Shipping & Returns

All Helmpies ship from the Netherlands with tracked delivery, and every price on our store includes VAT. Our full return policy is below.

DAMAGED OR DEFECTIVE HELMET? DO NOT THROW ANYTHING AWAY.

Keep the helmet, all its parts and every box, including the shipping box. Stop using it. Email us. We arrange and pay for the return.

A helmet is safety equipment, not a fashion accessory. We treat every report of a damaged or defective helmet as a safety matter. We check each one ourselves. Where needed we consult our manufacturer or certification body with your photos and videos.

1. Throw nothing away
Keep the helmet and all its parts (visor, liner, straps and accessories), the outer shipping box and the inner box until our check is finished. Do not throw away, repair, change or destroy anything. This also applies if a neighbour, a pickup point or someone else received the parcel for you. Missing packaging does not by itself invalidate your claim. If we previously told you a return was unnecessary, we take that into account.

2. Stop using it
Never wear a helmet that is damaged, that was in a fall or impact, or that you think is defective. Not even if it looks fine.

If the box is damaged but the helmet looks intact, photograph the packaging and contact us before using the helmet. A damaged box alone does not establish that the helmet is defective. Tell us about any impact or reason to doubt its safety. We assess the appropriate next step with you.

3. Tell us
Email hello@helmpieamsterdam.com as soon as possible, preferably within 7 days of delivery for damage in transport. Send your order number and describe the problem. Please provide the following evidence if available and reasonably relevant to your claim:

• photos of the outer shipping box from all sides, with the shipping label, plus the inner box and the helmet from several angles;
• one unedited video, filmed in one take, slowly turning the helmet inside and out, with your order number handwritten on paper next to it.

4. The helmet comes back to us
We examine every damaged or defective helmet. Photos and video alone are normally not enough for a safety product. We arrange and pay for a suitable return method from your delivery country. This may be a collection or prepaid label. If neither is available or accessible to you, we agree another reasonable method before you send the helmet. We cover the necessary return costs, including required customs handling. Tell us if a pickup fails or you cannot use the proposed method. We send the return instructions within 5 working days after your report. Please make the helmet available within 30 days of our request.

5. If the helmet cannot come back
If the helmet is lost, destroyed or unavailable, tell us why and when. Send any reasonable evidence you have. We assess the claim fairly on all the evidence. We consider other reasonable evidence if the helmet or packaging is unavailable. Tell us if you cannot meet our requested return date. We do not automatically reject a claim because 30 days have passed. Any refusal must follow consumer law, including its rules about proof. We explain the evidence and reasons in writing.

6. Replacement or refund
We handle your claim within a reasonable time after you report it, without significant inconvenience to you.

A helmet shell or liner cannot be safely repaired. For a covered defect we therefore replace the helmet, or where possible the defective part. If no replacement is available, we refund you. Consumer law lets you choose repair unless it is impossible or disproportionate. For a certified safety product, repair of the shell or liner is impossible. Any remedy must leave the helmet safe to use.

You may have a right to a price reduction or to end the purchase and receive a refund. This includes serious defects, failed remedies, refusal, or unreasonable delay, as consumer law provides. A minor defect may not justify ending the purchase.

UK customers can reject faulty goods for a full refund within the statutory 30-day period. You do not have to accept a replacement first. Your later repair, replacement, price-reduction and final-rejection rights remain available under the Consumer Rights Act 2015.

We pay the necessary costs of a covered remedy. We also keep our additional promise to complete an accepted replacement or refund within 14 days after we receive the helmet or your dispatch evidence, whichever is first. Any earlier legal refund deadline takes priority.

When a refund ends the purchase of the helmet, it includes the original delivery cost we charged for that helmet. We do not refund the helmet's purchase price when providing a replacement instead.

We tell you our decision within 14 days after we receive the helmet or your dispatch evidence, whichever is first. Dispatch evidence means proof that you handed the helmet to the carrier. If we accept the claim, we refund or replace within that same 14-day period, not a new one. Where Dutch law requires the refund at the moment we receive the helmet or your dispatch evidence, that earlier deadline applies. For a UK statutory rejection, we refund within 14 days after we agree you are entitled to it. That is never later than our 14-day period above. We use your original payment method, without a fee, unless you expressly agree otherwise.

If you hand the helmet to the carrier using our agreed return method, we handle any loss in that return shipment. We do not refuse a claim solely because that shipment is lost. We assess the available evidence and confirm the outcome within 14 days after receiving your dispatch evidence. If the claim is accepted, we provide the remedy within that same period, unless the law requires it sooner. Your statutory rights do not depend on our carrier's investigation.

If we do not accept the claim, we explain our findings and evidence in writing. You can challenge the result by emailing hello@helmpieamsterdam.com and sending any further evidence. You remain free to seek independent advice or use any available legal or payment-dispute route. We arrange return at our cost if you want the helmet returned. A returned helmet must not be used if it has suffered an impact or its safety remains in doubt.

