Privacy & Terms & Conditions

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PRIVACY AND TERMS AND CONDITIONS

Heliguy.com is owned and operated by Colena Ltd.

We invite you to print out these Terms & Conditions, or we can e-mail these to you on request. Please request the "Terms & Conditions" from our Customer Service Centre. YOUR STATUTORY RIGHTS ARE NOT AFFECTED BY OUR TERMS AND CONDITIONS.

General
We accept no liability (to the fullest extent allowed by law) for the accuracy of information contained on the website or related adverts, which may contain technical inaccuracies or typographical errors including information obtained from live support operators and via email. However, this provision does not affect your statutory rights and remedies.

These terms & conditions contain the whole of our agreement relating to your purchase, together with our website prices and contact details. They cannot be varied except where in writing and signed by a Director of Colena Ltd.

Credit card safety
Heliguy.com and our secure payment service providers (Protx) use the latest technology to protect your credit card information and do not release it to any outside organization. Credit card details from our online transactions are not stored by us at any point and are encrypted, verified and destroyed. You can fax or post your card information to us as well as phone your orders to us. Any losses sustained by the transmission of personal information by e-mail or Internet links shall be borne exclusively by you.

Heliguy.com Privacy Guarantee
We will not rent or sell your name, address, e-mail address, credit card information or personal information to any third party (excluding partners from whom you may have linked to our site) without your permission. If you have purchased from our store, subscribed to one of our newsletters and entered any of our competitions, or advised us of your e-mail address, POST & TELEPHONE we may occasionally update you on news and special opportunities via e-mail, POST & TELEPHONE.

Delivery
Please check ´Delivery Information´section this details courier information. International deliveries may be liable for further charges on import into your country please see your native government legislation on how this might affect you. All radio equipment is 35MHz unless stated otherwise.


Cancellation & Returns


Product is Unwanted:

You can give notice of your intention to return your purchase for a refund within 7 working days, commencing the day after delivery. Notice will be accepted in the form of an e-mail to us or written letter to the address provided on the Contact Us page. Please keep a copy of this notice in case of dispute.  Postage costs of returning the item to ourselves is to be bourne by you and we strongly urge you ensure that your chosen postage method is insured and that you request a signature upon delivery, proof of postage will not be accepted as proof of return. If the item is returned to us and the postage costs have not been paid by you we reserve the right to charge these costs to you even if we have already given you a full refund.

Items will only be accepted if we have issued you with a returns number which must be clearly stated on the outside of the package you send. Where possible we urge that the item be returned in an UNUSED AND UNOPENED condition. You must take reasonable care of the goods once they have been received by you. If these terms are not adhered to you will be required to pay for shipping charges in order for us to return the product to you. It will be at our discretion to refund a percentage of the purchase price for any item deemed damaged because you have not taken reasonable care of the goods. ALL REFUNDS ARE PROCESSED within 30 days - it is our aim to get your money refunded back to you as quick as possible.

You must not return items using "return to sender" as we are not able to guarantee how long it will take or whether the goods will reach us from the post office using this method.

We may waive the fee or extended the returns period at certain times of the year or in exceptional circumstances, this is at our discretion and is usually Christmas time or pre-agreed times agreed between us before purchase.

Lost items

In the unfortunate event the item is lost please contact us to inform us you have not received the item. After a certain time period which will depend on the courier* we will resend the item to you, this does not affect your statutory rights. We will incur all costs from failed deliveries and be assured we will try our upmost to rectify postage problems. *We cover all international deliveries no quibble and special delivery purchases. If you purchase small items for delivery in the UK and they are over £28 we advise you use special delivery (we will refund the max compensation on the postal service you select if they get lost).

Damaged or Defective Items

We do not accept minor marks and damage on the packaging due to shipping and handling as a fault, but we will where possible attempt to replace the damaged item. This is at our discretion.

If your item has been delivered with a fault then contact us immediately. You will then be issued with a returns number and a postal address. Postage costs of returning the item to ourselves will be refunded where the item is tested faulty (after the item is returned to us), we strongly urge you to ensure that your chosen postage method is insured and that you request a signature upon delivery, proof of postage will not be accepted as proof of return. We will then repair or replace your goods in the quickest possible time. When the item is returned we will test the item in our technical department. Should the item prove not to be faulty no charge will be levied but we do ask you pay our return postage costs to you (we will make as cheap as possible). If you are unsure of whether your product has a fault, please do not hesitate to contact us wherein we will advise you on how to proceed.

If the item has been used and damaged i.e. in a crash then the item will not be deemed as faulty. If it has developed a technical fault after a crash then please contact us. It is our policy to try help customers with their models where ever they purchased it.

If you require any further information regarding current legislation and laws in connection with a purchase please contact the citizens advice bureau or your local trading standards office.

Ready to fly (RTF) Aircraft
We have a simple procedure for Ready to Fly Aircraft. ANY FAULTS must be reported before the model is flown. If you attempt to fly the model then your model will not be classed as faulty and as such no refunds or returns will be accepted. This rule applies to ready to fly helicopter’s it sounds harsh but unfortunately some customers crash their models and attempt to then claim the model is faulty.

We recommend you carry out a full flight checks and tests before flying. Our forums include complete postings on what procedures to follow. Whilst we perform a flight check on all RTF helicopters we cannot ensure that the heli is fully calibrated. Blade tracking and pitch etc will not be tested before dispatch. We will ensure that all electronics are responding correctly and that basic control is functioning. If you believe the helicopter is faulty you must inform us immediately.

Please remember that remote controlled helicopters are not toys, we recommend that the minimum age for helicopters is 14 years old. We also advise that supervision be give to children above this age range and below 18. It is the responsibility of the user to ensure the safety of people and property around them when learning to fly these vehicles.

Lithium Polymer batteries (LiPo, Li-Poly)

Fire can be caused by: ‘Overcharging’ (wrong charger or charger setting, unbalanced battery load, charger fouled by poor power supply), charging a damaged cell or pack and short circuit (including crash damage).

Cells or packs can be damaged by: Over discharging (running ‘too flat’ and/or too hot, discharging an unbalanced battery load), short circuit and crash damage. Please view our Lithum Polymer Do’s and Don’t section found here this covers charging guidelines.

Product warranty does not cover collateral damage. Due to the nature and use of this product there is no term warranty. Misuse, abuse incorrect charging and discharging and all other inappropriate use of this product is not covered under warranty.

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