Hotspot and Handsets
Returns and Warranty

Hotspot and Handsets
Returns and Warranty

Hotspot and Handsets
Returns and Warranty

EFFECTIVE FEBRUARY 13, 2024

LAST UPDATED FEBRUARY 13, 2024

Helium Mobile Hotspots

Product Return Policy

Helium Mobile Hotspots (the “Product”) purchases through Nova Labs, Inc. (DBA Helium Mobile) are not eligible for returns or refunds. Replacements can be issued pursuant to warranty terms for devices determined to be defective.

Product Limited Warranty

Our Products come attached with a standard limited warranty (the “Warranty”). Before taking advantage of our Warranty, please thoroughly read and understand the terms and conditions below.

Product Limited Warranty Terms

Warranty Provider: Nova Labs, Inc., herein referred to as "Manufacturer."

Warranty Period: This Warranty is valid for a period of 12-months from the original date of purchase by the original end-user purchaser (the “Warranty Period”). A copy of the original proof of purchase must be presented to validate the date of purchase.

Coverage: This Warranty covers defects in materials and workmanship in the Product under normal use and conditions. Products must be purchased as new from Nova-Labs or an authorized reseller. This Warranty only applies to the original purchaser of the Product and will be voided if transferred. Products purchased secondhand or used, or from auction sites, are not covered by this Warranty. 

What We Will Do: If a covered defect arises and a valid claim is received within the Warranty Period, the Manufacturer, at its sole option and discretion, will either (1) repair the Product at no charge, using new or refurbished replacement parts, or (2) replace the Product with a new or refurbished Product.  We will not refund the purchase price of the Product. Products provided as replacements will continue under the original Product's Warranty at the original start date. The Warranty date will not change or reset due to any repair or replacement service performed.

How to Obtain Warranty Service: To obtain Warranty Service, the original end-user purchaser must contact the Manufacturer's customer service and follow the instructions provided. The purchaser will be required to furnish proof of purchase details and comply with registration requirements before receiving Warranty service.

Exclusions: This Warranty does not cover:

  1. Damage resulting from misuse, abuse, unauthorized modification or repair, or failure to follow the Product's instruction manual.

  2. Damage resulting from improper installation or connection to incompatible equipment, including third-party software.

  3. Wear and tear from normal use.

  4. Damage caused by accidents, natural disasters, or other external causes beyond the Manufacturer's control.

  5. Products without proof of purchase or that have been resold or transferred.

  6. Products obtained through promotions, contests, giveaways, or sponsorships. 

Limitation of Liability:.  YOU EXPRESSLY UNDERSTAND AND AGREE THAT, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, MANUFACTURER AND ITS SUBSIDIARIES AND AFFILIATES (COLLECTIVELY, “MANUFACTURER PARTIES”) SHALL NOT BE LIABLE TO YOU UNDER ANY THEORY OF LIABILITY (WHETHER CONTRACT, TORT (INCLUDING NEGLIGENCE), BREACH OR FAILURE OF ANY WARRANTY OR OTHERWISE) FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES THAT MAY BE INCURRED BY YOU IN CONNECTION WITH THE PRODUCT OR THESE TERMS, INCLUDING ANY LOSS OF DATA, WHETHER OR NOT A MANUFACTURER PARTY OR ITS REPRESENTATIVES HAVE BEEN ADVISED OF OR SHOULD HAVE BEEN AWARE OF THE POSSIBILITY OF ANY SUCH LOSSES ARISING. YOU EXPRESSLY UNDERSTAND AND AGREE THAT, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE MANUFACTURER PARTIES’ TOTAL LIABILITY IN CONNECTION WITH THE PRODUCT OR THIS LIMITED WARRANTY WILL NOT EXCEED THE AMOUNT YOU ACTUALLY PAID AT RETAIL FOR THE PRODUCT.

MANUFACTURER IS NOT YOUR INTERNET SERVICE PROVIDER (“ISP”). YOU REPRESENT AND WARRANT THAT YOUR USE OF THE PRODUCT WILL NOT BREACH ANY AGREEMENT YOU HAVE WITH ANY THIRD PARTY, INCLUDING YOUR ISP.  TO THE EXTENT PERMITTED BY LAW, MANUFACTURER SPECIFICALLY DISCLAIMS ANY AND ALL LIABILITY FOR ANY BREACH, NON-PERFORMANCE, OR NON- COMPLIANCE WITH ANY OBLIGATIONS OR ANY OTHER VIOLATIONS OF THE TERMS OF ANY AGREEMENTS OR CONTRACTS YOU MAY HAVE WITH ANY THIRD PARTY, INCLUDING YOUR ISP. MANUFACTURER IS NOT RESPONSIBLE FOR ANY DIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM ANY BREACH, NON-PERFORMANCE, OR NON-COMPLIANCE WITH ANY OBLIGATIONS OR ANY OTHER VIOLATIONS OF THE TERMS OF ANY AGREEMENTS OR CONTRACTS YOU MAY HAVE WITH ANY ISP OR UNDER ANY OTHER LEGAL THEORY.  MANUFACTURER IS NOT RESPONSIBLE FOR YOUR COMPLIANCE WITH ANY APPLICABLE LAWS OR REGULATIONS AS A RESULT OF YOUR USE OR OPERATION OF THE PRODUCT, INCLUDING, WITHOUT LIMITATION, ANY APPLICABLE REGULATIONS OF THE FEDERAL COMMUNICATIONS COMMISSION.

