Refund and Return Policy

1. Introduction

This Refund and Return Policy applies to products purchased from HELIOS SPORTS FACTORY SDN. BHD. through our website, ecommerce platform or direct sales channels.

As our products include sports equipment, apparel, footwear, bags, accessories, medals and trophies, return eligibility depends on product condition, hygiene considerations, inspection results and the reason for return.

2. Eligibility for Return or Refund

Returns or refunds may be considered if the product received is defective, damaged during delivery, incorrect, missing major accessories or significantly different from the confirmed order.

Customers should notify us as soon as possible after receiving the product, preferably within 3 calendar days from delivery.

3. Non-Returnable Items

The following items are generally not eligible for return or refund:

Products damaged due to misuse, improper handling or negligence
Products with missing packaging, tags, labels, accessories or parts
Products that have been worn, washed, used or altered
Products affected by customer change of mind
Products purchased in the wrong size where product details were correctly provided
Personalised, customised or engraved medals and trophies
Clearance, promotional or special-order items where stated before purchase

4. Damaged, Defective or Incorrect Products

If you receive a damaged, defective or incorrect product, please contact us with your order details, photos or videos of the issue, packaging photos and a clear description of the problem.

We may request the product to be returned for inspection. If the claim is approved, we may offer a replacement, exchange, store credit or refund, depending on product condition and stock availability.

5. Size and Apparel Exchanges

For footwear and apparel, size exchanges may be considered only if the product is unused, unwashed, unworn, in original packaging and subject to stock availability. Customers may be responsible for exchange delivery costs unless the issue was caused by our error.

6. Refund Method

Approved refunds will usually be processed through the original payment method where possible. Processing time may vary depending on the payment provider, bank or ecommerce platform.

HELIOS SPORTS FACTORY SDN. BHD. is not responsible for delays caused by third-party financial institutions or payment processors.

7. Return Shipping

Customers should not return products without receiving return instructions from us. If the return is due to our error or an approved defective product claim, we may bear reasonable return delivery costs.

For other approved returns, the customer may be responsible for return shipping costs.

8. Inspection of Returned Products

All returned products are subject to inspection. We reserve the right to reject a refund or exchange if the product does not match the reported issue, is incomplete, has been used or is not returned in suitable condition.

9. Bulk and Wholesale Orders

Bulk, wholesale, team or event orders may be subject to separate return arrangements. Customers are advised to confirm product specifications, quantities, sizes and delivery details before purchase.