Warranty PolicyUpdated 11 hours ago

Most items we sell are covered by the manufacturer's warranty. Damage on arrival or a unit that doesn't work out of the box — tell us within 7 days of delivery and we cover it directly. After that, we route you to the manufacturer and stay on the file until it's resolved. If the manufacturer goes quiet for 5 business days, we step in on your behalf and don't drop it.

Start a warranty claim by emailing [email protected] with your order number and a photo or short video of the issue.

How warranty works at HeliDirect

We don't run a repair bench in-house. We're a specialty retailer — our job is to get the right warranty path moving fast and stay on it if it stalls. We don't just point you at the manufacturer and disappear.

For anything past the 7-day window, the manufacturer owns the warranty decision, but we don't disappear. We document the issue, point you to the right contact, and follow up if you tell us they've gone silent.

The 7-day window — what we cover ourselves

If the item arrives damaged or fails on the first power-up:

1. Email [email protected] within 7 days of delivery.
2. Include your order number and a clear photo or short video.
3. We send a prepaid return label and an RMA number, usually within one business day.

Inside 7 days, you choose: repair, replace, store credit, or refund. We pay return shipping. No restocking fee.

This window matches UPS and USPS carrier claim periods — beyond 7 days we can't file a transit damage claim, which is why the deadline matters.

Manufacturer warranty — how we help

Past 7 days, most issues go through the brand. Each manufacturer has its own warranty term and process. Here's how the brands we sell handle it:

You make the first contact with the manufacturer. That gets you in their queue with the right serial number and proof of purchase. Send us a copy of the request — order number, the issue, what you sent the manufacturer — and we'll open a file on our side.

If you don't hear back within 5 business days, tell us. We have direct channels to most brands we carry and can escalate. We don't make promises on the manufacturer's behalf, but we don't let your case stall either.

What's covered

A manufacturer warranty typically covers:

• Defects in materials or workmanship at the time of manufacture
• Component failure under normal use, within the stated warranty period
• Items installed and operated according to the manufacturer's instructions

Proof of purchase — your HeliDirect order confirmation — is required for any warranty claim. Keep it.

What's NOT covered

These are the standard exclusions across the industry. The manufacturer makes the final call, but here's what almost always falls outside warranty:

• Crash damage. Mechanical impact, water, or fire damage is on the pilot, not the manufacturer.
• Wear parts. Main blades, tail blades, belts, dampers, bearings, brushes, tires, body shells — these wear out by design.
• Modified products. Repainted ESCs, re-soldered motor leads, recased batteries, cut servo wires, custom firmware — modifications void the manufacturer warranty.
• Improper installation or operation. Reversed polarity, wrong voltage on a servo, incorrect ESC programming, overheated motor.
• Cosmetic damage that doesn't affect function — scratches, paint chips, decal wear.
• Collateral damage to other parts caused by a failed product. If a failed ESC takes out a motor, the manufacturer covers the ESC, not the motor. We can't override a manufacturer on collateral damage.
• Items purchased used or from a non-authorized source. Warranty only covers items bought through HeliDirect or another authorized dealer.

How to file a warranty claim

Step 1 — Email us first

Send [email protected] the following:

• Your order number
• The item and what's wrong with it
• A clear photo or short video showing the problem
• For electronics: the serial number if visible

We reply within one business day with your path: direct return to us, manufacturer contact, or escalation.

Step 2 — Send to the right place

• HeliDirect-handled returns: We email you a prepaid label and RMA number. Ship to our Middletown, IN address using the label provided.
• Manufacturer-handled returns: We give you the manufacturer's RMA contact and the info they'll need. You ship to them. Shipping cost is typically the customer's responsibility unless the manufacturer covers it.

Step 3 — Processing

• HeliDirect direct: We inspect within 2-5 business days of receipt. If the issue is verified, we repair, exchange, refund, or credit per your choice. If the item tests good, we'll explain what we found and ship it back in the condition received — no refund or credit, since we can't resell it as new.
• Manufacturer direct: The manufacturer's stated turnaround applies. Send us a quick update if the case stalls past 5 business days and we'll push.

Important deadlines & windows

• 7 days from delivery — damaged or DOA reported to HeliDirect. Past this, transit claims can't be filed and the case moves to manufacturer warranty.
• 30 days from delivery — unused-item return window (see Returns & Exchanges). Warranty is separate from returns.
• Manufacturer warranty term — varies by brand and component, typically 90 days to 2 years.
• 5 business days — if the manufacturer hasn't responded to your warranty request, contact us and we'll escalate.

Edge cases

"I crashed it on the first flight — is that warranty?"

Crash damage isn't covered, but if a component failure caused the crash (servo gear stripped, FBL sensor drift, ESC cutoff) that's a different conversation. Send video of the flight if you have it. We'll review with you and route to the manufacturer if there's a credible defect claim.

"I modified the part — am I out of luck?"

Modifications void manufacturer warranty in nearly every case. Tell us straight what was done — we'll level with you on whether a brand will help on a goodwill basis, especially if the modification was unrelated to the failure. We'll ask. We can't guarantee an answer.

"The item was a gift — I don't have the order number"

We can look up the order by the buyer's name and email. The original buyer needs to be on the warranty case for proof-of-purchase reasons.

"The manufacturer says it's user error and I disagree"

We can advocate, but we can't override a manufacturer's warranty determination. If you've been told no and you believe the call is wrong, email us with the manufacturer's response and any supporting photos or video. We'll review and reach out to the brand directly. Sometimes a second look gets a different answer.

"It's an item we no longer carry"

Manufacturer warranty isn't tied to whether we still stock the item. As long as the manufacturer is still supporting the product, the warranty path is the same.

Limitations

HeliDirect resells products manufactured by others. We are not the warrantor for items we don't manufacture, and we don't perform out-of-warranty repairs in-house. Pulse and FPV Direct branded items are warranted directly by HeliDirect.

This is a limited warranty. Manufacturer warranties typically exclude consequential or incidental damages — meaning a failed component is covered, but other parts that may have been damaged because of that failure are not. This is industry-standard for hobby electronics and we can't override it.

This warranty gives you specific legal rights. You may also have other rights that vary by state.

Need help?

For any warranty question, email [email protected] with your order number. We answer Monday through Friday, 9:00 AM to 4:00 PM EST. Most replies go out within one business day.