Roadle: Premium Motorcycle Helmets, Riding Gear, Intercoms, Luggage & Performance Accessories

Applies to all orders placed on www.roadle.in | Effective date: [1 Aug 2026] | Last updated: [8 Aug 2026]

1. Eligibility for Return

The ground rule: no unboxing video, no return or exchange.

A return or an exchange is confirmed only where the customer has shot a continuous video before unboxing the product. Filming must begin while the parcel is still sealed and run, unbroken and unedited, until the fault is clearly shown.

A video that starts after the box is already open cannot show us the condition the parcel arrived in and cannot be accepted.

A video taken as you open the sealed parcel shows the true condition of everything at that exact moment. For you, it turns any real problem, damage, missing part, or wrong item into something we can see and approve immediately, with no back-and-forth. For every honest rider, it shuts the door on false claims, "empty box" tricks, and swap fraud, which is what keeps our prices fair and our service fast.

1.1 When a valid unboxing video is required

• A product that arrived damaged or broken in transit;
• A missing, short-supplied, or broken item in the parcel;
• A manufacturing defect noticed on opening;
• A wrong product, wrong size, wrong color, or wrong variant delivered.
• Without a valid video we are unable to process these particular claims.

1.2 What the video must show

• The sealed parcel, before it is opened, is filmed from the beginning;
• All the shipping labels, including the AWB or tracking number;
• The parcel is from every side, so any outer damage or tampering is visible;
• The seal or tamper tape being cut and the box being opened;
• The product being lifted out, together with all accessories, manuals, tags, and the invoice;
• The actual damage, fault, shortage, or wrong item, shown clearly and close up;
• The serial number or QR code where the product has one, especially for helmets, electronics, and high-value parts.
• It must be a single continuous take, with no cuts, pauses, edits, trimming or screen recordings, and should be shot in good light so the details are readable.

The one exception: your legal rights are never affected.

A genuine hidden defect that could not possibly have been seen at delivery is still covered under the manufacturer's warranty and under Indian consumer law, whenever it appears, even without a video. Nothing in this policy limits any right you have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or the Indian Contract Act, 1872. Wherever a term here might seem to conflict with those rights, your rights prevail. We will never refuse to take back goods or refuse a refund where a product is defective, deficient, spurious, or not as described.

1.3 How long you have, the return window

• Damaged, faulty, incomplete, or wrong on arrival: report within 12 to 48 hours of delivery, with your unboxing video and clear photos, at support@roadle.in. Within the first 12 hours is ideal, especially for a parcel that looks damaged or tampered with. Reports after 48 hours are hard for us to verify against the delivery, so they may not be accepted.
• Change of mind: raise your request within 7 calendar days of delivery. This gives you real time to try the fit at home and decide, while still letting us keep our stock fresh.
• After approval: post the item back to us within 5 to 8 calendar days. If it comes back much later, we may not be able to accept it, because by then it may no longer be in a resaleable condition.
• Hidden defects: handled under the manufacturer's warranty (Section 1.7) and your legal rights, whenever they appear.

Whenever you write to us, you can expect an acknowledgement within 48 working hours.

1.4 The condition the product must come back in

Almost everything we sell can be returned, provided it comes back to us in a condition we can honestly offer to the next rider. Because this is safety equipment, "as-new" genuinely matters. Nobody wants to receive a helmet or jacket that has already been worn by someone else.

For a change-of-mind return or exchange to be accepted, the product should reach us unused, unworn, unwashed, and uninstalled, with every original tag, label, protective film, sticker, and manufacturer seal still in place. It should include everything it came with, including the brand box, inner packaging, accessories, spare parts, manuals, warranty card, and the tax invoice. The brand box itself should be undamaged, not used as the outer courier box, and not covered in tape or writing.

1.5 Category conditions

• Helmets can be returned for a change of mind only if completely unused, with the visor film, chin-strap tags, hygiene liner, and seals all intact, and never worn outdoors. For your own safety, a helmet that has taken any knock or impact must never be worn again and cannot be resold.
• Jackets, pants, gloves, and boots can be returned if unused with all tags attached, armor and liners in place, and free of any smell or wear.
• Intercoms and other electronics can be returned for a change of mind only while still factory-sealed and unopened. Once opened or paired to a device, they can only come back if genuinely faulty, because an opened, used electronic cannot be sold again as new.
• Auxiliary lights and performance parts can be returned only if never installed or test-fitted, with no mounting marks or heat discolouration, and with all hardware present.
• Luggage, crash guards, and bike-protection items can be returned if unused and uninstalled, with all mounting hardware and packaging complete.

