Have a problem with your product? Simply need to make a return? Don’t need what you ordered? Check below for help with your returns, along with our stated guidelines regarding these matters.
New/Unused Item Not Needed/Wanted or Otherwise:
For new/unused items, we can accept these back (14) days after the original purchase date – return shipping will be customers responsibility, and no refunds, credits or discounts can be offered for any return shipping fees.
If the item is new, unused and without fault or damage (still in re-sale condition), we can offer store credit for the return merchandise item, valued at the amount that was paid via the original purchase – shipping charges are not included. If a refund is requested via Credit Card or PayPal, there will be a 15% restock fee applied; refund(s) will be made for original purchase price via the returned item, minus the 15% restock fee.
Items being returned must be brand new without any use – any engines that have been run, kits that have been partially or fully built, items that have been soldered, or products that have been cut, punctured, modified or otherwise, will not be accepted as a return. Helicopter kits that have been “test flown” will not be accepted as a return item.
All approved return items will require a RMA (Return Merchandise Authorization) number before being shipped back to our location. This number aids us in the ability to properly handle your return – without an RMA number, your package has a high probability of being mis-handled, lost or delays, and HeliDirect will take no responsibility for any return that does not have an approved RMA number. Please contact our staff for proper RMA information, as we are happy to help you.
Packages that have missing items, parts or otherwise will be returned to the customer and will not be eligible for any credit, refund or otherwise.
When packing your item(s) for return, be sure all original pieces and documents are included in the package, assorted as in original factory condition. If items are missing, damaged or otherwise, your return will not be able to be processed or accepted, and will be returned direct to you.
Return shipping can be whatever manner that suits you best, but must be safe, ensuring the package arrives to us without being damaged. Return shipping fees cannot be credited or refunded, no matter what the cost may be, so avoid high cost methods, such as 2nd Day Air & Overnight shipping, as these are not necessary methods for a return. We recommend using a “tracked” method of shipping, which will allow you to verify that the return has made it to our facility.
Returns sent via COD will not be accepted; customer is bound to pay shipping fees for any new/unused item, and no compensation can be offered.
Faulty/Damaged or Warranty Returns
For any item that is faulty, damaged, or falls upon warranty related issues, please contact our customer service department for help, and we will be sure to assist you in every way possible in regards to the matter at hand.
Please note that some products or items will be replaced and/or repaired direct via the manufacture, no matter when the item/product was purchased. In this case, feel free to contact us for help, and we will issue you the proper contact information so the item can be addressed via the manufacturer, as some manufacturers deal with all warranty related items direct, rather than through the original re-seller.
Once an RMA number is received, please ship back to us via standard shipping – no upgraded shipping method, such as 2nd Day Air, Overnight, or EMS will be credited or refunded. Returns can take several days to be processed – please see below section for greater detail on returns and how they are handled.
Returning Fragile Items
In regards to returning fragile items, such as fiberglass fuselages, fiberglass canopies, or any other item that is easily damaged, it is the customer’s sole responsibility to ensure that the package is packed and sealed safely, as any damage via return shipping will not be accepted. If a damaged item is received, it will be returned to the original shipping address, and will need to be settled via the customer through the shipping agent used. HeliDirect will not be involved in any claims, refunds, credits or otherwise for return shipping damage.
Please note that returns can take between 2 – 7 days to process upon receipt of your return, and all returns are processed as quickly and efficiently as possible – contacting our customer service department via phone or email will not speed up this process, as our return department is separate. We will email you updates as your return is handled by our returns department, and if any issues or questions arise regarding your return, we will contact you as soon as possible.
Please allow time for your return to be processed, as high demand can cause delays – we truly care about your returned item and will process your package as soon as we are able. If your package has just arrived in our facility, please understand that our customer service department will not have updated status till your package is processed – as mentioned, we will be sure to email you as we update all returns, and will have our customer service department follow up with you as soon as your RMA is processed.
For any item requiring testing, please allow the above mentioned time to pass, as the testing process via our in house technicians will require the necessary time to problem solve your return. Our goal is to isolate whatever trouble your item(s) may be experiencing, and as soon as we have the available information to proceed, you will be updated regarding this.
For a return of a new/unused item for store credit, refund or exchange, the above 2-7 days processing time will still be in effect. We process all returns as rapidly as possible, and your return is very important to us, but we require the above necessary time to properly sort & process your returned package. Again, please note that contacting our customer service department for updates on your return will not speed up your return process, as returns are handled in a separate facility within our warehouse.
If your return is waiting upon store credit, you will be emailed a credit code that can be used with your next order. Our customer service department can help you use your credit with any order, but if your credit has not been issued as of yet, please allow your return to be processed, as our customer service representatives do not handle your return(s), or issue credit regarding the returned item(s).
When your return has been processed and shipped, we will alert you via email. All returns will be shipped via standard Ground based methods, or US Mail based methods – 2nd Day Air, Overnight, Priority, or other express methods will not be offered. If the customer wishes to upgrade to a quicker method, we are happy to assist – customer will need to pay for the upgraded shipping method.
For customers who want to add an item to the return, or upgrade to a larger, heavier item from the original return, excess shipping costs will be required to be paid for via the customer.