RETURN POLICY (Right of Withdrawal):

In accordance with Article L. 221-21 of the French Consumer Code, the consumer Customer, in the context of a distance sale, has a withdrawal period of 14 days from receipt of the ordered products, except for the exceptions provided by Article L221-28 of the Consumer Code:

• Goods made to the customer’s specifications or clearly personalized (e.g.: scale models assembled in KIT form by HÉLIPRO at the customer’s request – airplanes, helicopters, drones, motor gliders, etc.).
• Goods unsealed after delivery and which cannot be returned for hygiene or health protection reasons (e.g.: helmets).
• Batteries and accumulators, for safety and protection reasons, which are neither returnable nor refundable.
• Orders paid online and collected directly in store do not benefit from the right of withdrawal.
• The right of withdrawal does not apply to purchases made by professionals.

Starting point of the period

The 14-day period runs from the effective receipt of the product by the Customer.

In the case of delivery to a pickup point or availability in store, the period starts from the date the parcel is made available, and not from the day it is collected by the Customer.

Procedure for exercising the right of withdrawal

1. Go to your Customer Account and select the order containing the item, tick it, then specify in the box under PRODUCT RETURN the reason for your request, then click RETURN A PRODUCT.
2. Wait for validation by our After-Sales Service (SAV), which will communicate its decision and, if approved, send you a return number. You can also track the progress of the return in your account by clicking on PRODUCT RETURNS.
3. Return the product together with the return number to the address indicated on the PRODUCT RETURN sheet.

Return conditions and condition of returned products

In application of Article L.221-23 of the Consumer Code (depreciation deduction), the Customer is responsible for any depreciation of the product resulting from handling other than that necessary to establish its nature, characteristics, or proper functioning.

The product must therefore be returned in perfect condition, complete (manual, accessories, any gifts) and in its original intact packaging (without tearing).

Any returned product that is damaged, incomplete, shows signs of use, or whose original packaging is damaged or missing may:

• either be refused,
• or give rise to a deduction applied to the refund, corresponding to the loss of value of the product (minimum 15% and up to 30% depending on the condition observed).

Refund / Credit / Exchange

Upon receipt and after verification of the product’s integrity by our SAV, HÉLIPRO will proceed with:

• a refund,
• or the issuance of a credit note,
• or an exchange, according to the Customer’s choice.

The refund will be made within a maximum of 14 days following receipt of the returned products, using the same method of payment as that used for the order.