1.6 Items that cannot be returned for a change of mind

A small number of items cannot be returned simply because you have changed your mind. This is always for a genuine reason related to safety, hygiene, legal shipping rules, or product integrity:

• Products that have been used, worn outdoors, washed, installed, or otherwise show signs of use;
• Helmet visors or any product whose protective film or seal has been removed, since that film is single-use and cannot be certified as unused again;
• accessories such as auxiliary lights or crash guards that have been mounted or test-fitted, because fitting leaves marks that make them unsaleable;
• Electronics and intercoms once unsealed or paired, which are returnable only if genuinely faulty, not for preference;
• Riding apparel with its tags removed or hygiene seals opened;
• Base and hygiene layers such as balaclavas, inner layers, and earplugs once unsealed, on simple health grounds;
• Consumables and lubricants, including cleaners, chain lubes, sprays, and oils, which are single-use and restricted by couriers as hazardous goods;
• Customized, made-to-order, engraved, or specially procured items made or sourced just for you;
• Clearance and final-sale items, where they are clearly marked as such;
• Gift cards, which are treated as cash.

The exception that always holds.

Even for the items on this list, if the product is faulty, damaged in transit, or the wrong item, you are fully covered. "Non-returnable" only removes the change-of-mind option. It never removes your protection against a genuine fault. The condition restrictions in 1.4 and 1.5 likewise apply only to change-of-mind returns.

1.7 Warranty claims are separate from returns

Roadle is an authorized reseller of the brands we carry, which means the warranty on each product is provided and honored directly by that product's manufacturer, according to the brand's own terms. Warranty length and coverage vary from brand to brand and product to product, and the exact warranty for any product is stated on its own product page. Unless a Roadle warranty is specifically mentioned on the product page, Roadle does not provide a separate warranty of its own.

If you ever find it difficult to register or process a warranty claim with a manufacturer, we are glad to step in and coordinate with the brand for you, including helping with the paperwork, the right contacts, and the follow-ups. The final decision and repair rest with the manufacturer.

As a general guide, manufacturer warranties cover genuine defects in materials and workmanship and generally do not cover normal wear and tear, fading or aging, cosmetic marks from use, crash or impact damage (including any helmet that has taken a hit), misuse or improper fitting, unauthorized modification or repair, water damage beyond a product's rated protection, or neglect.

2. Return Process

2.1 Before you open the parcel

Start your unboxing video before you break the seal. This single habit is what confirms a return or exchange, so please make it a routine for every Roadle delivery.

If a package arrives open, resealed, wet, badly crushed, or with a broken seal, either decline it at the door or accept it only after asking the delivery agent to note that it arrived damaged and then start your unboxing video before you open it. That makes your claim effortless to approve.

Until your claim is resolved, keep all the packaging, filler, tags, accessories, manuals, and the invoice exactly as they arrived. We may need them for the courier claim, and a return cannot be accepted without them.

2.2 How to raise a request

Email support@roadle.in from the email address on your order and tell us three things:

• Your Order ID;
• What the problem is;
• For any damage, missing-item, or wrong-product claim, your continuous unboxing video, plus clear photos of the product, the fault or damage, the shipping label, and the packaging.

We reply within 48 working hours with your next steps and a ticket number so you can follow the progress of your request. Please do not ship anything back before we approve the return and confirm the address.

2.3 What happens next

For a claim where something arrived damaged, faulty, incomplete, or wrong, it is over to us. We check your video against our own dispatch records, including the photograph we took while packing, the recorded parcel weight, and the serial number of the item. Once it checks out, we arrange and pay for the pickup and give you your choice of remedy: a free replacement, a repair or replacement arranged with the brand, or a full refund including your original shipping. If it was the wrong item, the correct one goes out to you at no extra cost. The claim with the courier is ours to chase, never yours.

For a change-of-mind return, we confirm eligibility, share the return address and the packing instructions, and you post the item back within 5 to 8 calendar days of approval. Please pack the product inside an outer box. The brand box must not be used as the shipping carton, taped or written on.

2.4 Who pays for return shipping

• If the return is because of us, such as the wrong item, a damaged or faulty product, or transit damage, Roadle pays the return shipping. Wherever we can, we arrange a free reverse pickup so you do not pay anything up front, and where you have already paid a courier because of our mistake, we reimburse that cost up to ₹500 on seeing a valid courier receipt, subject to verification and the unboxing video that supports the claim.
• If the return is a change of mind, such as the wrong size ordered, a different preference, or an item no longer needed, the return courier and logistics cost is borne by you.

