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Policies

Returns and Replacements

It is your legal right to cancel and return items for a full refund provided that they are unopened, unused and in the case of DJI products - not yet activated.
 
You have a period of 50 (fifty) days in which you may cancel. 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.
 
Our 50 day return policy came into effect on Friday 18th May 2018. Please note we cannot refund shipping and packaging costs.
Can I Return a Used Item?
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 Does "Used" Mean?
Activities that constitute being 'used' include, but are not limited to, being charged, activated, flow, 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 Request A Return?
Firstly, log into your Heliguy.com account and access the Order History page.
 
Then click the order reference that contains the item you'd like to return.
 
Then check the boxes next to the item you'd like to return, select the quantity you'll be returning and click the "Return Items" button.
 
Then state the reason for the return and click the final "Return Items" button at the bottom left.
 
You then need to return the item to us at the following address:
 
Colena Inc DBA Heliguy
3200 Commander Dr.
#100
Carrollton
Texas
75006
 
Please note - you must include the returns form attached to the email when returning the item to us. Failure to include a printed copy of the PDF returns form will result in a significant delay of up to 10 days when processing your return.
I've Received a Damanged Box or Damaged Products
If you receive damaged or incorrect item(s), contact Customer Support no later than 5 business days of receipt of your shipment to make the necessary corrections.

If there is extensive damage to the box, refuse delivery and contact a Customer Support immediately at 862-298-5964.

Shipping and Delivery

We endeavour to ship all items as fast as possible. Occasionally during peak times orders can take longer to ship - please accept our apologies if this is the case.
 
We only ship to a credit/debit card's billing or a business address.
 
Additional fraud checks may need to be carried out and identities verified - this may cause delay to your order. We aim to carry out these checks as quickly and efficiently as possible. The time can be reduced by checking for emails from Heliguy.com and supplying a daytime contact number with your order.
 
Quick delivery (one-two days) is available subject to stock availability, cleared funds and customer address verification. We will send your order by the quickest means possible at the rate you have paid.

Detailed Delivery Information

All parcels are packed with adequate protection and fragile items are sufficiently re-enforced to protect the item while in transit.
 
All our items have a weight value; you pay for the combined weight of all items in the order. We keep all rates as low as possible and we never over-charge you for postage.
 
Please remember that most postal and courier services only deliver on working days (Mon-Fri). 
 
We process orders Monday to Friday. Your order will be shipped the same day if your order is placed before 1pm.

Privacy and Security

Heliguy.com takes precautions to protect our users' information.

All pages on our website are secured and protected by Secure Sockets Layer (SSL) encryption software.

Any sensitive information that you do provide, such as credit card information, is processed by our payment processor PayPal and is never stored by Colena Inc.

Links - This website contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every website that collects personally identifiable information. This privacy policy applies solely to information collected by heliguy.com.
 

Changes to this Policy

We reserve the right to change this privacy policy, and any of our policies or procedures concerning the treatment of information collected through the site, without prior notice.

Any changes to our privacy policy will become effective upon posting of the revised policy on the Internet, accessible through the site. Use of the site following such changes constitutes your acceptance of the revised policy then in effect.

We encourage you to bookmark this page and to periodically review it to ensure familiarity with the most current version of our privacy policy.
 
For further assistance, you can reach us at 862-298-5964

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