Items sold on the Matrix website are dispatched from London, UK. They can be dispatched to various locations.
All times quoted are based on UK local time.
Delivery Times are based on standard UK working days - Monday to Friday, with no Saturday deliveries and excluding UK public holidays. Orders that are for next day delivery must be completed by 12pm.
Next working day delivery is only possible within Mainland UK.
Orders made on Friday will be posted on the Monday.
All parcels must be signed for on delivery. If no one can accept delivery, we will try a further delivery and hold your parcel for up for 7 days. Should we be unable to deliver after 7 days, the delivery will be viewed as failed and your parcel will be returned to Matrix. Upon receipt of a failed delivery, we shall refund the order value minus the delivery charge.
Upon delivery, please check the products for any defects. Should you believe any of our products may be defective or of unsatisfactory quality, please notify us at [email protected]
immediately, where possible, or within a reasonable time. We ask you to take reasonable care of the product while your notification is investigated. Do not return any product that you believe may be defective before you contact [email protected]
If you return a product from outside the UK, the responsibility for return postage costs and retaining proof of postage lies with you. If the products are confirmed as being defective or mis-described, we will reimburse you for reasonable return postage costs upon proof of postage costs. If all products are confirmed as defective form the whole order or if all products were faulty or damaged, we will refund the original delivery charge.
It is the buyer's responsibility to notify Matrix if the order has not been received within 21 days of the estimated delivery date or receipt of our invoice. If there is no notification within this time period, the goods shall have been deemed to be received by the buyer.
All claims against damage, loss or late delivery of your order must be pursued with the postal service provider. Matrix will look to assist and may be able to offer advice on dealing with your claim.
3. Refunds and Cancellation
We want you to be happy every time you shop with us. Occasionally, you may wish to return items due to sizing issues or faulty goods. For this reason we have a 14-day returns guarantee that should for any reason you be unhappy with your purchase, contact us within 7 days of purchase (at [email protected]
) and you can return the item to us in its original condition within 14 days of the date you received the item.
Custom and Bespoke Helmet Systems and products
This returns guarantee does not apply to custom made helmets or other goods supplied to your own specification, nor to any made to order helmets or products.
By law, customers in the European Union may withdraw from the purchase of an item (apart from any item that is custom made or made to order) within fourteen days of the day from which the date the item is delivered.
To cancel your purchase within this period, please contact us at [email protected]
matrixHelmets.com and tell us that you wish to cancel your order. Please package the item securely and dispatch it to us using your personalised return label within 14 days of the date that the item was delivered to you. We cannot accept returns if you hand-deliver them.
For your protection, we suggest that you use a recorded-delivery service if the value of the return product(s) exceeds GBP 50.
Please note that you will be responsible for the costs of returning the items to us unless the item was dispatched to you mistakenly, or unless the item was damaged or defective. Should we not receive the item back from you with the delivery slip, we may arrange to collect the item from your delivery address at your cost.
Once we start the delivery process, it is not possible to cancel any contract you have with us for additional services we carry out (eg: gift wrapping).
When we receive notice of your order cancellation, we will refund the relevant part of the purchase price for that item along with with the item's standard postage charge.
As we are usually unable to reclaim the cost of any priority, express or courier services once they have been booked by, we are unable to refund these services’ cost once booking has taken place.
Non EU Customers
Customers outside the EU: if you are not completely satisfied with the purchased goods and you notify us in writing within 14 days from receipt of goods, we will refund the price of the product after the product has been returned to us. However, we are unable to refund any shipping costs.
4. Availability of Goods and information on our site
All products that are advertised are subject to availability. Should an item that you wish to order be unavailable, we will inform you via telephone or e-mail.
We shall not charge you for goods that we are not able to supply for any reason. However, we may take pre-orders for goods or products not currently held in stock. This will always be indicated during the checkout process. We are not responsible for any losses or damage that should occur if it is then not possible to supply the goods.
We make all reasonable efforts to show all the products on the website as accurately and fairly as is possible.
Under this contract, we will meet our responsibilities within a reasonable time unless it is impossible for us to do so due to factors beyond our reasonable control. To note: we will not be responsible for delays that are caused by our suppliers.
If we are not able to dispatch a good due to the unavailability of the good or for any other reason, we reserve the right to cancel the order and refund any payment taken without obligation to complete the order.
The images of the products are for illustrative purposes only. While we have made every effort to display the colors accurately, it is not possible for us to guarantee that your computer's display of the colors is an accurate reflection of the color of the products. Therefore, your products may vary slightly from those images.
We take reasonable care to make sure that all the information, including the prices, on our website, is correct at the time at which the appropriate information was entered onto the system. However, as our site has a large number of products, the possibility exists that despite our reasonable efforts some products may be inaccurately priced. Should an error be discovered in the price of the products you have ordered, we shall contact you to inform you of this error. We shall give you the option to continue the order at the correct price or to cancel your order. We will refrain from processing your order until we have your instructions. Should we not be able to contact you using the contact details provided in the order process, we will regard the order as cancelled and notify you in writing. To note: if the pricing error is obvious and unmistakeable and could have reasonably been recognised as a mispricing, we are not under any obligation to provide the to you at the incorrect (lower) price.
5. Ownership and title
All ownership, title, and risk of loss and/or damage in the good(s) you have purchased shall pass to you at the point and time at which such product leaves our UK warehouse.
