All returns require a Return Material Authorization (RMA) number. The RMA team at Helios issues RMA numbers following a review of each RMA request as they are submitted and can be reached at 1.888.936.5160; ext. 4415. Each request will be approved or denied on the basis of the following guidelines.

Permissible Timeframe for Return

Helios provides a fifteen (15) day return policy. ALL requests for a RMA must be made within fifteen (15) days from the invoice date. RMA numbers issued by Helios are only valid for ten (10) days and the product must be returned to Helios within this timeframe. RMA numbers will not be extended or reissued.

Defective or DOA Product

Product that is defective or Dead On Arrival (DOA) will be replaced according to the manufacturer’s warranty at Helios’ discretion.

Restrictions on Returns

Non-defective returns are accepted for credit or exchange at Helios’ discretion. All non-defective returns are subject to a twenty percent (20%) restocking fee. Any authorized return will be calculated on the equipment only and will not include the original shipping costs to the customer. The cost of the return shipment will also be the responsibility of the customer.

All products returned must be complete. This includes all original manufacturer’s protective packaging (including electrostatic protection), manuals, software, documentation, cables, or other accessories originally shipped with the product, blank warranty cards, and original UPC codes on the box. Incomplete returns may be returned to the Client. Returns received with the original manufacturer’s box written upon or where the Client did not use an adhesive shipping label will be assessed a defaced carton fee of fifteen percent (15%) in addition to any other fee(s).

Shipping Damage

If product arrives with damage that is visible or likely to have affected the contents of the boxes, the preferred method of handling it is to refuse delivery of the shipment due to damage by the carrier. The carrier will be responsible for returning it to Helios. The Client must note the reason for refusal on the carrier’s ‘attempted delivery’ record. If the damaged shipment is accepted, the recipient must note all known and visible damage on the carrier’s ‘delivery record’ in order for Helios to file a damage claim. The recipient must save the product and all packing it arrived in and notify Helios immediately so a carrier inspection and pickup can be arranged. Failure to follow these instructions or to report damage within fifteen (15) days from the invoice date will result in the request being denied as out of return eligibility.


Overgoods are unauthorized returns. Any products returned to Helios without a valid RMA number will be considered Overgoods. The Overgoods may be returned to the Client and the Client may be charged a $50 processing fee per shipment returned, plus related freight charges. If the Client refuses the shipment of Overgoods from Helios or returns the Overgoods to Helios a second time without Helios prior authorization, the Client agrees to relinquish all right and title to and waives all claims against Helios for credit related to such products.


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