Refund policy

Helmet Brims Returns & Exchanges Policy

At Helmet Brims, we want you to love your purchase. If you're not completely satisfied, here's how we can help:

Return Timeframes

🇦🇺 For Australian Customers:

  • You may return your Helmet Brim within 30 days of delivery for a replacement, store credit, or refund
  • Please ensure the item is unused, unwashed, in original condition

🌍 For International Customers:

  • We offer 60-day returns to allow for longer delivery times
  • Please note: the return shipping cost to Australia is your responsibility
  • You are responsible for organising return postage, including customs documentation/proof and commercial invoice where required to avoid delays or refusals at customs

Item Conditions for Returns

  • Helmet brims must be unworn, unwashed, in original condition – NO exceptions
  • Items must be returned in their original packaging where possible
  • Include your full name + order number written on a piece of paper inside the return package
  • Items become ineligible for return/exchange after the timeframes above (30 days for Australia, 60 days international)

Refunds vs Store Credit

For full-price items (no discounts or sale codes used):

  • You are eligible for a full refund (minus any applied store credit)
  • If you received free shipping, the original outbound shipping cost will be deducted from your refund

For sale or discounted items:

  • You are eligible for exchange or store credit only – no cash refunds
  • Exchanges

Because of the complexity and cost associated with international shipping and customs, direct exchanges are not available.

If you'd like a different size or colour:

  1. Return your original item for refund or store credit
  2. Place a new order for your preferred option

Damaged During Delivery?

If your Helmet Brim arrives damaged:

  • Email clear photos of the damage to julie@helmetbrims.com
  • We'll assess whether a replacement or refund is appropriate
  • We'll also submit your photos to Australia Post for investigation
  • Damaged items are eligible for full refund or replacement regardless of sale status

Before You Return - Contact Us First

⚠️ You must contact us before sending any items back. Let us know:

  • Why you're returning the item
  • When it's being sent
  • Your contact details

📧 julie@helmetbrims.com
📞 +61 458 729 040

Important Notes

  • Refunds are processed only after the returned item has arrived in its original condition
  • If the item is returned damaged, used, or not in its original condition, a partial refund may be offered to cover repair/restocking costs, or the return may be rejected
  • Return postage is at your expense unless the item was faulty on arrival
  • We are not responsible for items lost or damaged during return shipping – we recommend using tracked postage

Non-Returnable Items

The following are not eligible for returns or exchanges under any circumstances:

  • Items worn, washed, and not in original condition (unless faulty)
  • Damaged items (unless damaged on arrival)
  • Items returned after the eligible return period

Customs, Duties & Import Taxes

  • Helmet Brims is not responsible for any customs duties, import taxes, VAT, GST, or shipping expenses imposed by your country
  • These charges are not included in the order price at checkout
  • If you refuse delivery due to customs fees or if customs returns the package to us, you will not be refunded
  • If you refuse to pay customs fees and the product is returned to us, you will only be eligible for store credit – minus the cost of outbound shipping

Why We Use This Policy

We're a small Australian business run by equestrian enthusiasts. We've designed this returns policy to be as fair as possible while covering administrative costs and keeping our operations sustainable so we can continue to serve riders worldwide with quality, Australian-made sun protection.

Frequently Asked Questions

Can I return my Helmet Brim if I live overseas?
Yes, international customers have 60 days to return their Helmet Brim. Return postage to Australia is at your own expense, and you're responsible for customs documentation.

What if my Helmet Brim arrives damaged?
Email clear photos to julie@helmetbrims.com. We'll assess the damage and arrange a refund or replacement. Damaged items are eligible for full refund regardless of sale status.

Do I need to contact you before returning my item?
Yes, always contact us before posting anything back. We'll guide you through the process and confirm the next steps.

How long do I have to return my Helmet Brim?
Australian customers have 30 days from delivery. International customers have 60 days from delivery.

Will I get a full refund?
Full-price items are eligible for full refund (minus outbound shipping if you received free shipping). Sale items are eligible for store credit or exchange only. Refunds are issued after the item is returned in original, unused condition with tags attached. If it arrives used, worn, or damaged, a partial refund may be offered or the return may be rejected.

Can I exchange my Helmet Brim for a different size or color?
Direct exchanges are not available due to international shipping complexity. Please return your item for refund/store credit and place a new order for your preferred option.

What if I used a discount code when I purchased?
Items purchased with discount codes or during sales are eligible for store credit or exchange only – no cash refunds.