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Shipping, Returns, Warranty and Privacy

Love it or return it

Satisfaction Guarantee

We understand that buying goods online or by telephone without seeing them "first hand" has some limitations.

We only want fully satisfied customers and therefore we have a no obligation purchase policy that allows you to return your purchase within seven days for a FULL REFUND. You don’t need to tell us why.

If you feel the goods you receive are not for you, just return them in 'as new' condition (undamaged) within seven days of receiving them and we will refund your purchase cost via the original payment method.

To ensure the goods remain in 'as new' condition, we recommend trying them out inside your home first. Any use outside in the dirt will scuff the feet of the product and will render the item 'used' rather than 'as new'.

Returned goods should be sent (at your cost) via Australia Post (registered post recommended for security) to "Returns - Helinox Australia, PO Box 7172, Urangan Queensland 4655".

Please ensure that you include your name, phone and receipt number so we know who the returned goods are from. Please allow a few days for your refund to be processed after we receive the goods.

Shipping, Returns, Warranty and Privacy
Shipping, Returns, Warranty and Privacy

Exchange

If you have purchased a Helinox product and now find that you’d prefer another model or size, please contact us to arrange an exchange.

Provided the original purchase is returned in 'as new' condition, we will happily exchange the product and credit your new purchase with the full amount of any previous payment. In the event that the replacement product is less expensive than the original purchase, we will refund you the difference via the original payment method.

Warranty

All Helinox products sold in Australia & New Zealand are warranted against faulty workmanship for a period of five years. Faulty goods will be repaired, replaced or a refund provided depending on the circumstances. Damage by misuse or neglect is not covered by warranty.

Shipping Damage

Our products are wrapped & shipped with every care to ensure that they are delivered to you in perfect condition. In the unlikely event that you receive damaged goods, please contact us immediately so we can rectify the situation. 

Returns

In the unlikely event of a product fault or damaged goods, please contact us before returning the item.

You can contact us by email: info@helinox.com.au, toll free telephone: 1800 925 525, or by mail: Customer Service, Helinox Australia, PO Box 7172 Urangan Queensland 4655.

Shipping, Returns, Warranty and Privacy

Shipping information

Helinox Australia will ship FREE to anywhere in Australia or New Zealand.

Goods are shipped via Australia Post Express Post mail service in Australia and by air mail service to New Zealand. Australian orders over $300 in value will require a signature on delivery.

Orders received before 12 noon (QLD time) are usually shipped the same day.

Delivery is normally the following business day within the Express Post Network as defined by Australia Post. Delivery to locations outside the main metropolitan areas may take longer. If you have a deadline, please phone or email us, we can usually help out if you are heading bush in a couple of days.

New Zealand

For delivery to New Zealand please allow 2-3 weeks. Sometimes goods coming into New Zealand are held by NZ Customs and import duties are invoiced to the receiver which can cause further delays to delivery. Helinox Australia is not liable for any import duties and taxes applied when the goods reach NZ.

Other Overseas Orders

Helinox Australia will ship to many other countries on request. Shipping is free and the price of goods is the same as shown on this website. On receiving an overseas order, we will email you asking for confirmation that you will pay any import duties and taxes charged when the goods reach your country. You must reply to this email before we will send the goods. If the goods are sent and you should refuse delivery, the cost of return postage will be deducted from any refund due.

Privacy & security

Privacy:

We respect the privacy of your personal information and we are committed to ensuring proper collection, storage, use and disclosure.

Helinox Australia retains details relating to your purchase of Helinox products. The information includes your name, address, the goods purchased and the date of purchase. We will NOT provide any information about you to any third party that might use the information for marketing or other purposes. We may, only if required by law, disclose your personal information to law enforcement bodies (eg for the purpose of detecting or preventing fraud).

Website Statistics

We collect aggregated statistical information which tells us about visitors to the website but not the identity of those visitors. This helps us assess site visitor patterns.

Use and disclosure of information

We may use or disclose personal information that we collect about you:

  • for the purpose for which it is collected;
  • where you have consented to the use or disclosure;
  • to maintain our relationship with you;
  • to the extent that we are required or authorised by law to do so.

Security of your information

We take reasonable steps to ensure that your personal information is stored in a secure fashion and make our best effort to ensure its security and integrity.

Credit Card Security:

Our credit card payments are conducted by Securepay, one of Australia's leading payment gateways (owned by Australia Post).

This site features secure online ordering. The information you supply in our secure checkout area is protected by strong encryption. This means that the information you send to us and the information we send back to your browser is encrypted (or scrambled) while you are in the secure area. The padlock symbol that appears in your browser window means that encryption is enabled. We do NOT keep your credit card details on file after the purchase transaction.