Hedon Arvostelua 

Vastaus yritykseltä Hedon

22.7.2026

Dear Andrea,

We are sorry that your overall experience did not meet your expectations, particularly because of the delivery delay and the inconvenience of having to collect the parcel from an access point.

We have carefully reviewed your order and the communication history. The Shipping section on the product page states that taxes and duties are prepaid for European orders except those being delivered to Germany. Our order confirmation also advises that any import duties and taxes are the responsibility of the recipient.

These charges are assessed and collected by the local customs authorities and the courier. They are not charged by, paid to, or controlled by Hedon. For this reason, we are unfortunately unable to reimburse the approximately import charges.

We understand that this was an unwelcome additional expense, and we appreciate your feedback regarding how prominently this information is displayed. We have responded to you directly with a more detailed explanation.

Regards,
Hedon

Vastaus yritykseltä Hedon

22.7.2026

Dear Ross,

My name is Aaron, and I am the Customer Services Supervisor at Hedon. I have personally reviewed your order and the full correspondence with our team.

We sincerely apologise for the experience you had. The helmet you ordered appeared available online, but we were subsequently unable to fulfil the order because the required ECE-certified version was not available. We also acknowledge that the information provided regarding alternative models was inconsistent and did not give you the clear and reliable assistance you should have received.

You should not have needed to contact us repeatedly to establish what was actually available or to follow up regarding your refund. We recognise that this fell below the standard of service expected from Hedon.

Your refund has now been processed to the bank account details you provided, and proof of the refund was sent to you by email. Depending on your bank’s processing time, it may take a few business days for the funds to appear in your account.

We are reviewing both the website stock information and the internal process used by our team when confirming availability. We appreciate your acknowledgement that the product itself is excellent, and we are sorry that the service surrounding your order did not reflect the same standard.

Kind regards,
Aaron
Customer Services Supervisor
Hedon

Vastaus yritykseltä Hedon

22.7.2026

Hi there,

Thank you for taking the time to share such detailed and balanced feedback. We are pleased to hear that you were impressed with the helmet’s overall build quality, fit and finish, and that you consider it good value.

We also appreciate your comments regarding the paint finish and the length of the safety strap. Constructive feedback like this is valuable to us, and your observations will be shared with our product team for consideration as we continue refining our helmets.

As we have not received a separate enquiry from you through our customer service centre, please feel free to contact us at aftersales@hedon.com should you have any concerns or require assistance. Please address your email to Aaron, and I will personally ensure that your query is properly reviewed and followed up.

Thank you again for your feedback and for choosing us.

Kind regards,
Aaron
Customer Services Supervisor

Vastaus yritykseltä Hedon

Päivitetty 22.7.2026

Hi Matt,

Thank you for sharing your feedback. We are genuinely sorry that the pricing information and subsequent lack of follow-up left you feeling disappointed.

We have tried to locate your original enquiry in our customer service system but, based on the information available in this review, we have been unable to identify the correspondence. During our archive sale and the promotional launch of our new Psilo range of adventure helmets, we received an exceptionally high volume of enquiries. Unfortunately, it appears that your message may not have received the timely attention it should have.

We would still appreciate the opportunity to clarify the pricing you encountered and assist you with your purchase. Please email us at aftersales@hedon.com, include any screenshots or details of your previous enquiry, and address your message directly to Aaron. I will personally ensure that your concerns are properly reviewed and that you receive a clear and helpful response.

Kind regards,
Aaron
Customer Services Supervisor

Vastaus yritykseltä Hedon

22.7.2026

Hi Joe,

Thank you for your feedback, and please accept our sincere apologies for the lengthy delay and the poor communication you experienced while awaiting the replacement gloves.

We completely understand your frustration. After the detached popper was reported, the issue was escalated for review and was subsequently identified as something that needed to be corrected at our manufacturing facility before further units were produced. Unfortunately, completing this correction and replenishing the affected stock took considerably longer than anticipated, resulting in a delay of approximately two months.

While the manufacturing issue contributed to the delay, we recognise that our communication throughout the process should have been clearer, more consistent and better informed by the previous correspondence. We are especially sorry that some of the replies you received did not properly reflect the context of your case.

We understand that the replacement has now been completed, and we hope the new gloves meet your expectations. Should you require any further assistance, please email aftersales@hedon.com and address your message directly to Aaron. I will personally review your enquiry and ensure it receives the appropriate attention.

Thank you for your patience and for supporting Hedon since 2016.

Kind regards,
Aaron
Customer Services Supervisor