We may consult our manufacturer about your photos and videos. The helmet stays with us. That consultation does not suspend our deadlines or your legal rights. If our check is not finished within our 14-day period, we decide on the evidence we have by then and tell you. You can challenge that decision as described above. We cannot extend a deadline without your agreement where the law requires that agreement.

Proof we accept
We assess every claim one by one and fairly. We may ask for the original photo and video files, more images, or other reasonable proof. Do not submit photos or videos that falsely show damage. This includes images created or altered using AI or other tools. We assess reliable evidence before refusing a claim. We never decide that proof is false only on the result of an AI-detection tool, missing file data or image quality.

Payment disputes
Please contact us before you dispute a payment with your bank or card provider, so we can solve it with you. In a dispute, we share this policy and our records of the claim with the payment provider.

Legal guarantee
Your legal rights start when the helmet is delivered. EU consumers have at least two years of protection for defects covered by consumer law. Dutch law does not set a fixed two-year guarantee limit. Protection depends on how long the helmet should reasonably last, considering its nature and normal use. A claim is not automatically excluded after two years. Please report defects promptly. Under Dutch law, reporting within two months after discovery is timely. Our seven-day preference for transport damage is not a deadline. A defect that shows within 1 year of delivery is presumed to have been there at delivery, unless shown otherwise. We apply that one-year presumption to UK customers too. This is an additional promise and does not limit your Consumer Rights Act 2015 rights. Customers in the UK keep their rights under the Consumer Rights Act 2015. Claims follow the steps above. Damage caused by a fall or impact, by normal wear, or by a change made to the helmet is not covered. After any impact, replace the helmet, even when no damage is visible.

These claim steps apply wherever we deliver. Your mandatory local consumer rights remain available. Contact us so we can assess the claim and arrange a suitable return method for your delivery country.

Other returns
Damaged or defective helmets follow this section, and their return shipping is always at our cost. This does not take away your 14-day right to cancel.

Nothing in this policy limits your legal rights as a consumer.

Returns within 30 days

Our optional 30-day return offer is separate from your cancellation and faulty-goods rights. Request this return within 30 days after delivery. Send the helmet within 14 days after we provide return instructions. Contact us if you need more time.

For our optional 30-day offer, return the helmet unused, with its tags and original packaging. This condition does not restrict your statutory rights. You’ll also need the receipt or proof of purchase.

To start a return, please click here.

For our optional 30-day offer, you pay the return shipping cost unless the return is due to our error. This does not apply to damaged or defective helmets, see above.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on giftcards.

Exchanges
For an optional size or colour exchange, request a return. You can place a separate order for the replacement helmet.

EU and UK 14-day right to cancel
For EU and UK deliveries, you may cancel without giving a reason. The period ends 14 days after the day you receive the helmet. For one order delivered in separate shipments, it ends 14 days after the day you receive the last helmet.

To cancel, email hello@helmpieamsterdam.com, or send us any other clear statement that you are cancelling your order. Email reaches us fastest. A notice sent by post to the address below is also valid, but it reaches us more slowly. You may use the model cancellation form below, but you do not have to. You do not need our approval to cancel. Send the helmet back complete within 14 days after telling us, unless we arrange collection. We may deduct for any loss in value caused by handling it more than needed to check it.

We refund without undue delay, within 14 days after you tell us you are cancelling. This includes the price and our standard delivery charge. Unless we offer collection, we may wait for the helmet or evidence that you sent it back, whichever arrives first. That wait does not start a new 14-day period. We use your original payment method, without a fee, unless you expressly agree otherwise.

You pay the direct return shipping cost for a change-of-mind cancellation, if we told you this before purchase. We pay for returns of damaged or defective helmets, including when you use your right to cancel. If we did not give the required cost information before purchase, we pay the return cost. If your right to cancel and a faulty-goods claim both apply, the earlier refund deadline applies.

Model cancellation form
Complete and send this form only if you wish to cancel your purchase.
To: Helmpie v.o.f., Kostverlorenstraat 98, 2042 PK Zandvoort, Netherlands; hello@helmpieamsterdam.com.
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ______.
Ordered on / received on: ______.
Name of consumer(s): ______.
Address of consumer(s): ______.
Signature of consumer(s), only if this form is sent on paper: ______.
Date: ______.
Delete as appropriate.

Refunds
For our optional 30-day offer, we inspect the return and confirm acceptance or explain any refusal within 14 days after receiving it. If accepted, we issue the refund to your original payment method within that same 14-day period. Statutory cancellations and faulty-goods refunds follow their own rules above. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you ordered before this policy changed, you keep any refund or return term that was more favourable when you ordered.

If more than 14 days have passed since we received your return, please contact us at hello@helmpieamsterdam.com.

Helmpie v.o.f., Kostverlorenstraat 98, 2042 PK Zandvoort, Netherlands. Email: hello@helmpieamsterdam.com. Telephone: +31 6 23995911. Chamber of Commerce: 88524469. VAT: NL864667619B01.