HELP & SUPPORT

How can we help you?

Here you will find answers to the most common questions about use, ordering, payment, shipping, and more. If your question is not listed, we are happy to help you.

Red light and near-infrared therapy can be used in many ways: to support skin regeneration and improve skin structure, to promote muscle and joint regeneration, for relaxation after exertion, and generally to support cellular processes. Depending on the target area, the application can promote different effects – e.g., anti-aging, improved circulation, or muscle recovery.
For the best effects, regular use of the device is recommended – for example, three to five times per week. A session should generally not last longer than 20 minutes per treated area, depending on the target area, so that the skin and cells are sufficiently stimulated but not overstressed. Consistency over several weeks is important to evaluate long-term effects.
When using red and near-infrared light devices, the light can be very bright and intense. Even though the wavelengths used specifically target cellular processes, direct light can be perceived as unpleasant for the eyes in the long run, depending on individual light sensitivity. Protective eyewear therefore provides additional comfort and shields the eyes from dazzling light. Alternatively, you can simply keep your eyes closed during use.
For the light to directly reach the skin and not be attenuated by fabric, the area to be treated should be free of clothing during application. This allows for optimal absorption of the wavelengths and ensures better results.
Our red light and near-infrared devices specifically utilize the most researched wavelengths for each area of application. We work with wavelengths within the so-called therapeutic window. Red light is primarily used for superficial applications, while near-infrared light can reach deeper tissue layers. This targeted combination allows our devices to be used in a versatile and effective manner.

Red light is visible to the human eye and primarily affects the superficial skin and tissue layers. It is particularly suitable for skin applications and supporting regenerative processes near the surface. Near-infrared light, on the other hand, is invisible and penetrates significantly deeper into the tissue, where it can support cellular processes. Both types of light complement each other effectively and are specifically combined in heilys devices.
Our devices are developed and tested according to high safety and quality standards. Development and testing take place in Germany, and the products comply with common safety requirements for domestic use. As lighting experts, we extensively research the connection between light and health. Based on current studies, we develop targeted applications that combine safety and effectiveness.
You can tell if the application is correct if you feel comfortable during the session and the treated area becomes pleasantly warm without any pain or discomfort. Adhere to the recommended intervals and application times of about ten to twenty minutes per irradiated area and generally use the device three to five times a week.
Generally, you can use red light therapy at a time that suits you. However, depending on the application area, we sometimes provide specific recommendations. Many users integrate the application into their routine in the morning or evening.
The results can vary greatly from person to person. Some users report noticeable effects after just one application, for example in terms of relaxation or pain relief. Other effects, such as on skin appearance or general regeneration, often develop over several weeks of regular use. To realistically assess the effect, you should use the product consistently and regularly within the 30-day return period.

You can easily select and order your desired products via our online shop at www.heilys.de.
If you are unsure which product best suits you, we would also be happy to advise you by phone.
Tel: +49 521 759 837 18
After completing your order, you will automatically receive an order confirmation via email. Please also check your spam folder if you cannot find the email immediately.
As long as your order has not yet been shipped, changes or cancellations may still be possible. Please contact us as soon as possible by email at hallo@heilys.de so that we can check what can still be done.

In our shop, you have various secure payment methods available. You can pay by credit card (Visa, Mastercard, American Express or Maestro), PayPal, Klarna, Apple Pay, Google Pay, Shop Pay, or by advance payment via bank transfer.
If you choose to pay in advance by bank transfer, you will receive our bank details by email after completing your order. Please be sure to include your order number in the payment reference. Your order will be shipped as soon as payment has been received and processed by us.
Yes, you will receive an invoice via email, which you can use for private or business purposes.

Within the EU, we ship our orders with DHL, except for Austria, where shipping is handled by DPD. For larger order volumes, such as our full body sets, shipping is carried out by a freight forwarder on a pallet. Usually, an individual delivery date is coordinated directly between you and the freight forwarder before delivery.
Orders received by 10:00 AM are generally shipped on the same business day if the product is in stock.
Within Germany, the delivery time for standard products is usually one to three business days. Fullbody sets, which are delivered by freight forwarding, usually reach you within three to five business days.
Shipping is free for you throughout the EU and to Switzerland.
For deliveries to Switzerland, we do not charge shipping costs. Customs duties and import taxes are included in the purchase price.

After your order has been dispatched, you will receive an email with a tracking link that you can use to check the current status of your delivery at any time.

This excludes freight forwarding deliveries, for which further coordination and information will be provided directly by the freight forwarder.
For parcel shipments, another delivery attempt is usually made or the package is dropped off at a parcel shop. For freight deliveries, a delivery date is agreed upon in advance, so you can prepare for the delivery.
Please check your delivery immediately upon receipt. Should there be any transport damage, please inform us as soon as possible and ideally send us photos of the damage so that we can find a quick solution together.
In individual cases, an order may arrive in several partial deliveries, for example, to enable faster delivery of individual products.

You have a 30-day right of return from the date of receipt of the goods.
In the event of technical defects or deficiencies, we will of course cover the return shipping costs. If you do not like a product or do not wish to keep it, you will bear the return shipping costs yourself. Please contact us at hallo@heilys.de before every return so that we can explain the further procedure to you.

Once your return has been received and inspected, refunds are generally processed within five to ten business days using the original payment method.

Yes, our products come with a statutory warranty. In addition, we offer extended warranty periods depending on the product. We exclusively provide a five-year warranty on our panel series, while other products have warranty periods of two to three years depending on the product category. You can find detailed information on the respective product pages.
Should your product have a technical defect, please contact us as soon as possible via email at hallo@heilys.de or via our live chat. Please describe the problem as precisely as possible and send us photos or videos if available. After reviewing your request, we will get back to you shortly with the next steps.
Depending on the type of defect and after careful examination, we will decide whether your product will be repaired or replaced. Our goal is always to find a quick, fair, and straightforward solution for you.

The duration of a repair depends on the specific product and the extent of the defect. Once we have assessed your request, we will transparently inform you about the estimated processing time.
Repairs within the statutory warranty or the respective guarantee are free of charge for you. Should the defect fall outside the warranty or be caused by improper use, we will, of course, inform you in advance about possible costs before any repair is carried out.