Customer service

Do you need help?

No problem! We are happy to help you.

Call us at +31 6 24440295

Or send an email to info@heliosredtherapy.com

Orders and shipping

What are the shipping costs?

The shipping costs for each product can be found on the relevant product page. Costs may vary depending on the size, weight and destination of the package.

Will I receive a track & trace code?

Of course! You will receive this by email after your order has been shipped.

What happens if my order is delivered when I am not at home?

Then it will be delivered to the nearest collection point of your chosen courier. You will receive an email from the courier about this. If this does not happen, you can use the Track & Trace code to find out where your package is located. If it is still unclear where your package is, please do not hesitate to send us a message. We send all our packages by registered mail, which means that a signature is required upon receipt. So don't forget to take your identification with you to the collection point.

Is my order insured?

Yes, we ship all our packages insured. This means that every package you order from us is fully insured from the moment of shipment until delivery. If anything happens to your package during transport, such as loss, damage or theft, you are fully covered. We take the safety and security of your shipments very seriously and strive to ensure that your order reaches you safely and in perfect condition.

Do you also ship abroad?

Yes, we offer international shipping to most countries. Please review the shipping information and options on the product page for specific details on international shipping, including available countries, estimated delivery times and any additional costs. Please note that international shipments outside the EU trading region may incur customs fees and import duties, which are the responsibility of the recipient.

How long will it take to receive my order?

Orders placed before 10:00 PM are often delivered the next working day. Barring exceptions, in such cases this is always clearly stated.

Returns

How long is the return period?

You can test all our products for 120 days without obligation. Do you discover during these 120 days that it is not for you? Then you can return your order to us free of charge and we will refund the full amount.

Can I return opened products?

If the product is damaged or the packaging is damaged more than is necessary to sell the product, we can pass on this depreciation of the product to you. So handle the product with care and ensure that it is properly packaged when returned.

What should I do if my order is damaged or incomplete?

We kindly ask you to check your order for any shortages or damage within 24 hours of receipt. If you notice anything, please let us know within that period by emailing info@heliosredtherapy.com . After this period, your right to submit a claim for defects in the delivered goods expires.

How can I return my order?

If you wish to return part or all of your order, you must inform us. You can do this by email, we will then create a returns label for you and give you further return instructions.

How quickly will I get my money back after a return?

After receiving your returned order, we aim to refund your money within 5 days, but no later than within 14 days. The amount will be refunded via the same payment method you used for the purchase. Please note that the exact time the amount appears in your account depends on your bank. This can therefore vary and is something over which we have no influence.

Warranty and Complaints

Do you offer a warranty?

Yes, we offer a full 3-year warranty on most of our products. We recommend that you view the product page for the specific warranty period of each product. For more detailed information on warranty terms and periods, please refer to our refund policy .

I have a complaint, what do I do now?

It can always happen that something doesn't go exactly as planned. You can report any complaints to us by emailing info@heliosredtherapy.com. We aim for 100% customer satisfaction and will do our utmost to find a suitable solution.

If this does not lead to a solution, it is possible to register your dispute for mediation via Valued Shops.

It is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.

  • Helios Red Therapy

    Graafseweg 33

    6512 BP Nijmegen

    +31 6 24440295

    info@heliosredtherapy.com

    Chamber of Commerce: 80973698

    VAT: NL003519232B07