DJI, Freefly & Flir Thermal Camera - Authorized Dealers
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Return Policy

Returns

We accept returns only within 30 days of your order. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused, in the original unopened packaging, in the same condition that you received it, and including all parts.
To complete your return, we also require a receipt or proof of purchase.

We charge a 20% restocking fee for returns.

There will be no returns accepted on the following items:
- Opened or used products
- Custom builds
- Ready-to-Fly machines
- Gift Cards
- Downloadable software products and online courses
- Perishable goods
- Paper goods
- Hazardous materials
- Flammable liquids or gases

Please do not send your purchase back to the manufacturer.


Refunds

Refunds are issued at Candrone's (or Heli Video Pros) sole discretion.

Any warranty requests are to be approved by the manufacturer of the product in question. Candrone (or Heli Video Pros) is not permitted to make any assessment or authorization for product repairs, exchanges or refunds on behalf of the manufacturer.

Customers seeking any kind of repair, exchange or refund under a manufacturer's warranty process must ensure that the manufacturer provides Candrone (or Heli Video Pros) with formal authorization for such a repair, refund or exchange, and the Customer should not ship their product to us until they are confident that the manufacturer's authorization has been provided.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed.

Refunds will be applied to the original form of payment used to make the purchase (with the exception of cash). For original payments made in cash we will contact you for additional information to process your refund which may include a Credit Card, PayPal account or mailing out a cheque.

Please be aware that refunds may take several days to be processed by your financial institution and may not show up on your statement for a month.

Late or missing refunds

If you are concerned that your refund hasn't been processed, first check with your financial institution or credit card issuer as it may take some time before your refund is officially posted.
If, after contacting your financial institution, you still haven't received confirmation of your refund, please contact us at:
support@helivideopros.com.

Sale items

Regular priced items may be refunded, sale items will be refunded only on a case-by-case basis at our discretion.

Exchanges

We only replace items if they are defective from the manufacturer.

Any warranty requests are to be approved by the manufacturer of the product in question. Candrone (or Heli Video Pros) is not permitted to make any assessment or authorization for product repairs, exchanges or refunds on behalf of the manufacturer.
Customers seeking any kind of repair, exchange or refund under a manufacturer's warranty process must ensure that the manufacturer provides Candrone (or Heli Video Pros) with formal authorization for such a repair, refund or exchange, and the Customer should not ship their product to Candrone (or Heli Video Pros) until they are confident that the manufacturer's authorization has been provided.

Shipping

Once you have received formal notification from us that we will accept your product return, you can mail your product to:
Candrone
Unit #318
2999 Underhill Ave,
Burnaby, BC
V5A 3C2

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.