UNIT 1At UNIT 1, we're on a mission to become the world's leading smart helmet and urban mobility accessories company, designing beautiful, tech-enabled products that will save lives, and that people will love to wear. Join us in our quest to bring design, safety, and innovation to every rider in the world.
UNIT 1 (unit1gear.com) has 282 customer reviews on Five Star Index, with an average rating of 4.7 out of 5.
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Stephen L.
I scheduled a customer service video call with Unit 1 for September 8 at 7:30 am PDT. Ana Rumbos from Unit 1 sent me an email to confirm the date and time. I was on the call seven minutes early and waited 25 minutes into the call time (7:55 am). No one from Unit 1 showed up for my customer service call!!! However, I did receive a full refund for the products I returned.
customer
Unfortunately it's not comfortable for my round head - presses on the sides even with the thinner pads. A shame because I like the safety rating, sun visor, eye visor and lights. Returned for refund.
Response from UNIT 1Jul 24, 2025
Hello! Thank you for sharing your feedback. We're very sorry to hear that the fit wasn’t comfortable for you! You feeling comfortable in the gear is super important. We also truly appreciate your kind words about the safety rating, visors, and lights. We're glad those features stood out to you. If you ever decide to give it another try, our customer support team would be happy to help. We can recommend different sizes based on head shape to help you find the best possible fit. Don't hesitate to contact us! Your input helps us keep improving, thank you again! Best regards, The UNIT 1 Team
Ricky
The helmet itself is great but had a lot of problems with advice given by Unit 1 on ordering. I contacted Unit 1 before ordering to enquire about import taxes. They assured me that there would be none on the Aura helmet. After the item arrived, FedEx sent me a bill for £46.89. I contacted Unit 1 who stated this was wrong as it was safety equipment. I contacted Fedex again who state that this only applies if the helmet is manufactured in the EU which this helmet isn’t. I contacted Unit 1 to point this out and after some delay (and leaving of bad reviews) they have now refunded an amount equivalent to the duties. Make of that what you will but my advice would be not to rely on their (lack of) knowledge on import charges. They say they are now shipping from the UK but I would also check that before ordering
Response from UNIT 1Dec 17, 2024
Hi Ricky, Thank you for sharing your experience, and we’re glad to hear you’re happy with the helmet itself. We’re truly sorry for the issues you faced with import taxes and for the confusion caused. We’ve listened to feedback like yours and are happy to share that we now ship directly from a UK warehouse, which means UK customers no longer have to worry about unexpected import duties or VAT. This ensures a smoother and hassle-free experience going forward. We appreciate your patience throughout this process and your valuable feedback as it helps us improve. If you have any other questions or concerns, please don’t hesitate to reach out – we’re always here to help.
Thomas
I have a problem right from the start With the associated Smart Light. I am unable to connect or switch on the light. The service from unit 1 is miserable and does not help. The first reply came reasonably quickly, but no further action has been taken. The functionality of the on/off switch on the Aurora helmet could also be improved. The helmet and the idea are actually good, but with such poor customer service I would advise against a purchase. Addendum: After I made a comment on a new project on Kickstarter, someone from Unit 1 finally got in touch and offered me a replacement, asking me to delete the comment afterwards. Everyone can make their own judgement about that. But now I have rated the service a little better.
Response from UNIT 1Dec 17, 2024
Hi Thomas, We’re truly sorry for the delay in addressing your issue and for the frustration this has caused. Your experience is not what we aim for, and we’d love to help you get your Smart Light paired and working properly. Please reach out to us directly, and we’ll prioritize solving this for you right away. We also appreciate your feedback on the helmet’s on/off switch, as it helps us improve both our products and service. Thank you for your patience, and we’re committed to making this right for you.
