We cannot change the items in an order after it has been placed. Available now orders move to shipment immediately, while some pre-orders may still be cancelled or have the address updated before dispatch.

Once an order has been placed, we cannot&#xA0;anything&#xA0;within the order.What cannot be changed - We cannot change the item, style, size or colour in an order. - We cannot add items to an order. - We cannot remove items from an order once it has been placed.Available now orders Available now orders are sent for shipment immediately through one of our warehouses. Because of this, they cannot usually be cancelled or amended after you place them.Pre-order items If your order contains a pre-order item, we may be able to help before it has been sent for shipment. - Cancellation may be possible before dispatch. - Delivery address updates may be possible before dispatch. - Item changes are not possible under any circumstances.Important Any cancellation or address update request for a pre-order is not guaranteed. If stock arrives earlier than expected, pre-orders may move to shipment before the original advertised date.If your order has already been dispatched Once your order has been dispatched, it cannot be cancelled. If you no longer want it, you will need to follow our returns process after delivery.What we need from you If you are contacting us about a pre-order, please include your order number, full name, email address used on the order and the change you are requesting.Still need help? Contact our Customer Experience team <a href="https://support.ruroc.com/en-US/contact">here</a>.

Order Changes / Amendments

Sorry to hear your looking to cancel your order with us, prior to doing so us being able to cancel your order, you would need to ensure that the order has not been dispatched. To cancel your order you will need to reach out to our Customer Experience

<p style="line-height: 1; font-size: 14px; font-family: Aptos, sans-serif; margin: 0cm 0cm 6pt; color: rgb(0, 0, 0); font-style: normal; font-weight: 400; text-align: start; text-indent: 0px;" id="isPasted">Cancellation is only possible for pre-orders that have not yet been sent for shipment.Available now orders are sent for shipment immediately from one of our warehouses and cannot be cancelled once placed.<h2 style="line-height: 1; font-size: 16px; font-family: Calibri, sans-serif; color: rgb(79, 129, 189); margin: 10pt 0cm 0cm; font-style: normal; text-align: start; text-indent: 0px;" id="can-i-change-anything-instead">Can I change anything instead?</h2>For pre-orders that have not yet been sent for shipment, we may also be able to update the delivery address.Items cannot be changed under any circumstances once the order has been placed.<h2 style="line-height: 1; font-size: 16px; font-family: Calibri, sans-serif; color: rgb(79, 129, 189); margin: 10pt 0cm 0cm; font-style: normal; text-align: start; text-indent: 0px;" id="important-to-know">Important to know</h2><ul style="list-style-type: disc;margin-left: 8px;"><li style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px; color: rgb(0, 0, 0); line-height: 1;">Available now orders cannot be cancelled.</li><li style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px; color: rgb(0, 0, 0); line-height: 1;">Pre-orders can only be cancelled if they have not yet been sent for shipment.</li><li style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px; color: rgb(0, 0, 0); line-height: 1;">Once pre-order stock arrives, shipment can begin earlier than the estimated pre-order date shown at the time of purchase.</li><li style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px; color: rgb(0, 0, 0); line-height: 1;">Address changes are only possible on eligible pre-orders before shipment.</li><li style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px; color: rgb(0, 0, 0); line-height: 1;">Item changes are not possible.</li></ul><h2 style="line-height: 1; font-size: 16px; font-family: Calibri, sans-serif; color: rgb(79, 129, 189); margin: 10pt 0cm 0cm; font-style: normal; text-align: start; text-indent: 0px;" id="how-to-request-a-cancellation">How to request a cancellation</h2>Please contact our support team and include:<ul style="list-style-type: disc;margin-left: 8px;"><li style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px; color: rgb(0, 0, 0); line-height: 1;">your order number</li><li style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px; color: rgb(0, 0, 0); line-height: 1;">the email address used on the order</li><li style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px; color: rgb(0, 0, 0); line-height: 1;">your full name</li><li style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px; color: rgb(0, 0, 0); line-height: 1;">confirmation that you want to cancel the order</li></ul>If your order is eligible, our team will review the request and confirm the next steps.<h2 style="line-height: 1; font-size: 16px; font-family: Calibri, sans-serif; color: rgb(79, 129, 189); margin: 10pt 0cm 0cm; font-style: normal; text-align: start; text-indent: 0px;" id="ordered-by-mistake">Ordered by mistake?</h2>Please get in touch as quickly as possible. While we will always review eligible pre-order requests, cancellation is not guaranteed once an order has moved into shipment processing. Still need help? Contact our Customer Experience team&#xA0;<a href="https://support.ruroc.com/en-US/contact">here</a>.<div>&#xA0;</div>

Order Cancelations

If your item arrived damaged or faulty, stop using it and contact us as soon as possible with your order number and clear photos of the issue where possible.

