LinkedSafe

1) How do I request an exchange?

If you need to exchange a smart cycling helmet you have purchased, please follow the rules and procedures below to ensure the exchange process is completed efficiently.

I. Exchange Eligibility #

1. Exchange period
   Exchange requests must be submitted within 30 days of receiving the product.
   Customers in the European Union may request an exchange for size or specification reasons without providing a reason within the 14-day cooling-off period. Requests submitted after these time limits will not be accepted.
2. Eligible purchase channels
   Exchanges are only accepted for products purchased through official channels (our official website or authorized distributors, excluding the Apple Store).
   Products purchased through unauthorized channels (such as third-party platforms like eBay) are not eligible for official exchange services.
3. Product requirements for exchange
   • Quality-related exchanges (e.g. manufacturing defects or functional failures): clear photos or videos of the issue must be provided.
   • Size / specification exchanges: the product must be brand new and unused, with all accessories, original packaging, and tags intact, and must be in resalable condition.
4. Non-eligible items
   Used helmets, or helmets damaged due to improper use or inadequate shipping packaging, are not eligible for exchange.

II. Exchange Process #

Depending on the reason for exchange, the process is handled in two ways:

(A) Exchange Due to Our Responsibility (Wrong Item Shipped / Quality Issues) #

1. Submit an exchange request
   Email our official after-sales support at support@linked-safe.com with the subject line:
   “Exchange Request + Order Number”.
   Please include the following information in the email: order details, reason for exchange, photo/video evidence of the defect or incorrect item, the helmet serial number, your contact information, and shipping address.
2. Review & confirmation
   Our after-sales team will review your request within 1–3 business days. Once approved, we will email you detailed exchange instructions.
   No additional order is required, and all return and exchange shipping costs will be covered by us.
3. Return the original item
   Please send the original product, along with all accessories and original packaging, to the designated address following our instructions. Clearly mark the order number on the package for warehouse verification.
4. Replacement shipment
   After our warehouse confirms that the returned item meets the exchange requirements, we will prioritize shipping the correct or brand-new replacement of the same model within 3–5 business days, along with updated tracking information.

(B) Exchange Due to Personal Reasons (Incorrect Size / Specification) #

1. Submit an exchange request
   Submit an exchange request via email as described above, and note “Size / Specification Exchange” in your message.
   After approval, we will provide return instructions. Return shipping costs are the customer’s responsibility, while we will cover the shipping cost for the replacement item.
2. Return the original item
   Ensure the product remains new and unused, with all accessories, packaging, and tags intact. Ship it to the designated address as instructed and mark the order number on the package.
3. Replacement shipment
   Once the warehouse inspection is completed and approved, we will promptly ship the replacement item in the requested size or specification and provide tracking details.

III. Special Notes #

1. Exchanges are limited to the same product model in a different size or specification. Exchanges across different models or product lines are not supported at this time.
2. For international exchanges, customers are responsible for the international return shipping costs and any applicable customs duties for the original item. We will cover the international shipping cost for the replacement item.
3. If the returned product is damaged due to improper packaging during return shipping, it will be deemed ineligible for exchange. We reserve the right to refuse the exchange and return the item to you in its current condition, with all related shipping costs borne by the customer.
4. For exchanged products, the warranty period continues based on the original purchase date and does not reset after the exchange.