Refund and Returns Policy

Refund & Returns Policy

📍 Website: www.heliopower.com.eg and all its subsidiaries
📅 Effective Date: 1/1/2025

At HelioPower Technology, we value customer satisfaction and stand by the quality of our products and services. This Refund & Returns Policy explains the conditions under which returns, exchanges, and refunds are applicable for our engineering products and services.

By purchasing from HelioPower Technology, you agree to the terms outlined below.

1. Eligibility for Returns & Refunds

A. Product Returns

  • We accept returns for defective, damaged, or incorrect products delivered by HelioPower Technology.
  • The product must be unused, in original packaging, and returned within 14 days of receipt.
  • Customized or special-order products (e.g., pumps, blowers, and industrial systems) cannot be returned unless they are defective or damaged.

📌 To initiate a return, contact us at 📧 info@heliopower.com.eg within 14 days of receiving your order.

B. Service-Related Refunds

For maintenance, installation, and consulting services, refunds are only applicable if:

  • The service was not delivered as agreed.
  • A service cancellation request is submitted at least 48 hours before the scheduled work.
  • The service provided was not in compliance with the contractual agreement.

📌 Service-related refunds are assessed on a case-by-case basis and may include partial refunds depending on service completion.

2. Non-Returnable & Non-Refundable Items

The following items are not eligible for returns or refunds: ❌ Customized or Special-Order Equipment
❌ Used or Installed Equipment (unless faulty)
❌ Spare Parts & Consumables (unless defective upon arrival)
❌ Digital Reports & Consultancy Fees

3. Return & Refund Process

A. Return Process (For Eligible Products)

  1. Submit a Request:
  2. Approval & Instructions:
    • If approved, you’ll receive return shipping details.
  3. Return the Product:
    • Ship the product within 7 days of approval.
    • Customers are responsible for return shipping costs unless the return is due to our error.
  4. Inspection & Approval:
    • We will inspect the returned product upon arrival.
  5. Refund or Replacement:
    • If approved, you may receive a refund, replacement, or store credit.

📌 Refunds are processed within 7–14 business days via the original payment method.

4. Cancellations

A. Product Orders

  • Orders can be canceled within 24 hours of purchase without penalty.
  • After 24 hours, cancellations are subject to approval based on processing status.

B. Service Appointments

  • Service appointments must be canceled at least 48 hours in advance for a full refund.
  • Late cancellations may be subject to cancellation fees.

5. Warranty & Exchanges

  • Most equipment sold by HelioPower Technology comes with a manufacturer’s warranty.
  • If a product is found to be defective within the warranty period, we will facilitate repairs or replacements in accordance with the manufacturer’s policy.
  • Exchange requests for non-defective products are subject to availability and approval.

📌 Warranty claims must be supported by proof of purchase and warranty documentation.

6. Contact Us

For refunds, returns, or warranty claims, please contact:

📍 HelioPower Technology
📧 Email: info@heliopower.com.eg
📞 Phone: +20 1000300880
🌐 Website: www.heliopower.com.eg