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Returns: Is this normal?

I bought a Momentum Inc Pro Helmet and it didn't fit, I tried out the features and battery life on cam was horrible, so I requested return.  I've been going back and forth with support for about ten days now.  Several days for initial response, then a request for picture of serial number (which they should have since they had my invoice), then a couple days for another response:  "Your Concern is being transferred for further review and/or processing. There may be some delays with the response but
 rest assured we are doing our best to get back to you as soon as possible.  We appreciate your patience and understanding."

Is this normal for Sena support?  

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