areas. If you order on a Friday before 10:30am we will dispatch same
day. If ordered after 10:30am on Friday, your order will be dispatched on Monday.
You have the option to purchase shipping insurance which will give you instant resolution to
any problems along the way such as loss, theft or damage during transit.

Returns

If you are for whatever reason not 100% satisfied with your product and your product
remains unused with the packaging intact, you will be eligible for a 100% refund within 14
days of purchase. Please call +27 21 300 7299 to arrange your return. The product will need
to be well packaged and returned to 12 Milner St, Paarden Eiland 7405, Cape Town. Once
received and inspected for damages to the product and packaging we would require your
banking details in writing. Upon receiving all the required information your refund payment
will be processed within 3 business days. Please note – we cannot refund a product once it
has been used. Where a free gift or promotional item was included with the original product
purchase – the same needs to be returned with the purchase.

Shipping Damage Claim

Should your order wave been damaged in transit and you purchased shipping insurance at
checkout – please submit this form (Shipping with insurance Form?) for instant resolution
Alternatively – please complete the (warranty/transit damage claim form)