Refund policy

Last Updated: 19 August 2026

At Heliodore by HA, we take pride in offering thoughtfully designed jewellery made for everyday wear. Our pieces are crafted using quality materials, including 316L stainless steel and 18K gold PVD finishes, and are carefully inspected before dispatch.

Because our products are jewellery and are intended for personal wear, all purchases are final except where a product arrives damaged, defective, incorrect, incomplete, or otherwise does not conform to what was ordered.

This policy applies to purchases made through Heliodore by HA and is intended to operate subject to applicable laws and consumer rights in the United Arab Emirates.

1. No General Returns or Exchanges

Heliodore by HA does not offer general returns or exchanges.

We do not accept returns or exchanges because of:

  • Change of mind;

  • Personal preference;

  • Incorrect size selection by the customer;

  • The product not looking as expected due to personal preference;

  • The customer no longer wanting the product;

  • Purchasing the wrong item by mistake;

  • Ordering a product as a gift and no longer requiring it; or

  • Any other reason unrelated to a product being damaged, defective, incorrect, or incomplete.

Once an order has been delivered, the sale is considered final, subject to the exceptions described in this policy and any rights that cannot legally be excluded under applicable UAE law.

2. Damaged, Defective, Incorrect or Incomplete Items

We understand that issues can occasionally occur during fulfilment or delivery.

If you receive an item that is:

  • Damaged during shipping or delivery;

  • Defective or faulty;

  • Broken or materially damaged upon arrival;

  • Different from the item you ordered;

  • Missing an item, component, or accessory that should have been included; or

  • Materially different from the product description on our website,

please contact us as soon as possible after delivery, preferably within 48 hours.

To help us investigate and resolve the issue quickly, please email:

help@heliodorebyha.com

Please include:

  • Your order number;

  • Your full name;

  • Clear photographs of the jewellery received;

  • Clear photographs of the packaging;

  • A photograph of the shipping label;

  • A description of the problem; and

  • A video where reasonably necessary to demonstrate damage or a defect.

Our team will review the information provided and determine whether the issue qualifies for a remedy.

3. Resolution of Approved Claims

If we confirm that the product was damaged, defective, incorrect, or incomplete due to an issue attributable to Heliodore by HA or during delivery, we may provide an appropriate resolution.

Depending on the circumstances, the resolution may include:

  • A replacement product;

  • An exchange for the same or an alternative available product;

  • A repair where reasonably possible; or

  • A refund.

The available remedy may depend on the nature of the issue, product availability, and applicable UAE consumer protection requirements.

A refund, replacement, exchange, or repair is not automatically guaranteed simply because a claim has been submitted. The product and supporting evidence may be reviewed before a resolution is approved.

4. Jewellery Hygiene & Personal Wear

Heliodore jewellery is designed for personal wear. For hygiene and product-quality reasons, we do not accept general returns or exchanges of jewellery.

This applies even where the jewellery has been:

  • Unworn but the customer has changed their mind;

  • Purchased by mistake;

  • Ordered in the wrong size;

  • No longer wanted; or

  • Purchased as a gift.

However, this restriction does not prevent you from contacting us regarding a product that arrived damaged, defective, incorrect, incomplete, or materially different from what was ordered.

5. Damage or Wear After Delivery

We are not responsible for damage, deterioration, discoloration, or other changes that occur after delivery as a result of customer use, misuse, improper handling, or failure to follow the recommended care instructions.

This may include:

  • Accidental damage;

  • Scratches, dents, bends, or breakage caused by use;

  • Normal wear and tear;

  • Damage caused by improper storage;

  • Exposure to perfumes or cosmetics;

  • Exposure to harsh chemicals;

  • Prolonged exposure to water;

  • Swimming or showering while wearing the jewellery;

  • Unauthorized modifications or repairs;

  • Intentional damage; or

  • Any other damage caused after delivery.

Heliodore recommends removing jewellery before swimming, showering, or prolonged water exposure and avoiding harsh chemicals to help preserve the finish and appearance of the piece.

6. Jewellery Finish & Natural Wear

Our jewellery is designed for durability and everyday wear. However, no jewellery finish can be guaranteed to remain permanently unchanged.

Heliodore uses materials and finishes selected for durability and resistance to everyday wear. Proper care can help maintain the colour, shine, and overall appearance of your jewellery for longer.

