Returns & Refunds
Last updated: March 2026
30-Day Money-Back Guarantee
If Helikeep doesn’t work with your controller or doesn’t meet your expectations, you can return it within 30 days of delivery for a full refund.
How to Return
- Email us at returns@helikeep.com with your order number and reason for return
- We’ll confirm eligibility and send you a return shipping label (EU only)
- Pack the device in its original packaging (or equivalent protection)
- Ship it back using the provided label
- Refund processed within 5 business days of receiving the return
What’s Eligible
| Item | Returnable | Notes |
|---|---|---|
| Helikeep device (unused/like-new) | Yes | Full refund including shipping |
| Helikeep device (used, working) | Yes | Full refund. We’ll refurbish and resell |
| Helikeep device (damaged by user) | No | Warranty covers manufacturing defects, not user damage |
| RJ45 cable | N/A | Keep it — we don’t need it back |
| PRO subscription | N/A | Cancel anytime, no refund for partial periods |
Compatibility Guarantee
If Helikeep doesn’t work with your charge controller and the controller was listed as “Supported” or “Coming Soon” on our compatibility page, we’ll provide:
- A full refund, OR
- A replacement device when support for your controller is released
Your choice. No questions asked.
Warranty Claims (Manufacturing Defects)
Helikeep comes with a 2-year warranty covering manufacturing defects:
- Device won’t power on
- RS485 communication failure (hardware fault)
- Enclosure seal failure (water ingress through factory-sealed points)
Not covered:
- Physical damage (drops, impacts, crushing)
- Water damage from improper cable entry sealing
- Damage from incorrect wiring (connecting battery voltage to data pins, etc.)
- Normal wear and tear
For warranty claims, email warranty@helikeep.com with:
- Order number or proof of purchase
- Description of the defect
- Photos if applicable
Shipping Costs
| Scenario | Who Pays |
|---|---|
| Return within 30 days (EU) | We pay (return label provided) |
| Return within 30 days (outside EU) | Customer pays return shipping |
| Warranty replacement | We pay both ways |
Contact
Returns: returns@helikeep.com Warranty: warranty@helikeep.com