Refund policy
60-Day Risk-Free Guarantee
At Heliamo, we stand behind Steam Heat Pro completely. If you are not satisfied with your purchase for any reason, you have 60 days from the date of delivery to return it for a full refund. No questions asked. If you are not happy, we do not deserve your money. You will need your order number or proof of purchase to initiate a return.
Dry eye relief builds with consistent use, so we encourage you to give Steam Heat Pro at least two weeks of daily sessions before deciding - but this is a recommendation, not a condition. Your 60 days are yours either way.
Before You Return
We want every customer to have the best possible experience. Before initiating a return, please reach out to our team at support@heliamo.com. In many cases we can resolve the issue directly — through troubleshooting, a replacement, store credit, or another solution that works for you. Our goal is to make things right without the hassle of a return.
If you still wish to return after speaking with us, we will provide a prepaid return shipping label at no cost to you.
Important: Items sent back to us without first requesting a return cannot be accepted.
Eligibility
- Returns are accepted within 60 days of the delivery date.
- Products may be returned in used or unused condition.
- You will need your order number or proof of purchase.
How to Initiate a Return
- Contact us at support@heliamo.com with your order number.
- Our team will work with you to resolve the issue. If a return is the best path forward, we will provide a prepaid return shipping label and instructions.
Cancellation Policy
Any changes or cancellations to an order must be requested within 48 hours of placing the order. After this period, orders may already be in processing and we may not be able to accommodate your request. If your order is successfully canceled within the 48-hour window, your refund will be processed within 7 business days.
Exchanges
The fastest way to get what you need is to initiate a return for the item you have, and once the return is accepted, place a separate order for the new item.
Damaged or Defective Products
We carefully package every order to minimize damage in transit. An item is considered damaged if it arrives physically broken or defective. Damage to outer packaging alone (such as dents or minor box damage) does not qualify if the item itself is in good condition.
If your order arrives damaged, defective, or incorrect, please notify us within 24 hours of delivery at support@heliamo.com with your order number and a clear photo showing the issue. Once reviewed, we will arrange a replacement at no additional cost. We do not offer refunds, replacements, or returns for damage caused by misuse, normal wear and tear, or improper handling.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since we approved your return, please contact us at support@heliamo.com.
Incorrect Shipping Address
Customers are responsible for providing the correct shipping address at checkout. If an incorrect address is entered and we are not notified within 24 hours of placing the order, we may be unable to offer a replacement or refund.
Policy Updates
Heliamo reserves the right to update or modify this Return & Refund Policy at any time without prior notice. Customers are encouraged to review the latest version before making a purchase. By purchasing from Heliamo, you acknowledge and agree to the terms outlined in this policy.
If you have any questions, please contact us at support@heliamo.com.