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PRODUCT FAQ

No Hassle Return & Refund Policy

NO RESTOCK FEES
If your order arrives and it is not right, we'll fix it, NO NONSENSE, we promise. Doesn't fit or just not happy with it? You can return any new, unused and unaltered item within 14 business days of receipt of your item. We will issue a full refund to your original payment method.

Refund Policy

Returned products must be in a new, unused condition and include the original box and/or packaging with all tags included. Once your return is received and inspected by Matrix (usually within 24 hours of receipt), your refund will be processed and a credit will be applied to your credit card or original method of payment. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to be posted to your account. For wire transfer payments, all refunds will be issued to store credit. You are responsible for all shipping costs associated with getting your order back to our Belfast warehouse or your local Matrix distributor. Please do not abuse this policy by ordering multiple (more than 2) of the same or similar items with the intention of returning the majority of your order. Please contact a Us if you are unsure of sizing or application for any items prior to placing your order and we will be happy to help you narrow it down!

Return Shipping Options

For customers in any location, you have the option of using the carrier of your choice to return your order to us. We recommend shipping with a method that includes tracking and insurance for your return shipment. All shipments must be made prepaid; packages shipped COD will be rejected. Any Refused, Undelivered, or Abandoned package will be subject to a £20 Service Fee.

Exchanges

Need to make an exchange? After you process your return, simply place a new order for the exchanged merchandise. That means you'll claim the inventory and get your new gear fast! You are still responsible for return shipping on your original order back to us.

Used or Damaged Gear

Any Helmet which has been "taken out for a ride" is considered used and cannot be returned. We encourage you to walk on your carpet in your boots and to try your motorcycle helmet indoors before heading out on the bike. Any items which show signs of use (wear, bugs, dirt, smell, pet hair, scuffing, mounting, etc) or otherwise is in a condition other than it was received cannot be returned.

Apparel and Helmets

Apparel items must be packed in their original garment bag (or equivalent plastic bag protection) and include all original tags. The plastic bag protects the item from the cardboard. Items packaged without this protection most likely will arrive scuffed and will be returned to the customer. Helmets must be shipped back as they were received in their original helmet bag, box and include all original paperwork and accessories Unused items that are returned with missing or damaged packaging, tags, components may be returned to the customer or subject to an additional processing fee of up to 20% of the merchandise cost based on the availability of those missing or damaged components. Defects. Matrix will assist customers with their warranty; however, Matrix does not provide any direct warranty on any item sold.

Order Cancellation / Modifications

If you change your mind, act quickly! We turn around and process orders extremely quickly. Orders can be modified or canceled only while their status is labeled "In Process." Once an order has been "Sent to Warehouse," it cannot be canceled or modified, as the order has been processed by our warehouse and we are awaiting tracking information.

Damaged Goods:

Please let us know ASAP if any goods arrive damaged. Please keep all original shipping containers and take pictures if possible. Damaged goods claims are handled through the shipping carrier (Parcelforce, UPS, FedEx, DHL ). We will assist our customers in these claims. We only ask that customers be patient as sometimes this process can take longer than any of us would like! Returns should be shipped to:
Matrix Helmets 
20-22 Wenlock Road
London
N1 7GU
United Kingdom
please retain your return tracking information. Matrix is not responsible for packages lost during return shipment. you will receive a confirmation email from Matrix when your return is processed which will include the full details of refund credited