Helical Trading LLC 
Return & Refund Policy

Effective Date: January 2025

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At Helical Traling LLC, we are committed to ensuring our customers receive high-quality products and services. This Return & Refund Policy outlines the conditions under which products may be returned or refunded, in compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection and its amendments.

1. Eligibility for Returns

Customers may request a return or exchange under the following conditions:

• Defective or Faulty Products: If a product is found to be defective or not functioning as intended, customers must notify us within 30 days of purchase. We will assess the product and, if a defect is confirmed, offer a repair, replacement, or refund as appropriate. 

• Recurring Defects: If the same defect occurs three times within the first year of purchase and significantly affects the product's functionality, customers are entitled to a free replacement or a full refund. 

• Incorrect Deliveries: If a product delivered does not match the order specifications, customers should inform us within 7 days of receipt for a prompt resolution.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Products that have been used or installed, unless a defect is identified.

• Items not in their original packaging or missing components.

• Custom-made or special-order products tailored to specific requirements.

3. Return Process

To initiate a return:

1. Contact Us: Reach out to our customer service team at sales@helical-me.com / admin@helical-me.com within the stipulated time frame.

2. Provide Details: Share the invoice number, product details, and reason for return.

3. Assessment: Our team will assess the request and guide you through the return process.

4. Resolution: Depending on the assessment, we will offer a repair, replacement, or refund.

4. Refunds

Approved refunds will be processed using the original payment method within 14 business days. Customers will receive a confirmation once the refund is initiated.

5. Warranty and After-Sales Service

All products come with a warranty period appropriate to their nature and usage. Details of the warranty period and terms are provided at the time of purchase. For products under warranty:

• Repairs or replacements will be carried out at no additional cost.

• If repairs take longer than 7 days, a temporary replacement product may be provided. 

6. Customer Responsibilities

Customers are expected to:

• Retain the original invoice and packaging.

• Ensure products are returned in their original condition.

• Notify us promptly of any defects or issues.

7. Contact Information

For returns, refunds, or any queries:

• Phone: +971 4 3980855

• Email: admin@helical-me.com

• Address: Warehouse A2, Al Bahri Compound, Al Quoz Industrial Area 2, Opp Jotun Paints Head Office. Dubai. United Arab Emirates.