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Returns, exchanges and refunds

All products   Updated 2026-08-10

The 45-day guarantee

You can return any Helio device within 45 days of delivery for a full refund of the product price, for any reason. Try it on your wall; if it does not suit your home, send it back.

What qualifies

  • Device in working condition with the wall plate, screws and cable included.
  • Original box preferred but not required.
  • Bundles must be returned complete to receive the full bundle price.

Devices with physical damage from installation (cracked housing, torn terminals) may receive a partial refund; we will tell you before processing.

How to start a return

  1. Contact support with your order number and reason. A member of the team confirms eligibility and emails a prepaid UPS label within 1 business day.
  2. Pack the device and drop it at any UPS location within 14 days.
  3. We inspect the return within 3 business days of receipt and issue the refund to your original payment method.

Return shipping is free within the contiguous US. For Alaska, Hawaii and Canada we deduct a flat $12 from the refund.

Refund timing

Refunds usually appear within 5–10 business days after we issue them, depending on your bank. Expedited shipping fees are not refunded unless the return is due to our error.

Exchanges

To swap a T2 for a Helio Air (or the other way round), start a return and place a new order. That is faster than a manual exchange and keeps your refund on schedule.

After 45 days

Returns are not accepted after 45 days, but hardware faults are covered under the warranty. See Helio Home limited warranty.

Refunds and returns are always handled by a person on the Helio team, not by the assistant. Ask in chat and a teammate will follow up within 4 business hours.