Refund policy

Helmet Returns & Exchanges Policy (Australia)

Safety-Critical Product Notice

Motorcycle helmets are safety-critical protective equipment. Even a minor impact or handling after purchase may compromise a helmet’s protective integrity in ways that are not visible. For this reason, we apply strict conditions to helmet returns and exchanges.

Returns Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to a repair, replacement, or refund if a helmet:

Is faulty or defective

Is unsafe

Is not as described

Is not fit for its intended purpose

Where a failure is major, you may choose a refund or replacement. Where the failure is minor, we may offer a repair, replacement, or refund in accordance with ACL.

This policy applies regardless of any other return conditions below.

Change-of-Mind Returns

We do not accept change-of-mind returns on helmets, including (but not limited to):

Incorrect size selection

Preference changes

Helmet not matching expectations

Ordering the wrong item

This includes helmets that have been worn, ridden in, or removed from their original packaging.

Hygiene & Handling

For hygiene and safety reasons, we cannot accept returns on helmets that show:

Signs of wear

Sweat, odour, makeup, or hair product residue

Scratches, marks, or damage

Tampering with internal padding or liners

Return Process

If you believe your helmet is faulty or does not meet consumer guarantees, please contact us at weborders@joerascal.com.au with:

Your order number

Photos and a description of the issue

We may require the helmet to be returned for inspection before a remedy is provided.

Important Notes

Helmets returned without prior approval may not be accepted.

We reserve the right to refuse returns that do not meet the conditions above.

This policy does not limit your rights under Australian Consumer Law.

You can always contact us for any return question at weborders@joerascal.com.au