Widerrufsrecht
Last updated: December 14, 2023
Satisfaction Guarantee
At Black Helmet, we offer a 60-day satisfaction guarantee for all customers. If for any reason you are not satisfied with your purchase, you may return it within 60 days from the date of shipment for a refund, minus return shipping costs. This guarantee exceeds the EU's mandatory 14-day cooling-off period, which also applies to our EU customers. Whether you're covered by our satisfaction guarantee or exercising your right under the EU cooling-off period, the process for initiating a return is the same.
Items Damaged During Transit
In the event that your order arrives damaged in any way, please email us at team@sostreinc.com with a photo of the damaged items and we’ll send a replacement at no cost to you.
Size Exchanges
If the item you purchased does not fit correctly, Black Helmet offers a convenient size exchange option within the 60-day satisfaction guarantee period. To ensure the best fit for your next order, please refer to our size and fit page.
To initiate a size exchange, follow these steps:- Contact Us: Reach out to us at team@sostreinc.com to request a size exchange. Please include your order number and the size you require.
- Check Availability: We will check the availability of the desired size and reserve it for you if available.
- Return Original Item: Send back the original item in its original condition, including packaging and accessories, to the address provided. Note that return shipping costs are the responsibility of the customer.
- Processing: Upon receipt and inspection of the returned item, we will process your size exchange request.
- Shipment of New Size: Once the original item is received and approved, we will dispatch the new size to you. You will be notified about the shipment details.
Please note that size exchanges are subject to stock availability. If the requested size is not available, we will contact you with alternative options, such as a different product or a refund. Remember, items must be in their original condition for a size exchange to be processed. Items returned without prior authorization will not be eligible for an exchange.
How to Initiate a Return
If you need to return an item, please follow these steps to ensure a smooth process:
- Contact Us: Reach out to us at team@sostreinc.com to initiate a return. Please include your order number and details about the item you wish to return.
- Receive Authorization: Wait for our response to receive authorization and instructions for the return. Returns sent without prior authorization will not be accepted.
- Prepare the Item: Ensure the item is in its original condition, including packaging and accessories. Items not in their original state may not be eligible for a refund.
- Send the Item: Ship the item to the address provided. Remember, return shipping costs are the responsibility of the customer, except in cases of defective or incorrect items.
- Await Confirmation: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- Refund Processing: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
Remember, all returns must be made within 60 days from the date of shipment. For international orders, please note that refusal to pay VAT, import fees, or government duties will render the order non-refundable.
Contact Us
For any questions about our return policy or if you need assistance, please contact us at team@sostreinc.com.
