Helis Brain Returns & Refunds Policy
Last updated: September 2026
1. Right of withdrawal for EU consumers
If you are a consumer purchasing online within the European Union, you may withdraw from your purchase without giving any reason within 14 days of receiving the goods, except where an exclusion provided by applicable law applies.
To exercise this right, you may use the return procedure available in your customer account or send a clear statement of withdrawal to info@helisbrain.com. The online return procedure is recommended because it makes handling easier, but it does not limit any mandatory consumer rights.
2. Returning the goods
After communicating your withdrawal, you must send the goods back without undue delay and, in any event, within the period required by applicable law. You are responsible only for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
Please return goods suitably packaged and, where possible, include the original tags, labels and accessories. We recommend reusing the original Helis Brain mailing bag where available.
Return address:
THB S.R.L.
Corso Umberto I, 47/E
80058 Torre Annunziata (NA) – Italy
3. Returns from Italy
For returns from Italy handled through the Helis Brain return service, the system provides the BRT return label and the relevant instructions. The parcel must be returned using this procedure and should not be sent independently with another courier.
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Return with refund: the Helis Brain return service costs €8 and this amount may be deducted from the refund.
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Return with store credit: the Helis Brain return service is free of charge.
If no preference is indicated, store credit will be issued automatically.
For a standard return under the Helis Brain commercial return procedure, the original outbound shipping costs are not refunded.
4. Returns from abroad
For returns from outside Italy, the customer must arrange and pay for the return shipment to THB S.R.L., unless mandatory applicable law provides otherwise. Please use a reliable, trackable shipping service and keep proof of shipment.
Return address:
THB S.R.L.
Corso Umberto I, 47/E
80058 Torre Annunziata (NA) – Italy
5. Refunds following statutory withdrawal
Where the statutory right of withdrawal is validly exercised, Helis Brain reimburses the amounts due in accordance with applicable law. Where required, this includes the cost of the original standard delivery. Any additional amount paid because you chose a more expensive delivery option than the standard method is not required to be refunded.
The refund is made using the same payment method used for the purchase, unless you expressly agree to another method. Helis Brain will make the reimbursement without undue delay and within the legal time limit, and may withhold it until the goods have been received back or you provide evidence that they have been sent back, whichever occurs first.
For orders paid cash on delivery, please provide the IBAN and account holder's name so that the refund can be made by bank transfer.
6. Defective, damaged or non-conforming goods
The 14-day right of withdrawal is separate from the statutory legal guarantee of conformity. If an item is defective, damaged or does not conform to the contract, contact info@helisbrain.com with your order number and a description of the issue. Photographs may be requested where useful to assess the problem, but they do not replace your statutory rights.
Where the legal guarantee applies, the remedies and necessary costs, including return shipping where required by law, are handled in accordance with applicable consumer law.
7. Non-EU returns
For returns from countries outside the European Union, unless mandatory local law or a specific Helis Brain offer provides otherwise:
- return shipping costs are borne by the customer;
- please use a reliable, trackable shipping service;
- cash-on-delivery return shipments are not accepted;
- parcels with duties, taxes or customs charges billed to the recipient are not accepted.
Before sending an international return, please contact info@helisbrain.com.
Nothing in this policy excludes or limits mandatory consumer rights provided by applicable law.
