Frequently Asked Questions

 

If you're unable to make it to the shop, we're always happy to take phone orders for items and will post to you via courier.
Please note the following:


Sizing & Colour

Steel Horse Performance sources a wide variety of products from authorised wholesalers Australia wide. These products are mostly imported from many different manufacturers worldwide, therefore, there is no standard size, and sizes do vary from manufacturer to manufacturer. Also be aware that different computer screens can display colours slightly differently, so please always read the item description. If you’re unsure, please contact us.

Steel Horse Performance is happy to assist and offer advice on sizing and colour. However, selecting sizes and colours is solely the Customer’s responsibility.

Delivery Details

  • Delivery is by courier to the address specified.
  • Post Office Box's cannot be delivered too.
  • We do not ship overseas.
  • All orders must be signed for on delivery 

Errors and Omissions

At Steel Horse Performance, we work hard to offer you the most competitive pricing and accurate product images and information. Because of the dynamic nature of this industry (i.e. currency exchange rates and other variables beyond our control etc.), prices, promotions and availability of product that has been advertised are subject to change without notice.

Please be assured that Steel Horse Performance makes every effort to ensure accuracy, however, the prices and graphics published may contain technical inaccuracies or typographical errors. If an error has been made or a product is listed at an incorrect price, Steel Horse Performance maintains the right to refuse or cancel any orders placed. If an incorrect order has been confirmed and charged to your credit card, Steel Horse Performance will issue a refund.

Steel Horse Performance reserves the right to refuse to process an order/sale.

Any tinted visors that appear on helmet images on this website are for display purposes only and are not included in helmet purchases, unless noted otherwise. All helmets are supplied with clear visors only, unless noted otherwise.

Stock Availability

The stock quantities displayed on this website are the combined stock of our store and website. 

Online stock quantities are updated throughout the day, however in some situations stock may have sold out in store without removing availability online. We reserve the right to decline an order based on lack of stock availability, but we will always get in contact with you!

If you see an item on our site and would like to come in store and try it on please call first to confirm we have stock in your size. 

Refund/Return Information

Please choose your items carefully as Steel Horse Performance cannot refund or exchange your purchase for:

  • Incorrect choice of size, colour or style
  • Have changed your mind
  • Damage of the product by not following the instructions or misusing the product

If you are not satisfied with the quality of a product you have purchased, we allow 72 hours to notify our returns division of your dissatisfaction and intent to return the item(s). All returns need a RA (Return Authorisation) number before shipping. You then have 5 working days to return the product to us for either a full refund or store credit. Returns outside of this period will not be considered so please choose your items carefully, and more importantly inspect the goods as soon as they arrive.

Items returned must be in original and unused condition, and include the original box and/or packaging with all tags attached.

When returning an Item, please ensure you have packaged the item in its original condition, with sufficient padding and protection so that it returns to us the way it was sent. Any item(s) returned to us damaged will not be refunded.

Used / Damaged Merchandise

1. Any merchandise which has been "taken out for a ride" is considered used and cannot be returned. We encourage you to walk on your carpet in your boots and to try your helmet on indoors before heading out on the bike.

2. Any merchandise or parts which shows signs of use (wear, bugs, dirt, smell, pet hair, scuffing, mounting, etc.) or otherwise, is in a condition other than it was received and cannot be returned.

3. eBay, Gumtree, and online forums are excellent resources if you have a used item you do not want, that can no longer be returned to Steel Horse Performance.

Damaged Goods

1. If you receive a box which appears damaged, please photograph the box prior to opening as evidence of your unfortunate delivery and contact the delivery carrier. Damaged goods claims are handled through the shipping carrier so please keep the shipping carton & all packaging material; otherwise we cannot initiate the claim with the courier company.

2. Further photographs of the damaged goods will be required to substantiate any claims for return. We understand you may be busy with work but if you fail to notify our claims department within 72 hours of receipt of the goods, your claim may be rejected.

Warranty & Turnaround Time

1. Warranty is subjective to the product manufacturers’ guarantee.
Most items come with a 12 month limited warranty on craftsmanship and materials but some higher quality items may carry a 2-5 year warranty.
Manufacturer warranties do not cover defects determined to be caused by normal wear or due to customer negligence.
If you require specific warranty information on an item please contact us.

2. When returning a motorcycle item for a warranty claim, you must first notify our staff detailing the return. We will then require the following: Invoice and date of purchase, a description of the fault and a photograph accompanying the fault. Please do not return your item prior to notifying our staff, as your item may not be processed.
If the above criteria are met and substantiate your claim, the product will be returned to the manufacturer for replacement or repair at their discretion.

Note: You will be required to pay for posting the item back to us; however in the event of a fault we will send the replacement free of charge.

Turnaround time for warranty claims largely depends on the suppliers or the distributors. We will try our best to speed up the process. Please understand the time involved for a warranty claim will include: shipping back to the supplier, supplier's own test and replacement/repair, and the shipping back to us.

We do not provide advance replacement under any circumstances. Please keep this in mind when you place your order. Steel Horse Performance is not responsible for any losses resulting from the time it takes to have the faulty item replaced or repaired.