Some states, provinces or territories do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Governing Law: This Warranty shall be governed by and construed in accordance with the laws of New York.

No Other Warranties: THE LIMITED WARRANTY WRITTEN ABOVE IS THE ONLY EXPRESS WARRANTY MANUFACTURER PROVIDES FOR THE PRODUCT, AND THE ABOVE REMEDY IS YOUR SOLE REMEDY. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, MANUFACTURER EXPRESSLY DISCLAIMS ALL OTHER WARRANTIES AND CONDITIONS OF ANY KIND, WHETHER STATUTORY OR IMPLIED, ARISING FROM COURSE OF CONDUCT OR OTHERWISE, REGARDING THE PRODUCT, EXCEPT THAT ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT THAT CANNOT BE DISCLAIMED ARE LIMITED IN DURATION TO THE PERIOD OF THE WARRANTY DESCRIBED ABOVE.   NO MANUFACTURER EMPLOYEE, AGENT, OR RESELLER IS AUTHORIZED TO MAKE ANY MODIFICATION, EXTENSION, OR ADDITION TO THE LIMITED WARRANTY DESCRIBED ABOVE.

Your Rights Under Law: This Warranty gives you specific legal rights, and you may also have other rights which vary from jurisdiction to jurisdiction. Some jurisdictions do not allow limitations on how long an implied warranty lasts, so the above limitations may not apply to you.

Handsets

Google Pixel 7a, 8, 8 Pro

Handset Return Policy

Google Pixels (models 7a, 8, and 8Pro) (together, “Pixel Handsets”) purchased from Nova Labs, Inc. (DBA Helium Mobile) may be returned within 14 days of delivery except that all purchases made with MOBILE tokens or other digital assets are final and non-refundable.  All Pixel Handset returns must be in new, unopened, and unused condition and must match the IMEI (Internet Mobile Equipment Identity) as the original Pixel Handset purchased from Helium Mobile.  If, upon return, Helium Mobile finds the condition of the Pixel Handset does not meet the these conditions, Helium Mobile will return the Pixel Handset back to the customer.

To request a return, please email our support team at hardware@hellohelium.com for a return label. A $20.00 restocking fee and $15.00 return shipping fee are the responsibility of the customer and will be deducted from the refund amount. If you purchased a discounted Helium Mobile Hotspot in a bundle with a Pixel Handset, your discount will also be deducted from the refund amount. Refunds may take up to 14 days to process after our receipt of the returned devices.

Handset Limited Warranty

The Pixel Handsets come with a 1-year manufacturer’s limited warranty issued by Google. To file a claim, please contact Google directly (https://support.google.com/pixelphone/answer/9218411?hl=en).

Helium Mobile is not responsible for any claims or disputes arising under Google’s limited warranty of the Pixel Handsets, including accidental damage, misuse, abuse, unauthorized modification or repair, or failure to follow the Pixel Handsets instruction manual; damage resulting from improper installation or connection to incompatible equipment; wear and tear from normal use; damage caused by accidents, natural disasters, or other external causes beyond Helium Mobile’s control.

Handset Limited Warranty Terms

Limitation of Liability: Helium Mobile shall not be liable for any incidental or consequential damages resulting from the use of the Pixel Handsets. HELIUM MOBILE DOES NOT MANUFACTURE THE PIXEL HANDSETS AND HAS NO LIABILITY IN CONNECTION WITH THE PIXEL HANDSETS OR WITH REGARD TO ANY ACTS OR OMISSIONS OF THE MANUFACTURER (GOOGLE).  YOU EXPRESSLY UNDERSTAND AND AGREE THAT, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, HELIUM MOBILE AND ITS SUBSIDIARIES AND AFFILIATES (COLLECTIVELY, “HELIUM MOBILE PARTIES”) SHALL NOT BE LIABLE TO YOU UNDER ANY THEORY OF LIABILITY (WHETHER CONTRACT, TORT (INCLUDING NEGLIGENCE), BREACH OR FAILURE OF ANY WARRANTY OR OTHERWISE) FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES THAT MAY BE INCURRED BY YOU IN CONNECTION WITH YOUR PIXEL HANDSET OR THESE TERMS, INCLUDING ANY LOSS OF DATA, WHETHER OR NOT A HELIUM MOBILE PARTY OR ITS REPRESENTATIVES HAVE BEEN ADVISED OF OR SHOULD HAVE BEEN AWARE OF THE POSSIBILITY OF ANY SUCH LOSSES ARISING. YOU EXPRESSLY UNDERSTAND AND AGREE THAT, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE HELIUM MOBILE PARTIES’ TOTAL LIABILITY IN CONNECTION WITH YOUR PIXEL HANDSET OR THIS LIMITED WARRANTY WILL NOT EXCEED THE AMOUNT YOU ACTUALLY PAID AT RETAIL FOR YOUR PIXEL HANDSET.

