Frequently asked questions
Will I be required to pay Norwegian VAT on top of the advertised RRP if I have my Helinox purchase shipped to Norway?
The Norwegian Government has recently made updates to their VOEC VAT Scheme that means all products bought online outside Norway and shipped to customers inside Norway will be subjected to a 25% VAT charge, payable on receipt of goods. Because the prices you see on Helinox.eu already include a VAT surcharge, we want to ensure you do not have to pay this tax twice.
Therefore, our policy is simple. When you receive the invoice for additional VAT charges on receipt of your products, send our customer service team a scan or photograph of the invoice to us using our contact form. We will then refund the amount requested back to your card.
You will then be liable to pay the Norwegian VAT, safe in the knowledge that you have only paid the price for your Helinox product advertised on the website. Please contact us if you have any queries about this scheme at all.
Will I have to pay import duty if I buy a product in Switzerland?
The Swiss government levies a 7.7% import duty on products bought online in the EU and shipped to Switzerland. If you receive this charge please contact us with proof of the charge and we will refund it straight back to the card you made the purchase with.
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.
I’ve lost my carry case, do you have replacements?
Yes, we have replacements available. Please contact us via our online form HERE
If I’ve used my product, can I return it for a refund?
If you can return the product in ‘as new’ condition (undamaged and with original packaging) within 14 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.
Can I exchange my product for a different one?
Provided the original purchase is returned in 'as new' condition, we will happily exchange the product and credit your new purchase with the full amount of any previous payment. In the event that the replacement product is less expensive than the original purchase, we will refund you the difference via the original payment method.