Refund policy

Change of mind returns

If something isn't right for you, you can return it within 30 days of receiving your delivery. Here's how it works:

  • Email contact@helite.co.nz and let us know what you'd like to return and why.

  • We'll confirm the return with you before you send anything back.

  • The item must be unused and in a sellable condition.

  • You cover the cost of return shipping.

  • Once we've received the item and confirmed it's in sellable condition, we'll process your refund. Refunds can take up to 5 working days.

Sale items

Items purchased as part of a deal or promotion are final sale. We don't offer a return or exchange for change of mind on these items.

Pre-orders

Some products are available to pre-order when we don't hold them in stock. You pay in full at checkout and we order your item in from Helite in France specifically for you. The expected wait is shown on the product page and repeated in your order confirmation.

We'll be in touch before we place your order to confirm your size and talk through timing.

You can cancel a pre-order for a full refund within 48 hours of placing it. Email contact@helite.co.nz and we'll take care of it.

After 48 hours we've committed your order with Helite in France, so we can't cancel it, and pre-ordered items aren't eligible for a change of mind return once delivered.

If we can't supply your item within the timeframe we gave you, we'll email you. You can choose to wait or cancel for a full refund.

None of this affects your rights under the Consumer Guarantees Act. If a pre-ordered item arrives faulty, isn't as described or isn't fit for purpose, the section below applies in full.

Faulty items and your rights under New Zealand law

Under the Consumer Guarantees Act 1993, goods you buy from us must be of acceptable quality, fit for purpose and match their description. This applies regardless of the 30-day return window above, and regardless of whether the item was full price or on sale, a business can't contract out of these rights.

If something arrives faulty or develops a fault, get in touch and we'll sort a repair, replacement or refund in line with the Act.

If your claim relates to how the airbag system itself performed or a manufacturing warranty matter, this is handled separately by Helite SARL through my.helite.com. See our Warranty Registration page for details.

Frequently asked questions

Can I return an item if I've changed my mind?

Yes, within 30 days of receiving your delivery. Email contact@helite.co.nz to arrange it. The item needs to be unused and in a sellable condition, and you'll cover the cost of return shipping. Items marked as final sale, such as deals and promotions, and any product bought on pre-order, aren't eligible for change of mind returns.

What if my item arrives faulty?

Contact us and we'll arrange a repair, replacement or refund under the Consumer Guarantees Act. This applies even to sale items and outside the 30-day window.

Are sale items eligible for return?

Sale items are final sale for change of mind. If a sale item is faulty, your rights under the Consumer Guarantees Act still apply.

Can I cancel or return a pre-order?

You can cancel a pre-order for a full refund within 48 hours of placing it. After that we've ordered your item in from France specifically for you, so we can't cancel it and we can't accept a change of mind return once it's delivered. We'll confirm your size with you before we order. Your Consumer Guarantees Act rights apply either way.

How long does a refund take?

Once we've received your return and confirmed it's in sellable condition, refunds can take up to 5 working days to process.