Refunds & Returns

Refunds and Returns

How to return an item to HELIGUY.com™ for exchange or a refund in the UK, Europe, USA or anywhere else in the world.

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.

The customer will pay for the shipping of the item back to us.

Returns in the UK, EU and Rest of the World

To return items to us in the UK, EU or Rest of the world 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

 

Returns in the USA

To return items to us in the USA please send the items to this address:

Colena Inc
3200 Commander Dr. #100
Dallas
Texas
75006
United States

 

How to Return an Item at HELIGUY.com™ to the UK, EU or ROW

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.

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.

Then you simply need to post your item, with the returns form included, to our offices for processing.

Please send the items to the following address:

Colena Ltd
 
Unit 9, Jupiter Court, Orion Business Park
North Shields
Tyne and Wear
NE29 7SE
United Kingdom
 
The team will be in touch within 48 hours of receiving your return to confirm the refund has been processed.

How to Return an Item to HELIGUY.com™ from the USA

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.

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.

Then you simply need to post your item, with the returns form included, to our offices for processing.

Please send the items to the following address:

Colena Inc
 
3200 Commander Dr.
#100
Dallas
Texas
75006
 
The team will be in touch within 72 hours of receiving your return to confirm the refund has been processed.

Frequently asked questions

Common Queries about Refunds and Returns to HELIGUY.com™

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 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, flown, updated or installed.

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

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.

Got a question about refunds or returns?

Contact our team in the UK or USA today for advice.

Returns from the UK, Europe or Rest of the World?

To contact us about returns or refunds from the UK, EU or Rest of the World:

Phone: +44 (0) 191 296 1024

 

Email: [email protected]

 

Return from the USA?

To contact us about returns or refunds from the USA:

Phone: +1 862 298 5964

 

Email: [email protected]

 

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