Shipping & Returns Policy

Shipping

Estimated dispatch & shipping times

Orders for items that are currently in stock are usually dispatched within 1 to 2 working days (business days only). You’ll receive an email with tracking information once the order has been dispatched. Delivery times can vary depending on the size of the items ordered. Please note, some orders may be subject to a security check prior to being dispatched which may cause a delay. The below delivery estimates are calculated from the time of purchase:

  • VIC: 4-7 business days
  • NSW: 4-7 business days
  • SA: 4-7 business days
  • QLD: 4-7 business days
  • NT, Nth QLD: 6-9 business days
  • WA, TAS: 7-10 business days
  • Other rural/remote destinations: 7-14 business days
Delivery method

It’s always best to send to an address that always has someone in attendance, such as a business address. You may also want to give our courier an ‘authority to leave’ instruction. Only give us an ‘authority to leave’ if you’re confident that the delivery will be safe. Otherwise, the courier can leave a ‘sorry we missed you’ card, allowing you to arrange redelivery.

International Orders

International orders require a shipping fee of $49 per item.

Returns

Our policy lasts 30 days. 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 and in the same condition that you received it. It must also be in the original packaging. For hygiene reasons, we cannot accept the return of items that have been worn.

The process for submitting a return is;

  1. Contact us through your order confirmation email or through our website.
  2. Provide all necessary details as outlined below.
  3. We will do our best to respond within a 2 business day time period with next steps of the return process.

We’ll need the following information to quickly process your return:

  • Your order number, if known; it appears on the top of your order confirmation email
  • Your name and address
  • A description of the issue with the item that you are returning
  • Whether you would prefer a refund or exchange

There are certain situations where only partial refunds are granted (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Refunds

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, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds
  1. If you haven’t received a refund yet, first check your bank account again.
  2. Then contact your credit card company, it may take some time before your refund is officially posted.
  3. Next contact your bank. There is often some processing time before a refund is posted.
  4. If you’ve done all of this and you still have not received your refund yet, please contact us.
Exchanges

If your item is damaged or defective you can choose to receive a refund, or an exchange. If you would like to exchange it for the same item, send us an email.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

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.

Our Warranty

All goods purchased from Helping Helmets are covered by a full manufacturer’s warranty. The duration of this warranty is 1 year but some manufacturers offer an extended warranty. Generally speaking, warranties cover manufacturing faults and defects. They do not cover damage caused by crashing, abuse, general wear and tear etc. If you feel that any item purchased from Helping Helmets has developed a fault then please contact us before returning goods as many problems may be solved without you incurring freight costs. If the goods need to be returned then…

– Goods must be clean, not covered in muck and oil.

– Please be honest when dealing with us, we will endeavour to resolve any problem you have as it is in our interest to have a happy customer! Unfortunately, freight costs cannot be covered.

– Goods returned will be assessed by our Warranty Department. Replacement goods will be dispatched once approved. We will contact you in cases that are not deemed to be valid for warranty.

Trade Practices Act 1974

In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or a refund.

The Trade Practices Act 1974 is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of Australian safety standards; availability of products in store and the sales techniques used. The Australian Competition and Consumer Commission enforce the Trade Practices Act 1974.

 

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