Returns and refunds
You have 30 days from the delivery date to request a return.
What we accept
- The item must be unused, undamaged and returned in its original box with all accessories (battery, charger, inflation nozzle).
- Items showing use, punctures, water damage or missing parts cannot be refunded, though we may still be able to help under warranty — see below.
How to start a return
Email helios.us.store@gmail.com with your order number and the reason for the return. We reply within 2 business days with return instructions and an address. Please do not ship anything back before you have those instructions, as we cannot track unannounced parcels.
Return shipping
If the item is faulty, damaged in transit, or not what you ordered, we pay the return shipping. If you are returning it because you changed your mind, the return shipping is yours to cover.
Refunds
Once the item reaches us and we have checked its condition, we issue the refund to your original payment method within 5 business days. Your bank or card issuer may take a further 3–10 business days to show it. Original shipping charges are refunded only where the item was faulty or incorrect.
Damaged or faulty on arrival
Tell us within 7 days of delivery and include photographs of the item and the packaging. We will replace it or refund it in full, including shipping both ways.
Warranty
The motors and battery carry a 12-month warranty from the delivery date against manufacturing defects. This does not cover punctures, general wear, misuse, or damage from use in surf or open water. Contact us at the address above with your order number and a description of the fault.
Cancellations
If your order has not shipped, we can cancel it and refund you in full. Once it has shipped, treat it as a return under the terms above.