Refund policy

Effective date: September 2026

Please read this policy carefully before placing your order. By completing a purchase on eu.chophelmets.com, you confirm that you have read, understood, and agreed to these terms.

1. EU Statutory Right of Withdrawal (14 Days)

In accordance with the EU Consumer Rights Directive (2011/83/EU), EU-resident consumers have the right to withdraw from a purchase within 14 calendar days of receiving the order, without providing a reason.

To exercise this right, you must:

  1. Notify us in writing at v2gear.adm@gmail.com within 14 days of delivery, stating your order number and intent to withdraw.
  2. Return the item within 14 days of your withdrawal notification.
  3. Items must be unused, unworn, unassembled, and in original factory packaging with all tags, accessories, and documentation included.
  4. Return shipping costs are entirely the customer's responsibility.

Refunds will be processed within 14 days of receiving and inspecting the returned item, to the original payment method only.

⚠️ Important: If the returned item shows any reduction in value (opened packaging, signs of use, scratches, missing parts), we reserve the right to deduct a proportionate amount from the refund.

2. Non-Refundable Items

The right of withdrawal does not apply to:

  • Helmets or items that have been worn, used, or assembled — for safety and hygiene reasons.
  • Items with broken, damaged, or missing original packaging.
  • Products that have been customised, engraved, or personalised.
  • Sealed goods where the seal has been broken (e.g. inner liners, pads).
  • Clearance or final-sale items, clearly marked as such at the time of purchase.

3. Damaged or Defective Items

If your item arrives damaged or defective, you must:

  1. Document the damage immediately upon delivery — photograph the outer packaging and the product before and during unpacking.
  2. Email us at v2gear.adm@gmail.com within 48 hours of delivery with:
    • Your order number
    • A clear description of the defect
    • At least 3 high-quality photos showing the damage

Claims submitted after 48 hours, or without photographic evidence, will not be accepted. If the claim is approved, we will offer a replacement or full refund at our discretion.

4. Wrong Item Received

If you receive the wrong item, contact us within 48 hours of delivery with your order number and photos of the item received. We will arrange a replacement at no additional cost.

5. Lost or Delayed Packages

  • Standard Shipping: Allow up to 30 business days before reporting a delay.
  • Express Shipping: Allow up to 15 business days before reporting a delay.
  • If a package is confirmed lost by the carrier, we will offer a replacement or refund.
  • We are not responsible for packages marked as delivered by the carrier, or for delays caused by customs, weather, or incorrect addresses provided by the customer.

6. Incorrect Shipping Address

You are solely responsible for providing a complete and accurate shipping address at checkout. If a package is returned due to an incorrect address, re-shipment costs will be charged to the customer. We are not liable for orders delivered to an incorrect address provided at the time of purchase.

7. How to Request a Return — Step by Step

  1. Email v2gear.adm@gmail.com with subject line: RETURN REQUEST – Order #[your order number]
  2. Include: reason for return, photos (if applicable), and your preference (refund or exchange).
  3. Wait for our written authorisation — do not ship items without prior authorisation. Unauthorised returns will be refused and returned to sender at the customer's expense.
  4. Ship the item in its original packaging using a tracked shipping service.
  5. Send us the tracking number once shipped.