Returns & Exchanges

Returns & Exchanges

At Henderson, we want you to be completely satisfied with your purchase. If for any reason you're not 100% happy with your motorcycle gear, we offer a straightforward returns and exchanges policy to make things right. Your satisfaction and safety are our top priorities.

Our Return Policy

We accept returns on most items within 30 days of the delivery date. To be eligible for a return, items must meet the following conditions:

  • Unused and unworn: Items must be in new, unused condition with all original tags attached
  • Original packaging: Products should be returned in their original packaging when possible
  • No damage: Items must not show signs of wear, damage, or alteration
  • Proof of purchase: You must provide your order number or receipt
  • Hygiene products: For safety reasons, helmets and gloves cannot be returned once the original packaging or protective seals have been broken

What Can Be Returned?

Eligible for Return:

  • Jackets, pants, and riding suits (unworn with tags attached)
  • Boots (unworn with original box and tags)
  • Accessories (GPS systems, luggage, communication devices in original packaging)
  • Body protection (back protectors, knee guards, etc. in original packaging)

Non-Returnable Items:

  • Helmets: Once the original packaging or safety seal is broken (for hygiene and safety reasons)
  • Gloves: Once worn or packaging is opened (hygiene reasons)
  • Sale or clearance items: Items marked as final sale
  • Custom or personalized items: Any products that have been customized or modified
  • Electronics without original packaging: Communication systems, cameras, or GPS units
  • Gift cards: Non-refundable

How to Start a Return

Returning an item is simple and straightforward. Follow these steps:

Step 1: Contact Us

Email us at jouiet.hat@gmail.com with:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return
  • Whether you prefer a refund or exchange

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

Step 2: Package Your Return

Carefully package your item(s) in the original packaging if possible. Include:

  • All original tags and labels attached to the item
  • Any accessories, manuals, or documentation that came with the product
  • A copy of your order confirmation or packing slip
  • Your RA number clearly written 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, as we cannot be responsible for items lost in transit.

Note: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.).

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return, we'll process your refund or exchange within 3-5 business days. You'll receive an email confirmation once the return is processed.

Exchanges

Need a different size or color? We're happy to help with exchanges!

Size Exchanges

If your gear doesn't fit quite right, we offer free size exchanges on most items within 30 days of delivery. Simply contact us to initiate an exchange, and we'll cover the shipping cost to send you the correct size.

Color or Style Exchanges

Want to exchange for a different color or style? No problem! Standard return shipping rates apply, but we'll ship the replacement item to you for free.

Exchange Process

  1. Contact us at jouiet.hat@gmail.com with your order number and exchange request
  2. We'll provide you with return instructions and verify the replacement item is in stock
  3. Ship the original item back to us
  4. Once received, we'll ship your replacement item within 1-2 business days

Refund Methods & Timing

Refunds are processed using your original payment method:

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)

Refund Amount:

  • Product cost: Full refund of the item price
  • Original shipping: Refunded only if the return is due to our error
  • Return shipping: Not refunded unless the return is due to our error

Note: If you received free shipping on your original order and are returning part of it, we may deduct the standard shipping cost from your refund if the remaining items don't qualify for free shipping.

Damaged, Defective, or Wrong Items

We take great care in packaging and shipping your order, but sometimes mistakes happen. If you receive a damaged, defective, or incorrect item:

Contact Us Immediately

Email jouiet.hat@gmail.com within 7 days of receiving your order with:

  • Your order number
  • Photos of the damaged or incorrect item
  • A description of the issue

Resolution Options:

  • Full refund: We'll provide a full refund including all shipping costs
  • Replacement: We'll 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

We cover all return shipping costs for damaged, defective, or incorrect items.

International Returns

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

  • Return shipping: Customers are responsible for international return shipping costs
  • Customs and duties: Any customs fees, taxes, or duties paid on the original shipment are non-refundable
  • Processing time: International returns may take 2-3 weeks to process due to customs clearance
  • Refund method: Refunds will be issued in USD to your original payment method

We recommend using a trackable international shipping service for all returns.

Manufacturer Warranty

Many of our products come with manufacturer warranties that cover defects in materials and workmanship. Warranty terms vary by brand and product:

  • Helmets: Typically 5 years from date of manufacture (check manufacturer guidelines)
  • Jackets and pants: Usually 1-2 years against defects
  • Electronics: 1 year manufacturer warranty standard
  • Boots and gloves: Varies by brand (6 months to 2 years)

For warranty claims, contact us with your order information and photos of the defect. We'll help coordinate the warranty process with the manufacturer.

Returns & Exchanges FAQs

Can I return an item after 30 days?

Unfortunately, we cannot accept returns beyond our 30-day return window. However, if the item is defective, manufacturer warranty may still apply. Contact us to discuss your options.

What if my helmet doesn't fit but I opened the package?

We understand that fit is crucial for helmets. While we cannot accept returns on opened helmets for hygiene and safety reasons, we strongly encourage customers to check our sizing guides before purchasing. If you receive a helmet and it doesn't fit, contact us immediately before opening the package.

How long does an exchange take?

Once we receive your return, we'll ship the exchange item within 1-2 business days. Total exchange time is typically 7-10 business days including shipping both ways.

Can I return sale or clearance items?

Items marked as "Final Sale" or "Clearance" cannot be returned or exchanged unless they are defective or we shipped the wrong item.

What if I lost my order confirmation?

No problem! Contact us with your email address or shipping address, and we'll locate your order information.

Do you offer store credit instead of refunds?

Yes! If you prefer, we can issue your refund as store credit, which can be used on any future purchase. Store credit never expires.

Need Help with a Return?

Our customer service team is here to help make your return or exchange as smooth as possible. If you have any questions or concerns about returning an item, don't hesitate to reach out:

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

We're committed to making things right and ensuring you have the best possible experience with Henderson.

Our Satisfaction Guarantee

Your safety and satisfaction are our highest priorities. We stand behind every product we sell and are committed to providing you with premium motorcycle gear you can trust. If you're not completely satisfied with your purchase, we'll work with you to find a solution.

Thank you for choosing Henderson for your motorcycle gear needs. Ride safe!