Hello how may I help you? Hi, I just recieved a bike helmet. Okay, how can I help you with it? There was a little problem with my order. What kind of problem? I think the helmet is broken. I'm sorry about that. Unfortunately, we have a strict no return/refund policy. But the strap won't stay on and it falls off my head? That is unfortunate. I guess I will oreder another one from you. Sounds like the reasonable thing to do.