Refund Policy

Refund Policy

Effective Date: October 15, 2025

At Henderson, we stand behind the quality of our motorcycle gear and accessories. Your satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a straightforward refund policy designed to make returns easy and hassle-free.

1. Return Window

You may return most items within 30 days of the delivery date for a full refund. To be eligible for a refund, items must meet the conditions outlined in Section 3 below.

The 30-day period begins on the date you receive your order (as confirmed by delivery tracking), not the date you placed your order.

2. Refund Eligibility

To qualify for a refund, returned items must meet all of the following conditions:

2.1 Condition Requirements

  • Unused and Unworn: Items must be in new, unused condition with no signs of wear or damage
  • Original Tags Attached: All manufacturer tags, labels, and stickers must remain intact and attached
  • Original Packaging: Items should be returned in their original packaging when possible, including boxes, protective materials, and documentation
  • Complete Set: All accessories, manuals, and components that came with the product must be included
  • Proof of Purchase: You must provide your order number or receipt

2.2 Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned or refunded once the original packaging or safety seals have been opened:

  • Helmets: Cannot be returned once the original packaging or protective seals are broken (safety and hygiene)
  • Gloves: Cannot be returned once worn or packaging is opened (hygiene)
  • Undergarments and Base Layers: Cannot be returned once packaging is opened (hygiene)
  • Final Sale Items: Products marked as "Final Sale," "Clearance," or "As-Is" are not eligible for return
  • Custom or Personalized Items: Products that have been customized, modified, or personalized
  • Electronics Without Original Packaging: GPS units, communication systems, or cameras removed from original sealed packaging
  • Gift Cards: Non-refundable under any circumstances

Exception: If any non-returnable item arrives damaged, defective, or is incorrect, we will accept the return and provide a full refund or replacement. Please contact us within 7 days of delivery.

3. How to Request a Refund

To initiate a refund, please follow these steps:

Step 1: Contact Us

Email us at jouiet.hat@gmail.com with the following information:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return
  • Your preferred refund method (original payment method or store credit)

Our customer service team will respond within 24 hours (Monday-Friday) with return instructions and a Return Authorization (RA) number.

Step 2: Package Your Return

Carefully package the item(s) you are returning:

  • Include all original tags, labels, and documentation
  • Pack items securely to prevent damage during shipping
  • Include a copy of your order confirmation or packing slip
  • Write your RA number clearly on the outside of the package

Step 3: Ship Your Return

Ship your return to the address provided in your return authorization email. We recommend using a trackable shipping method with insurance for valuable items.

Return Shipping Costs:

  • Customer-Initiated Returns: You are responsible for return shipping costs
  • Our Error (Wrong/Damaged/Defective Items): We will provide a prepaid return label at no cost to you

Step 4: Refund Processing

Once we receive your return, our team will inspect the item(s) to ensure they meet our refund eligibility criteria. We will process your refund within 3-5 business days of receiving and approving your return.

4. Refund Methods and Timing

4.1 Refund Amount

Your refund will include:

  • Product Cost: Full refund of the item(s) purchase price
  • Original Shipping (if applicable): Refunded only if the return is due to our error (wrong, damaged, or defective item)
  • Return Shipping: Not refunded unless the return is due to our error

Free Shipping Orders: If you received free shipping on your original order because you met the minimum threshold (e.g., $150+), and you are now returning part of your order, we may deduct the standard shipping cost from your refund if the remaining items no longer qualify for free shipping.

4.2 Refund Processing Time

  • Inspection: 1-2 business days after we receive your return
  • Refund Processing: 3-5 business days after approval
  • Bank/Credit Card Posting: 5-10 business days (depending on your financial institution)

Total Time: You can expect to see your refund within 7-15 business days from the date we receive your return.

