Helmet City Returns Policy

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Due to the coronavirus outbreak and recent UK Government guidelines regarding self isolation etc, Returns may take a little longer to process than usual due to staff shortages. Rest assured we are all working hard to process returns as quickly as possible.

We would like to thank our customers in advance for their understanding in these difficult times.

For further information on coronavirus, please see these websites :


Government Website : https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

NHS Website : https://111.nhs.uk/covid-19

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www.HelmetCity.co.uk is an Online business only, your item cannot be returned to us in person. 
We do not have a Trade/Customer counter and your purchase CANNOT be returned to any of our shops.

If you would like face to face service, please purchase directly from one of our shops.

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For your peace of mind and satisfaction all items are carefully checked prior to despatch.  Helmet City must be notified of any errors, missing items or damage within 48hrs of delivery.  This does not affect your consumer rights.

However, if you are unhappy with your purchase, Helmet City will be happy to accept the return of your helmet or other item within 30 days of purchase, providing:

• it is received back to us UNUSED and undamaged.  A used Helmet CANNOT be returned for a refund, unless it is proved to have a manufacturing fault.
• complete with ALL tags in place, helmet bag, manual, protective plastic on visor and any other associated parts supplied.
• the Pinlock Insert is NOT fitted (unless factory fitted as standard)

• in the undamaged Manufacturers helmet box
• packaging must not be damaged and must be in a re-saleable condition

If any of these criteria are not met, there will be either a 20% re-stocking fee or we may refuse to refund the helmet or other item.


Before sending an item back, you MUST raise a Return (RMA) online as follows :-

If you are familiar with ordering online just login to your account and navigate to the RMA section.  If you need a step by step guide, please see below.

  1.  Log in to your account at helmetcity.co.uk
  2.  Click your name at the top of the page and click 'My Account'.
  3.  Select ‘My Returns’ from the list on the left.
  4.  Click 'Request New Return'.
  5.  Select the Order you wish to return and click Next.
  6.  Put a tick in the box of the item/s in this order that you wish to return and some new information will appear. Select the Reason, Condition and Resolution accordingly.
  7.  Enter any additional information that you want to tell us.
  8.  If required, add any images that you wish to accompany your return by clicking the ‘Browse’ button.
  9.  Click ‘Submit Request’
  10.  We will then check your Return request and reply with the address that we need you to send it to.
  11.  This information will be available in your Account under the RMA section.
  12.  Please fill out the table below in full, cut it off and put it inside the packing box.
  13.  Your Return will be processed and refunded as quickly as possible, but generally within 48hrs of receipt.

 

Visors & Pinlock Inserts
Please ensure that the Visor or Pinlock ordered is correct for your helmet.  If the packet is opened and we cannot sell it as brand new, we will not accept it back.

PLEASE NOTE - We no longer offer exchanges, all Returns are refunded and will be made back to the original payment method on the order within 7 days of receipt at our warehouse.

The weight shown on our website is generally for a size Medium, +/-50g and provided by the manufacturer.  Helmet City are not responsible if the weight of the actual helmet is different.

We would suggest the item is sent via Royal Mail Recorded Delivery (if you think your product is damaged, please contact us BEFORE sending your item back).  Simply pack your parcel up securely using its original protective packaging and send to the address given to your RMA.  Please fill out and include this delivery note and pay postage costs at your Post Office.

Please remember that it is the responsibility of the customer to ensure the goods are packaged for transport. Insufficient packaging resulting in the product being damaged will be the responsibility of the customer.  The box of the product must be wrapped / protected and not covered in tape or labels.  A restocking fee may be charged for any original boxes damaged due to careless packing. If you are sending back a Helmet, please ensure the Helmet is packed the correct way up and not upside down!

Special Orders are non-returnable and non-refundable. If you are in any doubt please check the website or call 01959 57 22 77 for further information and to confirm.

www.HelmetCity.co.uk is an Online business, your item cannot be returned to us in person. We do not have a Trade/Customer counter and your purchase CANNOT be returned to any of our shops.
If you would like a face to face service, please purchase directly from one of our shops.

Please return to:

Web Orders Ebay Orders Shop Purchases
Will be advised when
your Return is
authorised

HELMET CITY (EBAY RETURNS)
UNIT 34/35, GLENMORE BUSINESS PARK
PORTFIELD WORKS, CHICHESTER BY PASS
CHICHESTER
WEST SUSSEX
PO19 7BJ

The store where
bought the item.


Please note the customer is responsible for all return delivery charges unless the goods are wrongly delivered or proved to be faulty. In which case, only REASONABLE postage will be refunded (we will NOT refund Royal Mail Special Delivery costs). For your own security and peace of mind we would recommend that you use a recorded delivery service. Helmet City do not accept responsibility for returned goods lost or damaged in transit.


On receiving your goods we will process the return as quickly as possible. Refunds will be made using your original payment method and are normally completed within 1-3 working days of receipt of the returned items or notification that a refund is required. Finance deposits are refunded by Klarna normally with 2-4 days. Please note that once a Refund is processed, the wonderful banks can take a number of working days to actually put the money in your account!

If you have any problems with an item bought from Helmet City, please contact us to see if we can resolve any problems before sending your item back.

www.HelmetCity.co.uk is an Online business only, your item cannot be returned to us in person.
We do not have a Trade/Customer counter and your purchase CANNOT be returned to any of our shops.
Your item must be posted back to the 'Web Orders' address above.

If you would like face to face service, please purchase directly from one of our shops.