Return & Refund Policy

Last Updated: 02/11/25

1. Overview

At HELMIFY, we take pride in creating personalized helmets manufactured to your exact specifications. Due to the custom nature of our products, our return policy differs from standard retail policies. Please read this policy carefully before placing your order.

2. Personalized Products – No Standard Returns

Personalized helmets cannot be returned for: – Change of mind – Incorrect size selected by the customer during ordering – Dissatisfaction with the design you created and approved – Color variations between your screen display and the physical product (minor variations are normal) – Normal differences between digital preview and physical production

By placing an order, you acknowledge that you have: – Carefully reviewed your design using our 3D configurator – Selected the correct helmet model and size – Verified all text, images, colors, and customization options – Understood that the helmet will be manufactured specifically for you

3. Eligible Returns

We will accept returns and provide replacements or refunds ONLY in the following cases:

3.1 Manufacturing Defects

If your helmet has a manufacturing defect, including: – Structural defects in the helmet shell, padding, or straps – Defective buckles, dividers, or other components – Printing defects (peeling, cracking, or fading under normal use within warranty period) – Assembly errors

3.2 Shipping Damage

If your helmet arrives damaged due to shipping, including: – Cracked or broken helmet shell – Crushed or deformed helmet – Damaged packaging that resulted in product damage

3.3 HELMIFY Errors

If we made an error in producing your order, including: – Wrong helmet model or size shipped – Incorrect colors, graphics, or design elements (that do not match your approved order) – Missing customization elements you ordered – Wrong text or images applied

4. Reporting Issues

4.1 Timeline

You must report any issues within 7 days of receiving your helmet. Claims reported after 7 days will not be accepted.

4.2 Required Documentation

To process a return claim, you must provide: – Order number – Clear photographs showing: – The defect or damage from multiple angles – The entire helmet – Packaging (if shipping damage is claimed) – Close-up details of the issue – Detailed description of the problem – Date of receipt

4.3 How to Report

Contact our customer service team: – Email: support@helmify.com – Phone: +40 764 987 661 – Hours: Monday through Friday, 9:00 AM to 6:00 PM (Central European Time)

5. Return Authorization Process

5.1 Review

Once you submit your claim with required documentation, our team will review it within 2-3 business days.

5.2 Approval

If your claim is approved, we will: – Provide you with a Return Authorization Number – Send you return shipping instructions – Arrange for return shipping (at no cost to you for eligible returns)

5.3 Denial

If your claim does not meet the criteria for an eligible return, we will: – Explain why the return cannot be accepted – Offer alternative solutions where possible

Do not ship any product back to us without a Return Authorization Number. Unauthorized returns will not be accepted.

6. Return Shipping

6.1 Eligible Returns

For approved returns due to manufacturing defects, shipping damage, or HELMIFY errors: – We will cover all return shipping costs – We will provide you with a prepaid shipping label or arrange pickup – You must use the shipping method we provide

6.2 Original Packaging

Please return the helmet in its original packaging whenever possible. If the original packaging is damaged or unavailable, pack the helmet securely to prevent damage during return shipping.

7. Inspection and Resolution

7.1 Inspection Timeline

Once we receive your returned helmet, we will inspect it within 3-5 business days.

7.2 Resolution Options

If the return is confirmed as eligible, we will offer:

Option 1: Free Replacement – We will produce a new helmet with the same specifications at no charge – Production timeline: 5 days for single helmets, 10 days for bulk orders – Shipping timeline: 2 weeks total for single helmets, 3 weeks for bulk orders – We will cover all shipping costs

Option 2: Full Refund – We will refund the full purchase price including original shipping costs – Refunds will be processed to your original payment method – Refund processing time: 5-10 business days after inspection

You may choose your preferred resolution option.

8. Bulk Orders

8.1 Partial Issues

For bulk orders where only some helmets have issues: – Report all defective items within 7 days of receipt – We will replace only the defective helmets – The rest of the order is considered accepted

8.2 Sample Approval

For large business orders where physical samples were provided and approved before full production: – Returns will not be accepted for issues that were visible in the approved sample – Returns will only be accepted if the final production differs from the approved sample

9. Order Cancellations

9.1 Before Production

You may cancel your order within 24 hours of placing it, and only if production has not yet started.

To request cancellation: – Contact us immediately via email or phone – Provide your order number – If approved, you will receive a full refund within 5-10 business days

9.2 After Production Starts

Once production has started, orders cannot be cancelled due to the custom nature of the product. The helmet is being manufactured specifically for you with your unique design.

10. Non-Returnable Conditions

Helmets will NOT be accepted for return if: – The helmet has been used, worn, or shows signs of use – The helmet has been involved in any impact or accident – The helmet has been modified, altered, or damaged by the customer – The return request is made more than 7 days after receipt – The helmet was returned without Return Authorization – The issue was caused by customer error (wrong size selected, design mistakes in customer-provided files)

11. Refund Processing

11.1 Refund Method

Refunds will be issued to the original payment method: – Credit/debit card refunds: 5-10 business days – Bank transfer refunds: 5-10 business days – Apple Pay/Google Pay refunds: 5-10 business days

11.2 Split Payments

For orders paid in installments (advance + balance): – If full payment was made, full refund will be issued – If only advance payment was made, advance will be refunded

11.3 Business Customer Invoices

For business customers who paid via invoice: – Credit note will be issued – Refund processed according to agreed payment terms

12. Warranty Coverage

Our warranty covers manufacturing defects for the expected lifespan of the helmet under normal use conditions.

Warranty includes: – Structural defects in materials or workmanship – Printing defects or premature fading – Component failures (buckles, straps, padding) under normal use

Warranty does not cover: – Normal wear and tear – Damage from accidents, impacts, or crashes – Damage from improper storage or care – Modifications made by the customer – Fading or wear from exposure to extreme conditions beyond normal use

Important: Helmets should be replaced after any significant impact, even if no visible damage is apparent. This is a safety requirement, not a warranty issue.

13. Contact Us

If you have questions about our Return Policy or need to report an issue:

HELMIFY Customer Service IZED BETAINVEST SRL str. Sarmisegetuza 17-19, Cluj-Napoca, Romania

• Email: support@helmify.com
• Phone: +40 764 987 661
• Hours: Monday through Friday, 9:00 AM to 6:00 PM (Central European Time)
• Languages: English, Italian, Spanish, French, German

14. Policy Updates

We reserve the right to update this Return Policy at any time. Changes will be posted on this page with an updated “Last Updated” date. The policy in effect at the time of your purchase will apply to your order.

By placing an order with HELMIFY, you acknowledge that you have read, understood, and agree to this Return Policy.