6. Returning Goods
If, despite having followed our Helmet Sizing Guidelines, you discover that your purchased product does not fit properly, there are the options below:
Exchange: You can return your product, having agreed this first with us at [email protected]
The product should be returned in good, undamaged condition and in a complete state with all its original packaging in order to exchange it for another product of the correct size, providing this is available on our site. Exchanges are at Matrixhelmets.com’s discretion. Should you wish wish to return a product, please contact us within 7 days of purchase and return the product to us with 14 days of delivery.
Cancellation: Please see the cancellation terms above.
Please see the cancellation terms above. Any item returned is at your own risk and cost. We will not be liable for any loss or damage to any returned items in transit. Products remain your responsibility and property until they are received by us. Should returned items be lost or damaged in transit, we will have to charge you (or not to refund any amounts attributable to) such loss or damage. Any item(s) you intend to return should be sent to us in the original packaging at:
Matrix Helmets Limited
20-22 Wenlock Road,
The "returns" email that we have provided you with must be printed out and enclosed within the box. This email will detail the agreed returns process. Please note that it is not possible to process returns without these details!
If your delivery address is outside the UK, the addressee will be the importer of record and is responsible for adhering to and complying with all the applicable laws and regulations of the country into which the products are delivered. If the product is subject to import duties and taxes, which are levied once the package reaches the delivery country, any such additional charges levied for customs clearance are your responsibility.
We have no control over these charges and cannot predict what they may be. Please contact your local customs office should further information be required before placing your order.
9. Electronic Communications
In transacting with us or sending e-mails to us, you are communicating with us via electronic means. We may communicate with you by e-mail or by posting notices on the MatrixHelmets.com website. For contractual purposes, you consent to receive communications from us electronically. You further agree that all agreements, notices, disclosures and other communications we provide to you electronically satisfy any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
We only supply our products for private use. You agree not to use the product for any commercial, business or resale purposes. We have no liability to you for any profit loss, business loss, business interruption, or loss of business opportunity.
If we fail to comply with these terms and conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our negligence; however, we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
We do not in any way exclude or limit our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) defective products under the Consumer Protection Act 1987; or
(d) any other liability in respect of which it is unlawful to exclude or restrict liability.
Skiing, snowboarding, and other related or similar activities are hazardous and dangerous sports and activities. Participation may lead to injury or death of yourselves or third parties. The customer fully accepts and assumes all risks, damages, injury or death that may result from such activities. Matrix Helmets accepts absolutely no liability for any damages, injuries, deaths or other costs incurred as a result of such activities (save as provided for above).
11. Alteration of service or amendments to the conditions
We reserve the right to make changes to our policies, terms, and conditions at any time. You will be subject to the policies and terms and conditions in force at the time that you order goods from us unless any change made to those policies or these conditions is required by law or government authority (in which case it will apply to orders previously placed by you). If any condition is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.
12. Our details
Matrix Helmets Limited whose registered office is at 20-22 Wenlock Road, London, England, N1 7GU.
Matrix Helmets warrants all products to be free of defects in material or workmanship for one year from date of purchase, subject to the provisions below. Should a Matrix Helmets product fail due to defects in craftsmanship or materials, within the warranty period, we will repair or replace the product free of charge provided that you promptly notify us of any defect (in any event within 7 days) and you immediately stop using the product. This warranty is limited to the original purchaser only. For detailed information see the guidelines below and/or the product specification.
For any questions regarding our products or the above warranty, please contact our service center at: [email protected]
THE WARRANTY PROCESS
- - Before returning any product you must contact Matrix Helmets by e-mail for a return authorization.
- - Arrange and pay for delivery to Matrix Helmet.
- - Ensure that the returned product is washed, clean and dry prior to shipping. Dirty and/or foul-smelling helmets will be returned unprocessed. It may also delay the process with an additional surcharge.
- - Include a note with your name, address and phone number AND make sure to include a short statement explaining the warranty problem.
Alternatively, your product may also be returned to the store from where you originally purchased it. Any Matrix Helmets dealer is able to handle the warranty process on your behalf.
NOTE: Damage due to wear and tear, accident, misuse, or neglect, or if you fail to store or use a product other than in accordance with the instructions provided, or damage due to any repairs carried out by you or a third party not authorised by us, is not covered under warranty.
Please contact our warranty department if you have any questions.
14. Events outside our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
15. Other important terms
We may transfer our rights and obligations under any contract we have with you to another organization, but this will not affect your rights or our obligations under these terms and conditions. Where practicable, we will always notify you in writing or by posting on our website if this happens.
You may only transfer your rights or your obligations to another person if we agree in writing.
No person other than you or us shall have any rights to enforce any of these terms and conditions whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
Each of the paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
If we fail to insist that you perform any of your obligations under these terms and conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
These terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
The courts of England and Wales shall have non-exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms and conditions or their subject matter or formation (including non-contractual disputes or claims).
Any DOT certified helmets listed on our website are not legal to use on the UK or EU roads, they are sold strictly for display or show purposes, we cannot be responsible for any consequences caused by Using helmets on the road .
16. Use of our website
The provisions of this section apply to you irrespective of whether you purchase any products through our website. By accessing our site, you hereby agree to these provisions.
We may update our site at any point, and may change the content at any time. However, please note that any content on our site may be out of date at any given time, and we are under no obligation to update it.
We do not guarantee that our site, or any content on it, will be free from errors or omissions. Although we make reasonable effort to update the information, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date.
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. Access to our site is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our site without notice. We will not be liable to you if for any reason our site is unavailable at any time or for any period.
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by intellectual property laws and treaties around the world. All such rights are reserved.
You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
We do not guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform in order to access our site. You should use your own virus protection software.
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorized access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, you would commit a criminal offense under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link to our site in any website that is not owned by you. Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice.
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources.