Frequently Asked Questions
Returns of goods in the bundle will affect your refund amount. For example, if you return one of your bundle items, you will be refunded the amount for that product minus the value of the free product at the time you purchased it.
Will I have to pay import duty if I buy a product in Switzerland or the UK?
No, we send all of our products duty paid.
Does Helinox make accessories for sand or soft ground?
One of my leg poles broke in soft ground, how can I get it fixed?
Please contact us through our WARRANTY FORM. We can work with you on sending a replacement pole or fixing it for you here at our warranty service department.
Can I put my seat in the washing machine?
We advise that you hand-wash with warm, soapy water.
Where are Helinox products manufactured?
We manufacture our frames in Korea and our seats and carry-cases in Vietnam.
An ember from the campfire burned a hole in my seat - what should I do?
You can either patch it up with a patch repair kit (search tent repair kits online) or contact us about purchasing a replacement seat. You can also find replacement parts here.
I’ve lost my carry case, do you have replacements?
Yes, we have replacements available. You can find them here.
If I’ve used my product, can I return it for a refund?
You can return the product in ‘as new’ condition (undamaged and with original packaging) within 14 days (currently extended to 30 days) for a full refund. To ensure the products remain in ‘as new’ condition, we recommend trying them indoors first. Any outdoor use in the dirt will scuff the feet and will render the product ‘used’ rather than ‘as new’.
How long is your warranty good for?
Our 5-Year Warranty covers manufacturing defects in materials and workmanship for 5 years from the original owner’s date of purchase. Please note: we are not able to provide like for like replacement skins and frames for collaboration warranty claims. If you have purchased a product from one of our collabs and the collab has sold out, we are happy to offer you an inline product or replacement part.
Can I exchange my product for a different one?
We are unable to process exchanges at this time. If you would like to exchange a product you ordered from www.helinox.eu the best way to do so is to process a return, and then place a new order.
How do I return my item(s)?
Please use the 'Return enquiry' option on the 'Contact Us' page of this website to begin the returns process. You will need the name of the product(s) you wish to return and your order number to submit a return request. You will then receive an email with the return instructions.