Policies

Terms and Conditions

4.1Acceptance of the Terms

By using helova.co, creating an account, submitting information or placing an order, the customer agrees to these Terms and Conditions and the policies referred to within them.

Customers who do not agree should not place an order.

4.2Customer Eligibility

Customers must be at least 18 years old or place the order with the permission and involvement of a parent or legal guardian.

The person placing the order is responsible for:

• the accuracy of the information submitted
• payment of the order
• authority to use the selected payment method; and
• acceptance of delivery.

4.3Product Information

Helova aims to provide clear information about its products, including where applicable:

• product name
• product type
• quantity
• items included
• materials
• ingredients
• colours
• available variations
• intended use
• care instructions
• warnings
• price; and
• other important product details.

Customers should read the complete product description before placing an order.

Product photographs may include styling items that are not included in the purchase. The product description and “What’s Included” information determine what the customer will receive.

4.4Product Availability

Products remain subject to availability until the order is confirmed and dispatched.

Adding a product to the shopping cart does not reserve it.

Where a product becomes unavailable after ordering, Helova may:

• provide an estimated restock date
• offer an alternative with the customer’s approval
• remove and refund the unavailable product; or
• cancel and refund the affected order.

4.5How an Order Is Formed

Before submitting an order, the customer will have an opportunity to review and correct the products, quantities, variations, prices, delivery details and payment method.

Submitting an order is an offer to purchase.

An automatic order acknowledgement confirms that the order request was received. It does not always mean that the order has been finally accepted.

The order is accepted when Helova:

• confirms the order for fulfilment
• confirms payment where required; or
• dispatches the products.

Helova may decline or cancel an order for a lawful and reasonable reason, including:

• stock unavailability
• pricing errors
• failed payment
• failed customer verification
• unsupported delivery location
• suspected fraud
• suspected misuse
• repeated refused deliveries; or
• an event outside Helova’s reasonable control.

4.6Customer Accounts

Customers are responsible for protecting their account login details.

Customers should contact Helova through the Contact page if they believe their account has been accessed without permission.

Helova may suspend or restrict an account used for:

• fraudulent orders
• false information
• unlawful activity
• repeated unjustified payment disputes
• abusive behaviour
• interference with the website
• misuse of promotions; or
• violation of these terms.

4.7Reviews and Customer Content

A customer who submits a review, image, video, comment or testimonial confirms that:

• it reflects a genuine experience
• it is not false or misleading
• it is not abusive, defamatory or unlawful
• it does not violate another person’s privacy
• the customer owns it or has permission to submit it; and
• Helova may display it in connection with the brand or relevant product.

Helova may remove content that violates these requirements.

Helova will not knowingly present fabricated testimonials as genuine customer reviews.

4.8Intellectual Property

The Helova name, logo, website content, product photography, packaging designs, graphics, written copy and other brand materials belong to Helova or are used with permission.

They may not be copied, reproduced, altered, distributed, sold or commercially used without written permission.

Customers may share publicly available Helova content for personal and non-commercial purposes, provided it is not changed or presented in a misleading way.

4.9Prohibited Website Use

Customers must not:

• use the website for unlawful purposes
• attempt unauthorised access
• interfere with checkout or security systems
• introduce malware or harmful code
• scrape or copy the website for commercial exploitation
• submit false identity or payment information
• impersonate another person
• abuse promotional offers
• create fraudulent payment disputes; or
• place orders with no genuine intention to receive or pay for them.

4.10Product Use

Products must be used only for their intended purpose and according to any instructions, warnings and care information provided.

Customers are responsible for checking materials and ingredients for personal allergies or sensitivities.

Helova’s products, website content and customer-support information are not substitutes for medical advice, diagnosis or treatment.

4.11Website Availability

Helova aims to keep the website available and accurate but does not guarantee uninterrupted access.

The website may occasionally be unavailable because of:

• maintenance
• software updates
• hosting issues
• internet failure
• security measures
• payment-provider interruptions; or
• events outside Helova’s control.

Helova may update, change or remove website features where reasonably necessary.

4.12Limitation of Liability

Nothing in these terms excludes any customer right or legal responsibility that cannot lawfully be excluded.

To the extent permitted by applicable law, Helova is not responsible for loss caused by:

• misuse of a product
• failure to follow care instructions or warnings
• an undisclosed allergy or sensitivity
• normal wear and tear
• incorrect information supplied by the customer
• unauthorised use of the customer’s account
• delays caused solely by couriers or customs
• events outside Helova’s reasonable control; or
• indirect or unforeseeable business loss.

Helova remains responsible where liability cannot legally be limited.

4.13Events Outside Helova’s Control

Helova is not responsible for delay or failure caused by circumstances reasonably outside its control, including:

• severe weather
• fire
• flood
• public-health restrictions
• internet or telecommunications failure
• government action
• customs delay
• transport interruption
• civil disturbance
• security restrictions
• labour disruption; or
• major supplier interruption.

Helova will take reasonable steps to reduce the effect of such events and communicate material delays where possible.

4.14Complaints

Customers may submit complaints through Helova’s Contact page.

The complaint should include:

• customer name
• order number where applicable
• current contact information
• clear explanation of the concern; and
• supporting photographs or documents where relevant.

Helova aims to acknowledge complaints within two business days and provide a meaningful response as soon as reasonably possible.

Helova and the customer should first attempt to resolve the issue fairly through customer support.

4.15Governing Law

These terms are governed by the applicable laws of the Republic of Iraq and, where relevant, laws applicable in the Kurdistan Region of Iraq.

Where a dispute cannot be resolved directly, it may be submitted to the court or authority having proper jurisdiction.

Mandatory consumer rights that cannot lawfully be excluded will continue to apply.

4.16Changes to These Terms

Helova may update these terms to reflect changes in:

• law
• business operations
• payment methods
• delivery services
• website features; or
• customer-service procedures.

The version shown when the customer places an order will normally apply to that order unless the law requires otherwise.