This policy explains when you can cancel an order, return a product, and claim a refund from Helixius. It is aligned with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
1. Cancellation by you
- You may cancel an order within 24 hours of placing it, at no charge, provided it has not already been dispatched or entered production.
- Made-to-order, customised and site-specific items (including bespoke play structures and equipment manufactured to your dimensions or branding) cannot be cancelled once production has begun. We will tell you clearly, before you confirm, when an item falls into this category.
- To cancel, email info@helixiusdealers.com or call +91 75111 82894 with your order reference.
We will not impose a cancellation charge unless we have disclosed it to you at the time of the order, as required by Rule 5(3) of the E-Commerce Rules, 2020.
2. Cancellation by us
We may cancel an order and refund you in full if the product is unavailable, the delivery address is outside our service area, or the order was placed at a manifestly erroneous price. We will inform you promptly.
3. Returns
You may request a return within 7 days of delivery where the product is:
- damaged in transit, or
- defective or not of the quality represented, or
- not what you ordered (wrong item, wrong specification, or missing components).
To help us process the claim, please report the issue within 7 days of delivery and, where possible, share photographs of the product and its packaging. Keep the original packaging until the claim is resolved.
Items we cannot accept back
- Products that have been installed, assembled, used, or modified — unless the defect could only have been discovered after installation.
- Made-to-order or customised items, except where they are defective or not as ordered.
- Products damaged by misuse, incorrect installation, neglect, or normal wear and tear.
Nothing here limits your rights in respect of goods that suffer from a defect within the meaning of the Consumer Protection Act, 2019.
4. Refunds
- Once a return is approved, we issue the refund to the original payment method within 7 working days of receiving the returned product or of approving the claim, whichever is earlier.
- Where a bank or payment gateway is involved, the time for the credit to appear in your account depends on that institution and is usually 5–7 additional working days.
- If the product was purchased on a cash-on-delivery basis, we will refund by bank transfer to an account in the purchaser's name.
- We refund the full amount paid, including the original delivery charge, where the return is due to our error, a defect, or transit damage.
- Where you cancel for your own reasons after dispatch, the outbound and return freight cost may be deducted, provided this was disclosed to you at the time of the order.
5. Replacements
Where you prefer, we will replace a damaged, defective or incorrect product rather than refund it — subject to availability. Replacement timelines follow our Shipping & Delivery Policy.
6. Warranty
Warranty cover, where offered, is stated on the product page or in your quotation and runs from the date of delivery. Warranty claims are separate from the return window above and are handled by contacting info@helixiusdealers.com.
7. How to raise a refund complaint
If you are unhappy with how a refund or return has been handled, contact our Grievance Officer:
****, Grievance Officer Email: info@helixiusdealers.com · Phone: +91 75111 82894
We acknowledge complaints within 48 hours and resolve them within 30 days, as required by the E-Commerce Rules, 2020.
You may also approach the appropriate District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or the National Consumer Helpline (1915).
