Product Warranty

Warranty conditions do not apply to additional product accessories.

❌ The manufacturer's warranty does not apply if:

1. The damage was caused by the buyer or user.
2. The product's warranty seals or serial numbers have been damaged.
3. The damage was caused by natural disasters or improper securing of the product. In such cases, we recommend purchasing property insurance.
4. The product has not been used for its intended purpose or has not been operated in accordance with the user manual.
5. The product has been damaged by the user (for example: scratched or broken components, a cracked screen, water entering areas not intended for contact with water, cleaning with unsuitable products, foreign objects found inside the product, insects entering the product, or other signs indicating improper use).
6. The damage was caused by non-compliance of the power supply voltage, telecommunications or cable networks with the standards specified by the manufacturer, sudden temperature fluctuations, or other household and external factors (soot, smoke, dust, moisture, impacts, scratches).
7. The product shows signs of repair carried out by an unqualified person.
8. The damage is caused by natural wear and tear of components.
9. Non-standard power supplies, accessories, spare parts or consumables (cartridges, toners, etc.) not certified by the manufacturer for use with the particular product have been used and have caused damage to the product.
10. The warranty does not apply to additional equipment and accessories (batteries, headphones, connecting cables, chargers, remote controls).
11. The product has been used for manufacturing or professional purposes if the particular product is not intended for such use.
12. The damage was caused by improper transportation.

📜 Warranty document and processing time

• The delivery note or proof of purchase serves as the warranty document.
• The warranty service (product repair) processing time is 30–45 days.

📧 How to make a warranty claim

If the product has a defect caused during transportation or discovered during assembly, please send the following information to sales@helmand.lv:

1. 3 photographs clearly showing the damage.
2. A detailed description of the defect.
3. The customer's first and last name or order number.

🔧 Available solutions

• Replacement parts: replacement parts for the damaged components will be sent — this takes approximately 5–6 business days.
• Product replacement: the product will be replaced with a new identical product. The entire process takes approximately 4–10 business days, as the damaged product may first need to be returned to the warehouse.
• Product return (only within 14 days): within 2–5 business days, a courier will be arranged to collect the damaged product from your address and return it to the warehouse. The damaged product will then be inspected, with the entire process taking approximately 4–10 business days (in some cases it may take longer). A full refund will then be issued. If the defect is discovered after 14 days, a refund is no longer available; instead, the product may be replaced with an identical product or repaired under warranty.

📦 Important: proper product packaging

When replacing or returning a product, it must always be packed in cardboard packaging (the box does not have to be the original one). It is important that the product reaches the manufacturer without any additional damage. The product must be packed in the same number of boxes as it was originally delivered in and must be disassembled in a similar manner to how it was delivered — it must not exceed the dimensions in which it was originally delivered. Proper packaging of the product is the customer's responsibility and obligation. Otherwise, the customer will be responsible for the related costs, or the courier may refuse to accept the shipment at the time of collection due to non-compliant packaging.

🚚 Product return

The product can be returned to us using any courier company. If the product fits within parcel locker size limits, it can be sent to the Omniva parcel locker on Pasta iela in Limbaži.

If the product is not defective, the customer is responsible for the return shipping costs when exercising the 14-day right of return.

🔍 Diagnostics where no defect is found

If the product is sent for warranty repair and it is determined that the product has no defects, the warranty service provider will issue us an invoice for the product diagnostics. This invoice will be forwarded to the customer together with the delivery costs to and from the warranty service centre. Once this invoice has been paid, the product will be returned to the customer.

📌 For information about the warranty procedure, please also read our product return policy — www.helmand.lv/atgriešana