How can I do a replacement request of my device?

If your Helo device is still under the warranty period, Helo will replace it, subject to the conditions below, at no additional charge.

To be eligible for the Limited Warranty, you must:

  1. Have an active Account, with no outstanding balance or any unpaid fees;

  2. Be the original owner of the Helo device, meaning that you personally purchased the Helo device that needs repairs or replacement through your Account;

  3. Return the Helo device, within the applicable warranty period, in accordance with the procedures set forth below.

This Limited Warranty does not cover:

  1. Non-Helo Devices or counterfeit products;

  2. Lost or stolen Helo Devices;

  3. Damage or failure through misuse or malfunction, normal wear and tear, improper or negligent use, improper or abnormal use, or any use contrary to instructions provided by Helo;

  4. Damage or failure due to accident, acts of God, unauthorized commercial use, abuse, neglect, theft, unusual atmospheric conditions;

  5. Cosmetic damage;

  6. Any unauthorized modification to the product;

  7. Attempted repair by unauthorized persons or with any parts not originally intended for or compatible with the Helo Devices; or

  8. Any alteration of the factory model name and/or serial number.


To submit a warranty replacement request, contact our Customer Service Team providing the order number within 30 days following our shipment of the Product to you.

If approved, you will receive an RMA Number valid for 30 days and instructions for shipping the Product back to us.

Products received by the Company that does not match the information in the approved request, or are shipped without a valid and authorized RMA Number or with an expired RMA number (more than 30 days from issuance) will not qualify for a refund, and the product will be returned to you at your expense.

Please Note: The RMA process of an activated Biosense band also includes the addition of 5 tokens in the virtual wallet of the owner of the band. This is done to allow customers to activate their new band after receiving it through the RMA process.

To learn more

  • You can read more about the conditions of our warranty policy on our website.
How can I receive a refund for my order?