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 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.

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 official@roadle.in. Within the first 12 hours is ideal. 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 5 calendar days of delivery. This gives you 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.
• 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.

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, 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. 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, they can only come back if genuinely faulty.
• Auxiliary lights and performance parts can be returned only if never installed or test-fitted, with no mounting marks or heat discolouration, and 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, always for a 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;
• Accessories such as auxiliary lights or crash guards that have been mounted or test-fitted;
• Electronics and intercoms once unsealed or paired, returnable only if genuinely faulty;
• Riding apparel with its tags removed or hygiene seals opened;
• Base and hygiene layers such as balaclavas, inner layers, and earplugs once unsealed;
• Consumables and lubricants, including cleaners, chain lubes, sprays, and oils;
• Customized, made-to-order, engraved, or specially procured items;
• Clearance, final-sale, and offer/discounted items, where clearly marked as such;
• Gift cards, which are treated as cash.

1.7 Warranty claims are separate from returns

Roadle is an authorized reseller of the brands we carry — the warranty on each product is provided and honored directly by that product's manufacturer, according to the brand's own terms and stated on its product page. Unless a Roadle warranty is specifically mentioned, Roadle does not provide a separate warranty of its own.

If you find it difficult to register or process a warranty claim, we're glad to coordinate with the brand for you. The final decision and repair rest with the manufacturer.

Manufacturer warranties generally do not cover normal wear and tear, fading or aging, cosmetic marks from use, crash or impact damage, misuse or improper fitting, unauthorized modification or repair, water damage beyond a product's rated protection, or neglect.

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.

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, then start your unboxing video before you open it.

Until your claim is resolved, keep all the packaging, filler, tags, accessories, manuals, and the invoice exactly as they arrived. A return cannot be accepted without them.

2.2 How to raise a request

Email official@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. Please do not ship anything back before we approve the return and confirm the address.

2.3 What happens next

For a damaged, faulty, incomplete, or wrong claim, we check your video against our dispatch records — the packing photo, recorded parcel weight, and serial number. Once it checks out, we arrange and pay for the pickup and give you your choice of remedy: a free replacement, a repair/replacement arranged with the brand, or a full refund including your original shipping.

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

2.4 Who pays for return shipping

• If the return is because of us (wrong item, damaged/faulty product, transit damage), Roadle pays the return shipping. Wherever we can, we arrange a free reverse pickup; where you've already paid a courier because of our mistake, we reimburse that cost up to ₹500 on a valid receipt.
• If the return is a change of mind, the return courier and logistics cost, along with the MDR return charge (Section 3.4), 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 — to pass, it should be unused, unwashed, scratch-free, and complete with original packaging, tags, seals, accessories, and invoice. We check the serial/QR code against the one we shipped.

A return that passes is refunded or exchanged; one that comes back used, damaged after delivery, incomplete, or with a mismatched serial is declined — with photos and an explanation, and an offer to send it back to you at cost.

2.6 Keeping things fair, fraud prevention

We watch for patterns of excessive/abusive returns, false damage claims, tampered or swapped returns, used gear sent back as new, empty-box returns, and bad-faith chargebacks. We verify unboxing videos against packing photos, weight logs, and dispatch records, record serial/QR/IMEI/MAC numbers, and use tamper-evident sealing on high-value items.

Where fraud is reasonably established, Roadle may decline the claim, refuse future returns, hold the refund, cancel pending orders, withdraw cash on delivery, and suspend the account — all within applicable law, and never touching a genuine customer.

2.7 If you are not satisfied with the outcome

Escalate to our Grievance Officer. We acknowledge every complaint within 48 hours and work to resolve it within one month.

You are also always free to approach the National Consumer Helpline (1915) or the appropriate Consumer Disputes Redressal Commission where you live.

3.1 When a refund starts

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

3.2 How you get your money back

Your refund is issued as Roadle store credit by default. Store credit is issued at full value (aside from the MDR return charge, Section 3.4, where it applies), valid for a year across the whole store, and lands instantly — the fastest way to get your refund. This is the standard method for every change-of-mind return, and for all Cash-on-Delivery and partial-payment orders, regardless of the reason for the return.

3.3 Timelines

Once approved, we initiate your refund within 3 to 5 business days. After that, per RBI 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're returning an eligible product simply because you changed your mind, exactly two deductions apply to the store credit we issue, always explained before we make them:

• A flat 5% of the order value — the MDR (Merchant Discount Rate) return charge — to cover 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."

3.5 Partial refunds and failed refunds

Occasionally a refund is only partial — e.g. you keep part of a multi-item order, a bundled item isn't returned, or a partial-refund resolution was agreed. We always explain the exact reason and amount first. If a refund fails due to an incorrect or closed account, we'll reach out for the right details and resend it.

4.1 Size exchanges

If a jacket, pair of gloves or a helmet doesn't fit, ask us for a size exchange within the 5-day window, as long as the item is unused with all tags, seals and packaging intact. Subject to stock, we'll arrange your first exchange free; a second exchange on the same order 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 in stock and your item is eligible, we'll gladly swap it and settle any price difference either way. Colour swaps are not available on opened electronics, installed parts, offer/sale items, or other non-returnable items (Section 1.6).

4.3 Wrong or faulty item, replacement at our cost

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

4.4 If your size or colour is out of stock

Every exchange depends on stock at the time your return passes inspection. If the exact item isn't available, you'll receive full-value store credit, or, where the original claim was for a damaged, defective, incomplete, or wrong item (Section 1.1), you may choose a full cash 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. Unsure about helmet size, jacket fit, or colour? Call or WhatsApp our riding-gear specialists on +91 96990 25969 (Mon–Sat, 10 am – 7 pm IST) or email official@roadle.in before you order — free, and it never affects your return, exchange or refund rights.

5.1 Before your order is dispatched

As long as your order hasn't dispatched, cancel it — prepaid or COD — at no charge, by emailing official@roadle.in with your Order ID. Prepaid orders are refunded in full; we never charge a cancellation fee for a pre-dispatch cancellation. No unboxing video is required here.

5.2 After your order has shipped

Once shipped, an order can't be recalled mid-transit. You can decline delivery, or accept it and use the normal return process. If accepted, the unboxing-video rule applies as usual. If a change-of-mind order has already shipped, the only adjustment we may make from a refund is the genuine shipping cost already spent — never an arbitrary penalty.

5.3 When Roadle cancels an order

We may cancel an order ourselves if an item is unexpectedly out of stock/discontinued, there was a genuine pricing/listing error, the address can't be served, payment didn't go through, or an order doesn't clear our fraud/verification checks. We always tell you first and refund you in full.

5.4 Undeliverable parcels

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

5.5 Delays outside our control

We can't be held responsible for delays genuinely beyond our control — natural events, strikes, courier failures, customs actions. We'll always help you resolve them, and affected orders can be cancelled for a full refund.