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Refunds & Returns

Can I return my item for a full refund?

If you are a consumer, 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 14 (fourteen) working days in which you may cancel. The cancellation period concludes 14 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.

The stipulation of 'working days' means that Saturdays, Sundays or public holidays are not included in this period.


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 recieve 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, 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 20% 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 account and access the Order History page.

Select Order History

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 will then receive an email from the team at Heliguy containing a label which will allow you to return your product free of charge.

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 working days when processing your return.


Please contact our sales team to resolve any issues:


UK: 0845 838 8652
Int: +44 (0)191 296 1024