Refunds & Returns

Global Returns Policy

You have a period of 50 (fifty) days in which you may return an item to us for a full refund, provided it is still in sealed packaging and has not been activated.

The cancellation period concludes 50 days after the day on which the goods come into the physical possession of the consumer or a person, other than the carrier, identified by the consumer to take possession of them.

Items can also be returned if they have been opened. However, for a full refund to be provided, the item cannot have been used in any manner.

For items over £100, heliguy™ will work with the customer to organise returns via a DPD label or an in-person drop-off at heliguy™'s UK HQ.

To arrange a return, please contact us via email at info@heliguy.com or call 0191 296 1024.

Please enclose a copy of the invoice for your order, or a copy of your confirmation email

Returns are free on all products where there is a technical fault and a replacement/refund will be issued. In all other cases, a returns fee will apply.

Frequently asked questions

Common Queries about Refunds and Returns to heliguy™

Can I return my item for a full refund?

Yes - provided your item is unopened and unactivated.

The cancellation period concludes 50 days after the day on which the goods come into the physical possession of the consumer or a person, other than the carrier, identified by the consumer to take possession of them. The customer will pay for the shipping of the item back to us.

For a full refund to be provided the item cannot have been used in any manner.

What if I've used my item - can it still be returned?

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we can accept items as returns if they have been opened or inspected as you would do in a retail environment.

However, for a full refund to be provided the item cannot have been used in any manner.

To receive a full refund for your item, the goods must be 'as new'. This includes all original accessories, undamaged packaging and any additional extras.

What do you define as being 'used'?

Activities that constitute being 'used' include, but are not limited to, being charged, activated, flown, updated or installed.

The final decision on whether or not a product is considered used lies with heliguy™.

Once a DJI product has been activated, it is considered used.

A restocking fee will apply for returning DJI equipment that has already been activated.

Any items that are used and damaged are not covered by this clause.

How Do I Return An Item To heliguy™?

heliguy™ will organise the return of products over £100, removing the hassle of this process for our customers. We will liaise with you to send you a DPD returns label, or to arrange an in-person drop-off at heliguy™ HQ, if that is more convenient.

In the event of a technical fault, returns will be free (and a replacement/refund will be issued). In all other cases, a returns fee will apply.

Where returns are not free, the cost (standard return costs apply) will be deducted from the subsequent product refund, where applicable.

For items under £100, we kindly ask our customers to arrange their own returns. heliguy™ will, however, organise a DPD label for a product which has a technical fault.

To return items to us, please send the items to this address:

Colena Ltd
Unit 9, Jupiter Court, Orion Business Park
North Shields
Tyne and Wear
NE29 7SE
United Kingdom

 

Got a question about refunds or returns?

Contact our team in the UK.

Returning an item to heliguy™?

To contact us about returns or refunds:

Phone: +44 (0) 191 296 1024

Email: info@heliguy.com