4.3 Refund Method

Refunds are issued to your original payment method by default:

  • Credit card payments: Refunded to the original card
  • Apple Pay/Google Pay: Refunded to the linked payment method

Store Credit Option: If you prefer, you can request your refund as Henderson store credit. Store credit is issued immediately upon return approval and never expires. Store credit can be used for any future purchase with no restrictions.

4.4 Refund Confirmation

Once your refund is processed, you will receive an email confirmation with:

  • Refund amount
  • Refund method
  • Expected timeline for funds to appear in your account

5. Exchanges

While this is our Refund Policy, we also offer free exchanges for size and fit issues. If you need a different size of the same item, please see our Returns & Exchanges Policy for details on our expedited exchange process.

Size Exchange Benefits:

  • We cover shipping costs for the replacement item
  • Faster processing than a return + new purchase
  • Priority handling for size exchanges

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, we will make it right immediately:

6.1 Reporting Damage or Defects

Contact us at jouiet.hat@gmail.com within 7 days of receiving your order with:

  • Your order number
  • Clear photos of the damaged or defective item
  • A description of the issue

6.2 Resolution Options

We will offer one of the following resolutions:

  • Full Refund: We will provide a complete refund including all shipping costs
  • Free Replacement: We will send a replacement item at no charge with expedited shipping
  • Partial Refund: For minor defects, we may offer a partial refund if you prefer to keep the item

Return Shipping: We will provide a prepaid return label for damaged, defective, or incorrect items at no cost to you.

7. International Returns

We accept returns from international customers within the same 30-day window. However, please note:

  • Return Shipping: International customers are responsible for return shipping costs
  • Customs and Duties: Any customs fees, taxes, or duties paid on the original shipment are non-refundable and are the customer's responsibility
  • Processing Time: International returns may take 2-3 weeks to process due to customs clearance
  • Refund Currency: Refunds are issued in USD to your original payment method
  • Trackable Shipping Required: We strongly recommend using a trackable international shipping service

8. Partial Refunds

In certain situations, we may issue a partial refund instead of a full refund:

  • Items returned more than 30 days after delivery (at our discretion)
  • Items with minor damage or missing components (if you agree to keep the item)
  • Items that show signs of use or wear (if we determine the item is not in resellable condition)
  • Items returned without original packaging or tags (if we determine the item can still be resold)

We will always contact you before issuing a partial refund to explain the reason and provide options.

9. Restocking Fees

Henderson does not charge restocking fees for standard returns that meet our eligibility criteria. Your refund will be the full purchase price of the returned item(s), minus any applicable shipping deductions as described in Section 4.1.

10. Refund Denials

We reserve the right to deny a refund if:

  • The item is returned after the 30-day return window
  • The item does not meet our refund eligibility criteria (worn, damaged, missing tags, etc.)
  • The item is a non-returnable product (helmets/gloves with broken seals, final sale items)
  • No Return Authorization (RA) number was obtained before returning
  • The item was not purchased from Henderson (we cannot accept returns for products purchased elsewhere)

If your refund is denied, we will contact you within 2 business days with an explanation. In most cases, we will offer to return the item to you at your expense, or you may authorize us to dispose of it.

11. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

11.1 Check Your Account

First, check your bank account or credit card statement again. Sometimes it takes additional time for your financial institution to post the refund.

11.2 Contact Your Bank

If you still haven't received your refund, contact your bank or credit card company. There may be a processing delay on their end.

11.3 Contact Us

If you've completed the above steps and still haven't received your refund, please contact us at jouiet.hat@gmail.com with:

  • Your order number
  • Return tracking number
  • Date you returned the item

We will investigate and provide a resolution within 3 business days.

12. Changes to This Refund Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Effective Date." We encourage you to review this policy periodically.

Changes to this policy will not affect returns initiated before the effective date of the changes.

13. Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please contact us:

Henderson Motorcycle Gear
Email: jouiet.hat@gmail.com
Response Time: Within 24 hours (Monday-Friday)

Our customer service team is here to help make your return experience as smooth as possible.

Last Updated: October 15, 2025

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