If your item arrived damaged or faulty, please stop using it and contact us as soon as possible.What to do first - Do not continue to use the item. - Keep the original packaging where possible. - Gather clear photos showing the issue from multiple angles.What we need from you Please include: - Your order number - A short description of the issue - Clear photos of the damage or fault - Clear photos of the outer packaging and shipping label where relevantHow we handle it Our team will review the issue and confirm the next step. In some regions, self-service return options may be available for damaged or defective items. If not, or if you are outside the return window, we will guide you through the next step directly.If the issue develops after delivery If the issue did not happen on arrival and you believe it may be covered by warranty, please see our warranty article below.Still need help? Contact our Customer Experience team <a href="https://support.ruroc.com/en-US/contact">here</a>. &#xA0;

Damaged or Faulty Item Received

If you have received the wrong item, please contact us as soon as possible with your order number and clear photos of what you received, the packaging and the shipping label. 

Order reference. 
The item you should have received. 
Photographic

If you have received the wrong item, please contact us as soon as possible so we can review it and put it right.Before you contact us, please do not use the item.What we need from you Please include: - Your order number - The item you expected to receive - The item you actually received - Clear photos of the item received - Clear photos of the outer packaging - A clear photo of the shipping labelWhat happens next Our team will review the information and confirm the next steps. Where the issue is confirmed, we will arrange the appropriate resolution, which may include a replacement after review.Still need help? Contact our Customer Experience team <a href="https://support.ruroc.com/en-US/contact">here</a>.

Wrong Item Received

If something is missing from your order, please contact us as soon as possible with your order number and details of the missing item. Photos of the packaging and contents can help us investigate fa
 

Order reference number. 
Items missing from your

If something is missing from your order, please contact us as soon as possible so we can investigate.Before you contact us - Check your order confirmation and dispatch emails first to make sure the item was not sent separately. - Check all packaging carefully, including any internal packing materials.What we need from you Please include: - Your order number - The item or items you believe are missing - Clear photos of the outer packaging - Clear photos of the shipping label - A photo of everything that was included in the parcel, where possibleWhat happens next Our team will review the information and investigate with the warehouse or carrier where needed. If the missing item is confirmed, the next step may include a replacement once the investigation has been completed.Still need help? Contact our Customer Experience team <a href="https://support.ruroc.com/en-US/contact">here</a>.&#xA0;

Missing Item from Your Order

Ruroc products are covered by warranty against defects in materials or workmanship for the relevant warranty period. The warranty applies to the original purchaser only and does not cover wear and tear, accidents or misuse.

Ruroc products are covered by warranty against defects in materials or workmanship for the applicable warranty period, provided the product has been used normally and cared for correctly.Warranty periods - Moto helmets: 3 years from date of purchase - Snow helmets and goggles: 2 years from date of purchase - Accessories: 1 year from date of purchaseWho is covered The warranty applies to the original purchaser only and is not transferable.What is covered If a product fails because of a defect in materials or workmanship during the applicable warranty period, we will review the issue and may repair or replace the product.What is not covered The warranty does not cover normal wear and tear, accidental damage, crash or impact damage, misuse, poor maintenance, unauthorised modifications, damage caused by harmful chemicals or damage caused by incompatible third-party accessories. Cosmetic ageing, marks, scratches and environmental fading are also not covered.How to make a warranty claim - Stop using the product immediately if you believe there is a defect. - Contact us with your order number or proof of purchase. - Include a clear description of the issue and photos showing the problem.What happens next We will review the claim and confirm the next step. Where appropriate, we may repair the product or offer a replacement. If an exact replacement is unavailable, we may offer the closest available alternative.Still need help? Contact our Customer Experience team <a href="https://support.ruroc.com/en-US/contact">here</a>.

Warranty Cover and Claims

Email Us 

Monday - Friday 08:00 AM - 10:00 PM
Saturday - Sunday 09:00 AM - 05:00 AM