Refund policy

Houseware Supply is the trade name of Helios Impex (GST 24BCBPC4368M1ZL). We would like every piece to arrive as you hoped. If something is broken, missing, or not working, we will put it right. A change of mind is handled as an exchange.

The days below are counted from the courier’s delivery scan, so the window is the same whoever receives the parcel.

If it arrives broken, or something is missing

Write to us within 48 hours. Please send one continuous video, starting with the sealed carton and the shipping label still visible, and continuing through the unpack. A few photos of the pieces and the inner packing help us see the same thing.

We arrange the pickup and pay the return freight. Once the piece is back with us and we have checked that it is the item from your order, we refund the price you paid for that item to your original payment method. If you would rather we send the piece again, say so, and we will do that instead.

If it does not work on first use

Write within 7 days, before the piece is installed. Photos and a short video of the fault, with your order number, are enough.

We pay the return freight. The refund is the same: the price you paid for that item, to your original payment method, after the piece is back and checked. A crack, a part that should have been in the box, a finish that is coming away, or a lamp that does not work belongs here.

A small difference in the making

Most of our pieces are made and finished by hand. A slight shift in colour or shade is normal, and the same colour can look a little different in the photograph, on your screen, and in the light of your room. Up close you may also see a small bubble, a tiny spot in the finish, or a joint. These are marks of how the piece was made. They are not a fault, and they do not change how the piece is meant to look or be used.

If you change your mind

On a piece shown as Returnable beside Add to cart, you may ask within 7 days. It needs to come back unused, not installed, and complete, with the original carton and the inner packing.

You pay the shipping both ways. Our usual free shipping does not cover a change of mind. We still arrange the pickup, and the return charge is taken from the credit before you use it.

After we have checked the piece, the price you paid for it becomes store credit on the same account, valid for 12 months from the day it is issued. You can use it toward another piece. It is not paid out as cash, and it cannot be transferred. If the new piece costs more, you pay the difference. If it costs less, what remains stays as credit until the 12 months end. One change of mind for each item in an order.

A piece shown as Final sale cannot be sent back only because it is no longer wanted. If it arrives broken, short, or not working, we still look after that.

What the refund or credit covers

It is the price you paid for the affected item, after any discount. One piece from a set is settled as that piece. A gift sent with the order comes back with the item. We start the refund or the credit when the piece is in our warehouse and has passed the check, not when the courier collects it. If it has been used, installed, or is not the item from your order, we send it back to you, and the freight for that journey is yours.

If the whole parcel never arrives

Tell us, and we will ask the courier. If they confirm it was not delivered, we refund what you paid for the missing item. There is nothing to send back.

Cancelling an order

You may cancel before the order leaves us. We refund what you paid, to your original payment method.

How to reach us

WhatsApp +91 7487991166 or email info@heliosimpex.in with your order number.