Warranty & Returns
We want you to love your Helium | Design Lab product and feel great about Helium Design Lab, too - but sometimes stuff happens; we're a really small company; and our margins are tight - just saying. We're in this together.
So here's what we'll do about it and here's what you're agreeing to -- please do read carefully!
First:
when your package arrives please keep ALL packing materials including the invoice and keep everything in pristine condition just in case a return is required.
Second:
if you have a simple change of heart within 14 days from receipt of your purchase, we will (upon receipt of the grip in new condition with all original packaging in as new condition) refund the product purchase price less a 15% restocking fee via the original method of payment. Costs of shipping is not included in the refund.
Third:
We warrant our products to be free of manufacturing defects for one year from the date of purchase and will repair or replace it should the need arise.
Would it be awesome to give you a lifetime guarantee? Yes, sure it would, but that's just infeasible for us, sorry. Steak knives? That's another story, but fortunately we don't sell them.
Then again, here's what our warranty DOESN'T cover:
Cosmetic blemishes, scratches, stains, or wear & tear
Failures or breakages due to misuse, neglect, or intentional damage
Items we don’t manufacture ourselves.
Shipping.
Why do we NOT cover this stuff?
Because hey: if we've done it right, you'll beat up on the product as much as you would the camera -- you'll love to use it. In the camera industry, wear and tear are worthy of RESPECT -- and as for the rest, that's just out of our control.
ANYWAY:
In the event of a defective product, the replacement product may come from our stock of open-box or refurbished items, at our discretion. In this case, we will pay for shipping to you once we've received your return.
The Process
Whether it's a warranty issue or return, please get the ball rolling by notifying us via email at info@heliumlab.design clearly telling us why you're returning the product (warranty repair or replacement within one year of purchase, change of heart return within 14 days of purchase) along with photos and/or videos of the product and (in the case of a change of heart return) all packaging materials in original condition).
We will respond within 48 hours, confirming next steps.
Please make sure to include a copy of our confirmation email in the package you ship to us.
Once we receive and inspect your return parcel, please allow 5-7 working days for us to get the replacement or refund out to you. In the event of a replacement, we will pay for shipping to you.
Liability Release
We put everything we can into our product because a) we want to use it ourselves; and b) because we want every single one of our customers to be delighted by it.
Still, Helium | Design Lab cannot be/is not liable for damage to cameras, equipment, ham sandwiches, or anything else in your surrounding environment as a result of using our products, nor can we be/we will not be liable for bodily injury to yourself or others as a result of using our products.