2.5 How we inspect returns

Every returned product is checked at our facility before a refund or exchange is approved. This is about making sure the next rider never receives a used item sold as new and that every honest return is treated fairly.

To pass inspection, a product should reach us unused and never worn outdoors, unwashed and free of any odor, scratch-free and without any sign of use, installation or damage, and complete, with the original packaging and brand box, all tags, labels, protective films and seals attached, and every accessory, spare part, manual, and the original invoice included. When your return arrives, our team records its condition (with a short receiving video for high-value items) and checks the serial number or QR code against the one we shipped to confirm it is the very same unit.

Based on that, a return that passes and is refunded or exchanged is confirmed as genuinely faulty and resolved in your favor, or, if it comes back used, damaged after delivery, incomplete, or with a mismatched serial, it is declined. If a return cannot be accepted, we will always show you photographs and explain exactly why, and we will offer to send the item back to you at cost. We use this right sparingly and reasonably, and never to avoid a genuine defect or wrong-product claim.

2.6 Keeping things fair, fraud prevention

High-value gear attracts a small number of dishonest claims, and unchecked, they would push up prices for everyone. To protect the vast majority of genuine riders, we keep a few sensible safeguards in place. These are applied reasonably, consistently, and always within the law and your rights.

The behavior we watch for is the obvious kind: a pattern of excessive or abusive returns; claims of damage that did not happen or happened after delivery; products returned tampered with, swapped, or with altered seals or serials; used gear sent back as new; false claims of missing items or empty-box returns; repeated demands for free replacements without cause; and bad-faith payment chargebacks raised while keeping the goods. To guard against these, we verify unboxing videos against our packing photos, weight logs, and dispatch records; we record serial, QR, IMEI, or MAC numbers at dispatch and match them on return; we use tamper-evident sealing on high-value items; and for unusually large or suspicious orders, we may ask for identity or address verification or offer OTP-confirmed or open-box delivery.

Where, after a fair review, fraud is reasonably established, Roadle may decline the claim, refuse future returns, hold the refund on that order, cancel pending orders, withdraw cash on delivery, and suspend the account involved, all within applicable law. None of this ever touches a genuine customer. Any information we collect to check a claim is used only for that purpose, kept secure in line with our Privacy Policy and data-protection law, and retained no longer than necessary.

2.7 If you are not satisfied with the outcome

If you are not satisfied with how a request has been handled, you can escalate it to our Grievance Officer. We acknowledge every complaint within 48 hours and work to resolve it within one month, giving you a ticket reference to track it, exactly as the E-Commerce Rules require.

• Grievance Officer: Tushar Jitendra Soni 
• Email: support@roadle.in
• Phone: +91 9270130267 
• Address: Shop no. Q2, Phase-2, Pristine Prolife-3, beside VM Automobiles, Shankar Kalat, Nagar, Wakad, Pune - 411057

You are also always free to approach the National Consumer Helpline (1915) or the appropriate Consumer Disputes Redressal Commission, including the one where you live, as the law allows.

3. Refunds

3.1 When a refund starts

A refund begins once your returned item has reached us and passed our quality inspection (Section 2.5), or, when the fault was ours, as soon as we have verified your claim and unboxing video. For an order you cancel before it ships, there is no inspection at all; we simply refund you.

3.2 How you get your money back

We return your money the way you paid. Prepaid orders are refunded to the original card, UPI, net-banking or wallet you used. For Cash-on-Delivery orders, since there is no card to reverse, we refund to a bank account you verify for us (name, account number and IFSC), or to Roadle store credit if you prefer. Store credit is the fastest option. We issue it at full value with nothing deducted, valid for a year across the whole store.

3.3 Timelines

Once approved, we initiate your refund within 3 to 5 business days. After that, how quickly it appears depends on your bank, in line with Reserve Bank of India timelines:

• UPI and wallets, usually 1 to 3 days;
• Cards, usually about 5 to 7 days;
• Store credit, instant.

3.4  Deductions, the only two, and only on change-of-mind refunds

If you are returning an eligible product simply because you changed your mind and you want the money back, exactly two deductions apply, and we always explain them before we make them:

• A flat 5% of the order value, to cover the payment-gateway, transaction and processing costs we cannot recover; and
• The actual return-shipping charge if we arranged the pickup for you.

