Originally Posted by
tomtomtom123
The German language subdomain from Bell's official website seems to be operated by a Spanish company or perhaps the parent company of a German company of the same name GROFA Action Sports. There's a crash replacement program form on the official website or I can't remember if it was a redirect to the GROFA site but it's basically an identical program to the Bell English site. I'm assuming they're the licensed brand operator and distributor for Germany or Europe. It also seems to operate the official websites of European subdomains of other bicycle equipment brands.
I don't have any idea. I wouldn't assume what you are assuming. I could not find with a easy search any information about Bell's crash replacement program outside of the USA. And not knowing what country you are from, it really makes no sense for me to dive deeper in trying to find out what is the proper way to initiate a helmet replacement for you.
Unless you are in the USA, and in that case, it still sounds like you aren't really dealing with Bell on this. So you might have been scammed in some way. Or you are a victim of another entity, maybe the vendor that sold you the helmet, that tried to do something but is failing to make it right. The part about having to send the helmet in is the most bizarre to me.