Some states, provinces or territories do not allow the exclusion or limitation of incidental or consequential damages, so this limitation or exclusion may not apply to you.

Governing Law: This limited warranty shall be governed by and construed in accordance with the laws of New York.

No Other Warranties:  THE LIMITED WARRANTY PROVIDED BY GOOGLE AND DESCRIBED ABOVE IS THE ONLY EXPRESS WARRANTY APPLICABLE TO YOUR PIXEL HANDSET, AND THE ABOVE REMEDY IS YOUR SOLE REMEDY. HELIUM MOBILE MAKES NO WARRANTIES OR REPRESENTATIONS, EXPRESS OR IMPLIED, REGARDING THE PIXEL HANDSET AND SERVICES PROVIDED HEREUNDER OR ANY SOFTWARE USED IN CONNECTION THEREWITH AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, HELIUM MOBILE EXPRESSLY DISCLAIMS ALL WARRANTIES AND CONDITIONS OF ANY KIND, WHETHER STATUTORY OR IMPLIED, ARISING FROM COURSE OF CONDUCT OR OTHERWISE, REGARDING YOUR PIXEL HANDSET, EXCEPT THAT ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT THAT CANNOT BE DISCLAIMED ARE LIMITED IN DURATION TO THE WARRANTY PERIOD DESCRIBED ABOVE.  NO HELIUM MOBILE EMPLOYEE, AGENT, OR RESELLER IS AUTHORIZED TO MAKE ANY MODIFICATION, EXTENSION, OR ADDITION TO THE LIMITED WARRANTY DESCRIBED ABOVE. 

Your Rights Under Law: The limited warranty issued by Google gives you specific legal rights, and you may also have other rights which vary from jurisdiction to jurisdiction. Some jurisdictions do not allow limitations on how long an implied warranty lasts, so the above limitations may not apply to you.

Copyright 2024, Nova Labs, Inc.

All Rights Reserved.

“ “ and “Helium Mobile” are trademarks of Nova Labs, Inc. Helium is a registered trademark of Decentralized Wireless Foundation, Inc. (dba the Helium Foundation), used under license.

**Data is unlimited, but you may experience slowdowns after 30GB of data usage. Tethering is limited to 5GB/month.

Rewards are a function of network governance and not guaranteed; amount depends on multiple factors, including but not limited to, individual activities, network usage, technical and/or operational issues. Nova Labs does not issue, provide, guarantee, or refund any rewards and makes no promises, guarantees, or warranties as to their value. See Terms & Conditions for additional terms.

Helium Mobile’s™ proprietary Dynamic Coverage™ model utilizes both the Helium Network and the nation's largest 5G network to provide more coverage and redundancy.

Copyright 2024, Nova Labs, Inc.

All Rights Reserved.

“ “ and “Helium Mobile” are trademarks of Nova Labs, Inc. Helium is a registered trademark of Decentralized Wireless Foundation, Inc. (dba the Helium Foundation), used under license.

**Data is unlimited, but you may experience slowdowns after 30GB of data usage. Tethering is limited to 5GB/month.

Rewards are a function of network governance and not guaranteed; amount depends on multiple factors, including but not limited to, individual activities, network usage, technical and/or operational issues. Nova Labs does not issue, provide, guarantee, or refund any rewards and makes no promises, guarantees, or warranties as to their value. See Terms & Conditions for additional terms.

Helium Mobile’s™ proprietary Dynamic Coverage™ model utilizes both the Helium Network and the nation's largest 5G network to provide more coverage and redundancy.

Copyright 2024, Nova Labs, Inc.

All Rights Reserved.

“ “ and “Helium Mobile” are trademarks of Nova Labs, Inc. Helium is a registered trademark of Decentralized Wireless Foundation, Inc. (dba the Helium Foundation), used under license.

**Data is unlimited, but you may experience slowdowns after 30GB of data usage. Tethering is limited to 5GB/month.

Rewards are a function of network governance and not guaranteed; amount depends on multiple factors, including but not limited to, individual activities, network usage, technical and/or operational issues. Nova Labs does not issue, provide, guarantee, or refund any rewards and makes no promises, guarantees, or warranties as to their value. See Terms & Conditions for additional terms.

Helium Mobile’s™ proprietary Dynamic Coverage™ model utilizes both the Helium Network and the nation's largest 5G network to provide more coverage and redundancy.