Changes resulting from normal use, improper care, chemicals, water exposure, or other environmental factors are generally not considered manufacturing defects.

7. Non-Returnable Situations

The following situations do not qualify for a return or exchange:

  • Change of mind;

  • Incorrect size selected by the customer;

  • Personal preference;

  • Product no longer required;

  • Product purchased by mistake;

  • Gift no longer required;

  • Normal signs of wear;

  • Minor scratches resulting from use;

  • Damage caused after delivery;

  • Damage caused by improper care;

  • Damage caused by chemicals, perfumes, cosmetics, or prolonged water exposure;

  • Unauthorized repairs or modifications; or

  • Products that have been intentionally damaged.

This does not affect any consumer rights that cannot legally be excluded under applicable UAE law.

8. How to Report an Issue

If you believe you have received a damaged, defective, incorrect, or incomplete product, please follow these steps:

Step 1 — Contact Us

Email help@heliodorebyha.com with your order number.

Step 2 — Explain the Issue

Clearly describe what is wrong with the product.

Step 3 — Provide Evidence

Send clear photographs of the product, packaging, and shipping label. A video may also be requested where necessary.

Step 4 — Review

Our team will review your claim and may request additional information if required.

Step 5 — Resolution

If your claim is approved, we will provide instructions for the applicable replacement, exchange, repair, refund, or other resolution.

Please do not send any product back without receiving instructions from Heliodore by HA first.

Unauthorized returns may not be accepted.

9. Return Shipping for Approved Claims

Where we determine that a product was damaged, defective, incorrect, or incomplete due to an issue attributable to us or the delivery process, we will provide appropriate instructions regarding the return.

Where applicable, Heliodore by HA may arrange or cover reasonable return shipping costs for an approved claim.

Customers should not independently return products before receiving instructions from our customer service team.

10. Refunds

If a refund is approved, it will normally be issued to the original payment method used to place the order.

Refunds will generally be processed after the claim has been reviewed and, where applicable, the returned product has been received and inspected.

Once processed, the time required for the refund to appear in your account may depend on your bank, card issuer, payment gateway, or payment provider.

Original shipping charges are generally non-refundable unless the applicable issue is attributable to an error on our side or another circumstance where a refund of shipping charges is required.

 

11. Sale, Promotional & Discounted Products

Sale, promotional, and discounted products are also not eligible for general returns or exchanges.

However, if a discounted or promotional product arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.

The claim will be reviewed in accordance with this policy and applicable UAE law.

12. Order Cancellation Before Dispatch

If you wish to cancel an order, please contact us at:

help@heliodorebyha.com

as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests received before the order is dispatched.

However, cancellation cannot be guaranteed once an order has entered the fulfilment or shipping process.

Once an order has been dispatched, it may no longer be possible to cancel it.

13. Delivery Issues

Heliodore delivers across the UAE. Delivery times and available delivery options are displayed during checkout and may vary depending on the customer's location.

If your package arrives visibly damaged, please take photographs of the package and shipping label before opening it, where possible.

If your order contains a:

  • Damaged product;

  • Defective product;

  • Wrong product;

  • Missing item; or

  • Missing component,

please contact help@heliodorebyha.com as soon as possible with your order number and supporting photographs or video.

14. Fraudulent or Abusive Claims

Heliodore by HA reserves the right to investigate claims that appear fraudulent, misleading, or abusive.

This may include:

  • False damage or defect claims;

  • Intentional damage after delivery;

  • Returning a different product from the product purchased;

  • Removing or replacing components;

  • Providing manipulated photographs or videos; or

  • Any other fraudulent activity.

Where appropriate, we may refuse a claim or take other action permitted by applicable law.

15. UAE Consumer Rights

Nothing in this Return, Refund & Exchange Policy is intended to exclude, restrict, or waive any consumer right that cannot legally be excluded or restricted under the applicable laws of the United Arab Emirates.

Where applicable UAE law provides a customer with rights relating to defective, damaged, incorrect, incomplete, or non-conforming products, those rights will continue to apply.

If there is any conflict between this policy and a mandatory requirement of applicable UAE law, the mandatory legal requirement will prevail.

16. Contact Us

If you have any questions about this policy or need to report an issue with your order, please contact:

Heliodore by HA
Email: help@heliodorebyha.com

Please include your order number in all communications regarding your purchase.

Heliodore — Wear Your Light