Refund Policy
Last updated: 12/08/2024
At ARAI, we are committed to providing you with high-quality products and exceptional customer service. If for any reason you are not completely satisfied with your purchase, we are here to help. This refund policy details our terms regarding returns, exchanges, and refunds.
1. Right of Withdrawal
In accordance with current legislation, you have a right of withdrawal of 14 days from the date of receipt of your order. If this period expires on a weekend or a public holiday, it is extended until the next working day. You are not required to provide a reason for exercising your right of withdrawal.
1.1. Exercise of the Right of Withdrawal
To exercise your right of withdrawal, you must notify us of your decision to withdraw by a clear statement (for example, by e-mail) to the following address: info.arai.helmet@gmail.com .
2. Return Conditions
In order to receive a full refund, the product must be returned in its original condition, unused, undamaged, and in its original packaging, with all accessories, tags, and documentation included. We reserve the right to refuse a refund if the returned items do not meet these conditions.
2.1. Products Exempt from Return
Certain products cannot be returned, including:
- Items on sale or on sale.
- Customized or made-to-order products.
- Sealed products cannot be returned for health or hygiene reasons if their seal has been broken after delivery.
2.2. Return Costs
Return shipping costs are your responsibility, unless the return is due to our error (for example, you received an incorrect or defective item). In this case, we will cover the return shipping costs.
3. Return Process
3.1. Return Request
To initiate a return, please contact our customer service at info.arai.helmet@gmail.com or 07 56 82 15 53. Our team will provide you with the necessary instructions for returning your product, including the return address and shipping label if applicable.
3.2. Return Shipping
Items should be returned to the following address:
1 Avenue Albert Einstein, 69100 Villeurbanne
Please package items carefully to avoid damage during transit. We recommend using a trackable shipping service and retaining proof of shipping. We are not responsible for items lost or damaged in transit.
4. Refunds
4.1. Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved, we will process your refund within 14 business days. The refund will be issued to the original method of payment used for your purchase.
4.2. Partial Refund
In certain situations, only partial refunds may be granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item returned more than 30 days after delivery.
4.3. Delivery Costs
The initial delivery charge is non-refundable unless there is an error on our part (for example, sending an incorrect or defective product). If you receive a partial refund, the initial delivery charge will be deducted from your refund amount.
5. Exchanges
We only replace items if they are defective or damaged. If you need to exchange a product for the same item, send us an email at info.arai.helmet@gmail.com with a description of the problem and photos if necessary. Once approved, you will receive instructions to proceed with the exchange.
6. Cancellation of Order
You can cancel your order before it is shipped by contacting us promptly at info.arai.helmet@gmail.com or 07 56 82 15 53. If your order has already been shipped, you will need to wait until you receive it and then follow the returns procedure described above.
7. Defective or Incorrect Products
If you receive a defective or wrong product, please contact us immediately at info.arai.helmet@gmail.com with details of the problem and photos of the affected product. We will provide you with instructions on how to return or exchange the item. We will bear all costs related to the return and reshipment.
8. Processing Time
Please note that returns and refunds may take up to 14 business days to process after we receive the returned items. We will keep you informed of the status of your refund or exchange via email.
9. Contact
For any questions regarding our refund policy, please contact us: ARAI
1 Avenue Albert Einstein, 69100 Villeurbanne
Email: info.arai.helmet@gmail.com
Phone number: 07 56 82 15 53