Return & Refund Policy

As each helmet is custom-made to order, our return and refund policy is structured around specific issues with your order rather than general returns. Please read this policy carefully before placing your order.

1. Eligible Refund/Complaint Categories

Three of the four claim windows below start on the day your package is delivered, not on the day we ship it. We record the delivery date from the carrier's tracking record for your shipment. The exception is a package that never arrives: that window starts on the shipping date, because there is no delivery date to count from.

• Item Not Delivered: Claim window of 30 days from the shipping date.
• Item Damaged Upon Arrival: Claim window of 7 days from the delivery date.
• Item Does Not Match Ordered Specifications: Claim window of 14 days from the delivery date.
• Manufacturing/Production Defect: Claim window of 90 days from the delivery date.

If we have not recorded a delivery date for your order yet, the windows count from the shipping date instead, which is shorter. So if a window looks closed to you and your helmet arrived late, contact us anyway. We will check the carrier's record, and we will not refuse a genuine claim on timing alone. These windows are our own service commitment. They do not limit any statutory rights you may have under the consumer law of your own country, including the EU legal guarantee of conformity. All claims are reviewed by our team before approval. Refunds are processed manually (not automatic) and may be issued as a partial or full refund, depending on the outcome of our investigation.

2. Order Cancellation (The 3-Day Rule)

As our helmets are handmade-to-order, a cancellation request must reach us within 3 days (72 hours) of placing the order. Every cancellation is reviewed and confirmed by us before any refund is issued. After this period, production materials and labor have been committed, and the order cannot be cancelled or refunded for change of mind.

3. Damage on Arrival: What We Need From You

If your helmet arrives damaged, film the unboxing. Start with the outside of the box before you open it, show it being opened, then show the helmet itself, all in one continuous shot. That recording settles most damage claims in a day instead of a week, so we ask every buyer to film one.

If you do not have a video, we will still review your claim. Send photos of the box from every side, photos of the damage, and keep the packaging until we have finished. We will also pull the carrier's record for your shipment. Claims without a video take longer, and some cannot be settled in your favor without one.

4. Manufacturing Defects (90 Days): What We Need

A fault that appears later does not need an unboxing video. Clear coat lifting, paint cracking without impact, LED wiring failing, a loose fitting: send photos of the part that failed, one photo of the whole helmet, and tell us when you first noticed it.

This window covers faults in how the helmet was built or painted. It does not cover damage caused after delivery. That includes a drop or a crash, scratches from storage or from carrying the helmet loose in a bag, pressure marks, solvents, polish, fuel or cleaning chemicals on the paint, heat damage, and any helmet that has been taken apart, modified, or repainted. Normal wear from riding is not a defect either.

We judge this from the damage itself. An impact and a chemical burn do not look like a paint or assembly fault, and we will tell you what we see in your photos.

5. Refused or Abandoned Shipments

6. Third-Party Forwarders & Delivery

Rune Helmets Official's delivery obligation is fulfilled once the carrier (DHL, UPS, FedEx, or Pos Indonesia) marks the package as "Delivered" to the address provided at checkout. We are not responsible for any issues, damages, or customs delays occurring after the package reaches a Third-Party Forwarding Service or agent chosen by the buyer.

7. Refund Method

Approved refunds are processed manually via PayPal (for buyers who paid via PayPal) or bank transfer (for buyers who paid via other payment methods). Processing time may vary depending on your payment provider.

8. Order Completion

If we receive no complaint from you, your order is automatically marked as Completed 30 days after the final package has been shipped. You can also mark it Completed yourself at any time from your account. Marking an order Completed does not remove the claim windows listed above — a 90-day defect claim stays open for 90 days whether the order is Completed or not.

9. Hand-Painted Variation

Every Rune helmet is painted by hand, one at a time. No two come out identical, and that includes two orders of the same design placed by the same person.

We hold each finished helmet to a 90–95% match with the reference. Differences inside that range are normal for hand-painted work and are not treated as a defect or a basis for a claim.

If what you receive falls outside that range, tell us. That is what the claim windows above are for.

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