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Warranty

HELM AUDIO LIMITED PRODUCT WARRANTY

HELM Audio, LTD products are warranted against defects in materials and craftsmanship for a period of one year from the date of the original purchase. Under this warranty, your claim can be directed to HELM, even if you purchased the product from an authorized third party retailer/reseller. The warranty will only be honored by providing the original proof of purchase that shall include the date of purchase and where the product was purchased which must be verified as an official authorized HELM retailer/reseller.

During the warranty period, HELM will, at its sole option, repair or replace the original, defective parts or issue a refund in the amount of the original purchase price. This warranty does not include damage resulting from accidents, or from improper use, maintenance, or repair, or from other causes that are not defects in materials or craftsmanship.

Unfortunately, from time to time, HELM products are sold by retail outlets, dealers or internet sites that are not authorized by HELM. In most cases, products sold by these unauthorized companies were not purchased directly from HELM.

HELM products sold by unauthorized retailers or dealers could be:

  • Purchased on a "gray" market from other countries and illegally sold in the US
  • Counterfeit products not produced by HELM
  • Damaged, defective, or previously used products (B-stock)
  • Products stolen from authorized dealers or other sources

Unauthorized dealers may deceive consumers by implying the product is covered by HELM’s warranty policy. Any products sold by unauthorized dealers are not entitled to HELM warranty coverage. We are using our best efforts to prohibit companies from taking advantage of consumers, but these practices still exist. To ensure authenticity, quality and warranty on your purchase only buy from a valued HELM authorized retailer and register your product from the official HELM website to assist our support team in validating your purchase.

Possible Defects Covered Under HELM’s 1 Year Limited Warranty:

  1. No sound or low sound playing in one or both earbuds
  2. Loose or separated pieces on earbud or headphone housing
  3. Malfunction of microphone
  4. Battery not charging or not holding a charge
  5. Earbuds do not stay paired

HELM Guidelines: The above warranty does not cover the following:

  • Minor faults or deviations in the quality of a product which do not affect the product’s value or fitness for its intended purpose
  • Any accessories supplied with the product
  • Faults resulting from improper use, mishandling, accidents, theft, extreme weather/temperatures or excessive wet conditions.
  • Any modification of HELM products affected by you or a third party, unless HELM has given its prior written consent to the nature and extent of the modification faults of which the purchaser was already aware at the time of purchase (used or refurbished units)
  • Purchases from “gray markets” from other countries
  • Counterfeit products not produced by HELM
  • Purchases from unauthorized sellers.

 Request Warranty Support:

  1. File your claim via email to support@helmaudio.com, Subject Line: "Warranty Claim & Your Name".
  2. In your email, please include the product name and summarize what specific issues you are having with the product. Our team will work with you to troubleshoot and if deemed there is a problem we will have you send the product back.
  3. In your email we require proof of purchase (a digital copy of the receipt or screenshot) that shows your order number, date of purchase and where you purchased.
  4. After HELM has verified the proof of purchase, we will email you a return authorization number (must be included with the return) and a pre-paid shipping label.
  5. Once the product has arrived to our facility, our support team will inspect and follow up with you on the replacement status. On average this process takes 2-3 weeks from start to finish.