Refund policy

This Return & Refund Policy governs returns, refunds, and defective product claims after an order has shipped or been delivered.

For purposes of this policy:

- “Seller” means Helium Deploy

- “Buyer” means the customer

1. Returns for Unopened, Non-Defective Items

The Seller may, at its sole discretion, accept returns of unopened and non-defective products that remain in their original, sealed packaging.

Eligibility

- Return request must be submitted within fourteen (14) days of the purchase date.

- Items must be unused and in original packaging.

- Packaging must not be opened, tampered with, or damaged.

Approval is not guaranteed.

Fees and Costs

If a return is approved:

- A restocking fee equal to ten percent (10%) of the total order value will apply.

- The Buyer is solely responsible for all return-related costs, including shipping, customs charges, duties, brokerage, taxes, and any other import or landing fees.

Refund Timing

Refunds will be issued within twenty (20) days after the Seller confirms receipt and inspection of the returned product. Refunds will be issued to the original payment method unless otherwise required by law.

The Seller reserves the right to refuse returns that do not meet these conditions.

2. Defective or DOA (Dead on Arrival) Units

The Seller accepts claims for defective or DOA units only.

Claim Window

Claims must be submitted within thirty (30) days of confirmed delivery.

The Seller does not accept “change of mind” returns for opened products.

Conditions

- All accessories, manuals, and included components must be retained.

- Serial numbers, IMEI labels, and security seals must remain intact.

- The Buyer must not ship any product before receiving written authorization.

RMA Requirement

All returns require prior written approval through a Return Merchandise Authorization (RMA).

If a claim is approved:

- The Seller will issue a prepaid return label. Note: Return shipping will only be covered from the same country we delivered the unit.

- Returns sent without an approved RMA may be refused.

After inspection, the Seller will determine whether repair or replacement is appropriate. 

The Seller may deny claims resulting from misuse, improper installation, modification (hardware and/or firmware), physical damage or unauthorized repair.

3. How to Submit a Return or Warranty Claim

Claims must be submitted through one of the following:

- RMA form on the Seller’s website (fastest).

- Helium Deploy chat by selecting “Help with my order”

- Email: support@heliumdeploy.io

The Buyer must provide:

- Order number (eg. Shop20000-A)

- Serial number (if applicable)

- Description of the issue

The Seller may request photo or video documentation.

4. Policy Scope

This policy applies uniformly across all sales channels, including the Seller’s website, Google, Amazon, and any other marketplace where the Seller offers products for sale.

Nothing in this policy limits rights that cannot be excluded under applicable consumer protection laws.