RETURNS

We want you to be fully stoked with your HEL product. If something isn’t right, we’ll always do our best to put it right. Please read the policy below before sending anything back, as we cannot accept returns that haven’t been approved.

How long do I have to return an item?

You can request a return within 28 days of delivery.
Can I return an item I’ve used?

Sorry, we can only accept unused items in re-sellable condition, unless there’s a confirmed fault already discussed with our team.
What condition does the item need to be in?

Items must be unused, complete, and in their original undamaged packaging. A £5.00 restocking fee applies if packaging isn’t re-usable.
What warranty do HEL brakes come with?

All HEL brake systems and components include a 12-month warranty.

  • Direct purchases: warranty begins on dispatch.
  • Dealer/shop purchases: warranty begins on purchase date (proof required).
Do you offer crash replacement?

We offer a crash replacement scheme once per brake system within three years of the original dispatch or purchase date.
Who pays for return shipping?

HEL pays if the item is faulty or if our team has confirmed an issue.

You pay if the item is unwanted, unused, non-faulty, or an international return (unless faulty).
How will I receive my refund?

Refunds go back to your original payment method. As an alternative, if you made your choose store credit instead.

Please note, refunds are only issued once your return has been inspected and approved.
Which items cannot be returned?

You cannot return (unless faulty):

  • Custom brake systems ordered via the custom brake builder or requested by email
  • Used items
  • Any item sent without prior authorisation

Standard (non-custom) kits can be returned if unused and within 28 days.
Do you offer exchanges?

We don't offer direct exchanges. Please return the item (once authorised), receive your refund or store credit, then place a new order.
Is there a restocking fee?

Yes. A £5.00 restocking fee applies if packaging is damaged or not returned in perfect condition.
Where do I send my return?

For orders placed directly with mtb.helperformance.com, please send your authorised return to:

HEL Mountain Bike
INSERT RMA NUMBER
Unit 4, Lower Trelake Business Park
Tedburn Road
Exeter, Devon
EX4 2HF
United Kingdom
Do you accept international returns?

We do, but international customers must cover all postage, duties, and fees unless the item is faulty. We cannot accept returns with unpaid charges or without prior approval.
Do I need approval before returning an item?

Yes - 100%

We can't accept any returns without official authorisation from our team.

You must:

  • Contact us first by using the form below
  • Have the return approved
  • Receive your RMA number
  • Include the RMA number either on the inside of the parcel or clearly marked on the outside

Unauthorised returns may be refused or returned to sender.

This policy was last reviewed and updated on 08.12.2025.