That is all. There is no separate "restocking fee." Prefer no deduction at all? Choose store credit and you get the full value back.

When the fault is ours, nothing is deducted.

If your return is because something arrived damaged, defective, incomplete or wrong, as confirmed by your unboxing video, you receive a full refund, including the original shipping you paid, with no processing fee, no logistics charge and no deduction of any kind.

3.5 Partial refunds and failed refunds

Occasionally a refund is only partial, for example, when you keep part of a multi-item order, when a free gift or bundled item is not sent back with the main product, or when you have agreed with us on a partial-refund resolution. Whenever that happens, we explain the exact reason and amount before we process it. If a refund ever fails because of an incorrect or closed account, we will reach out for the right details and send it again, so please do double-check the details you give us.

4. Exchange

With riding gear, fit is everything, so we have made exchanges as painless as we can. The same ground rule applies: an exchange is confirmed only against a continuous unboxing video shot before the product was opened, wherever the claim is damage, a defect, a shortage or a wrong item.

4.1 Size exchanges

If a jacket, pair of gloves or a helmet does not fit, ask us for a size exchange within the 7-day window, as long as the item is unused with all its tags, seals and packaging intact. Subject to the size being in stock, we will arrange your first exchange on an order: you send the item back to us, and we ship the new size out to you. If you need a second exchange on the same order, that one is arranged with shipping borne by you both ways.

4.2 Colour and variant swaps

Prefer a different colour or variant? We treat that as a fresh choice. If the colour you want is in stock and your item is eligible, we will gladly swap it and settle any price difference either way. Colour swaps are not available on opened electronics, installed parts or other non-returnable items, for the reasons explained in Section 1.6.

4.3 Wrong or faulty item, replacement at our cost

If you received the wrong product, or an item that is faulty on arrival, that is our responsibility, not a change of mind. We arrange a free pickup, send the correct or replacement item at no cost to you, and cover all the shipping. Your unboxing video is all we need to confirm it.

4.4 If your size or colour is out of stock

Every exchange depends on the size, colour or variant being in stock when your return reaches us and passes inspection. If the exact item you want is no longer available, we will not leave you without an option. You can choose a full-value store credit or a refund instead. The choice is always yours.

4.5 Get the size right the first time

The best return is the one that never needs to happen. If you are unsure about helmet size, jacket fit, or which colour or variant to choose, call or WhatsApp our riding-gear specialists on +91 96990 25969 (Mon–Sat, 10 am – 7 pm IST) or email support@roadle.in before you order. It is free, and it never affects or limits your return, exchange or refund rights.

5. Order Cancellations

5.1 Before your order is dispatched

As long as your order has not yet been dispatched, you can cancel it, whether prepaid or Cash-on-Delivery, at no charge at all, just by emailing support@roadle.in with your Order ID. Prepaid orders are refunded in full and, in keeping with the E-Commerce Rules, we never charge a cancellation fee for a pre-dispatch cancellation. No unboxing video is required here, since the parcel never reached you.

5.2 After your order has shipped

Once an order is on its way, it cannot be recalled mid-transit. You are welcome to decline the delivery, or to accept it and then use the normal return process for any eligible item. Remember that if you accept it, the unboxing-video rule in Section 1 applies as usual. If a change-of-mind order has already shipped, the only thing we may adjust from a refund is the genuine shipping cost already spent, never an arbitrary penalty.

5.3 When Roadle cancels an order

Sometimes we may need to cancel an order ourselves, if an item is unexpectedly out of stock or discontinued, if there was a genuine pricing or listing error, if the address cannot be served, if payment did not go through, or if an order does not clear our fraud and verification checks. In every such case we tell you first and refund you in full.

5.4 Undeliverable parcels

Where a parcel comes back to us as undeliverable, such as a wrong address, repeated unavailability, or a refused delivery without reason, we will get in touch to re-send it (a re-shipping charge may apply) or to refund a prepaid order after accounting for the actual to-and-fro shipping.

5.5 Delays outside our control

We cannot be held responsible for delays or disruptions genuinely beyond our control, such as natural events, strikes, courier failures or customs actions. We will always help you resolve them, and affected orders can be cancelled for a full refund.

This Returns & Exchanges policy is an original document prepared for Roadle and forms part of Roadle's Terms & Conditions. It complies with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Indian Contract Act, 1872. Roadle may update this policy from time to time; the version in force when you place your order applies to that order. © [Year] Roadle. All rights reserved