Refund policy
Thirty days to change your mind, for any reason, with no restocking fee.
How to return something
Write to us with your order number and tell us what you are sending back. We email a return label. Once the parcel reaches us, the refund is issued to the original payment method within three working days.
Condition
Products should come back complete and in a condition that allows them to be resold. You are welcome to have used the product — that is the point of a thirty-day window — but missing accessories or damage beyond normal handling may reduce the refund.
Faulty items
If something is faulty, we replace it first and sort the paperwork afterwards. Send a photo with your order number; we will not ask you to be without the product while we investigate.
Warranty
Every product carries a full year of warranty from the delivery date, covering defects in materials and workmanship. It does not cover accidental damage or normal wear.
Collector helmets (the Solis Aegis range) carry a five-year warranty from the delivery date on the same terms — the faceplate motors, voice module, LEDs, touch sensors and remote included; batteries excluded.
Your statutory rights
The thirty-day window above is our own promise and is offered in addition to your rights under law, never instead of them.
- European Union. Under the Consumer Rights Directive you may withdraw from a distance purchase within fourteen days of receiving it, without giving a reason. Tell us within those fourteen days and you then have a further fourteen days to send the goods back.
- United Kingdom. The Consumer Contracts Regulations give you the same fourteen-day right to cancel, running from the day the goods reach you.
- Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
- United States. Rights vary by state; nothing here limits any right your state gives you.
Who pays the postage
We pay it when the product is faulty, when it was described wrongly, or when we sent the wrong thing. You pay it when you have simply changed your mind, except where the law says otherwise. The return label we email you shows which of the two applies before you post anything.
How long a refund takes
Three working days from the parcel reaching us for us to issue it, then whatever your bank takes to show it — usually another three to five days. If it has been longer than ten working days since we confirmed the refund, write to us and we will chase it.
Working days in this policy are Monday to Friday, excluding weekends and Chinese public holidays — see the business days section of our shipping policy.