UNIT 1Reviews of unit1gear.com

The devices are of good quality. The aura helmet is certified for high speed e-bike. I had some problem to App which was not compatible with my phone running Android 12. However Laura from the Unit support was very helpful to find a solution. I have now access to all the features. I would have prefered a rotating visor than the magnetic fixation for the helmet and a stronger fixation for the remote device (it moves slightly when I press it).

A great overall set with so many functions. Me and my partner both got 1, a small and medium. It fits her head really well, as for me can be more painful for long rides as my skull comes out a lot at the back of my head, so I feel more pressure. This is only because of my head shape, not the helmet itself. The chromatic visor is great, functions really well when sun is out. The indicating function is great. I had a few moments when only the front light of the bike would indicate and not the back, or the helmet would but not the bike lights. However by switching everything off and on it usually resolved itself. The brake light is a great feature too. I still have moments when I brake and light won't come on but will have to do more testing with it. When it all works, it's very smooth, I feel seen, other road users know what I'm doing on the road which is great. Battery is also decent, and lights are bright. I recommend the set with helmet, bike lights, indicator, and adaptive visor. Cheers guys, well worth the time you put into it. Elie

I had some difficulties with charging the Aura helmet, the USB C port could not connect with the charging cable. After sending a mail to UNIT1 they reacted quickly. They asked me to send the broken helmet to there office in Madrid, because they never experienced this issue before I would get a new one. After a couple of days I received the new helmet. Laura of UNIT1 helped with great kindness and gave a super service

— I’ve added an update at the bottom — After carefully researching helmets and understanding their shipping and returns policies, I was very excited to buy this helmet. It felt like a low-risk purchase and returns seemed easy and with no fuss. When I needed to return it because of size issues, I assumed it would be a straightforward process like most returns are these days, i.e., I initiate a return and send it back to the Netherlands and order a different size one online. Instead, it’s a messy, time-sucking process with no resolution after trying since 29 March. Here’s what has happened: 1. I tried to return it online, but there was an issue where it wasn’t acknowledged as being delivered. No way to proceed with the return initially. 2. I contacted customer support and Diego fixed this relatively quickly and told me to try again, which I did. 3. I was able to initiate the return, but there was mention of $19.90 ‘handling fee’, which is not stated anywhere on their site in connection with returns or anywhere that I have seen. I wrote back to Diego to ask about this fee. 4. The response I got from him did not answer the question and instead told me that I needed to pay for return shipping. No comment on my questions about the handling fee. 5. I went ahead with the return process anyway and, again, the handling came up, as well as as a notice that I should ship back on my own AND that I should contact support for a label. I began to wonder again whether the handling fee was actually the shipping fee, just sloppily worded. Confusing, unclear and contradictory messages. 6. I wrote again on the 5th of April asking about the handling and the label. No reply. 7. I wrote on the 9th asking for a reply to my previous email. No reply. 8. I received a Fedex bill for £57.84 in VAT and fees, despite Unit1’s site saying there would be none. I would never have bought this from them if they hadn’t advertised 0% tax for the UK. Shameful misleading of customers. 9. I wrote on the 11th asking for a reply, telling them about the tax charge. No reply yet and I don’t expect one. They have squandered any goodwill I had to begin with. Unless I hear from them by Monday, I will pursue a chargeback with my credit card company. I am also sharing this experience online so that other potential UK customers can be warned not to buy from them. The buying process itself is easy, but if there’s a problem there is no support whatsoever. And since they lie about taxes, the helmet will end up costing you at least another £60. Save yourself the headache and buy a different helmet. Their warranty will also mean nothing if this is what their customer service is like. It doesn’t matter if their product is good if they don’t care about their customers. UPDATE. After another letter to the company, I received a response. They were very apologetic, assured me that they would arrange the return, pay the VAT bill and either refund or send out a replacement. I went with the replacemenr. They also arranged a video call to apologise and see if anything can be learned from my experience that would help them improve their service. Most importantly for UK buyers, they are planning to have a UK warehouse so that there won’t be a customs issue, and returns/exchanges will be straightforward. They’re a small company and I think still finding their way in a complex system after Brexit. It doesn’t excuse the lack of response, but helps me feel more forgiving. They have made a real effort to make this right and I have added two stars for now and will update again once everything is resolved, which I now feel confident it will be. Update 18 December 2024: all was resolved to my satisfaction back in July. Added another star.