Refund policy

Helix Security RMA Terms and Conditions

1-Year Manufacturer Warranty

All Helix Security products are backed by a 1-year product warranty beginning from the original purchase date. If you receive a defective Helix Security product, we will provide a replacement unit within this 1-year period.

  • The warranty period does not restart at the time of replacement.
  • Replacements are processed based on availability and may be manufacturer refurbished.
  • This warranty applies to all Helix Security branded products.
  • Product must be purchased from Helix Security Direct or an authorized distributor.
  • Third-party warranties must be handled directly with the provider.

Warranty Criteria

  • Does not cover normal wear, misuse, alteration, abuse, or improper handling.
  • Does not cover damage from weather, power outages, or electrical issues.
  • Does not cover improper care, accidents, or prolonged UV exposure.
  • Products must be returned in good condition; tampering voids warranty.

Refunds

  • Eligible within 30 days of purchase.
  • Must be purchased directly from Helix Security.
  • 10% restocking fee for unwanted items.
  • Shipping not covered for non-defective returns.
  • No restocking fee if product is defective.
  • Third-party purchases must follow seller policies.

Submitting an RMA Request

Submit requests at: https://helixsecurity.com/RMA

  • Complete all required fields to avoid delays.
  • Proof of purchase is mandatory.
  • No exchanges or upgrades; same model replacement only.
  • After 30 days, replacement will be refurbished.
  • Incorrect returns may incur additional fees.
  • Contact support before requesting replacement.

Support: 281-393-0933

Shipping Information

  • $30 flat shipping for Puerto Rico, Guam, Alaska, Hawaii, etc.
  • Prepaid labels provided for defective items.
  • Domestic shipping via USPS or FedEx.
  • All returns must be sent via traceable shipping.
  • Customer responsible until item is received.

International Returns

  • Customers must ship items via traceable methods.
  • Tracking must be retained and shared.
  • Replacement shipping not covered internationally.
  • DOA items (within 30 days) → shipping covered.
  • No responsibility for taxes, VAT, or customs fees.

Warranty Disclaimer

  • Helix Security is not liable for installation, shipping, customs, or government fees.
  • Helix Security is not liable for data loss or lost profits.
  • Unauthorized returns are not accepted.
  • Invalid returns may incur additional charges.