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Refund policy

RETURNS INFORMATION

 

ORDER CANCELLATION PROCEDURE

You may cancel your order within 24 hours of purchase. Under no circumstances can it be cancelled once it has been fulfilled.

You can request cancellation directly from your account area. Once you have logged in, if cancellation is still possible, the “Cancel items” button will appear next to your order. After clicking it, you will receive an email informing you that the cancellation must be approved by our staff.

Once our staff have accepted your request, you will receive another email confirming the cancellation.

Account login link: https://shopify.com/75620516162/account

 

RETURNS PROCEDURE

Time limit

You may request a return within 14 days of receiving the item directly from your account area. 

Account login link: https://shopify.com/75620516162/account

Instructions

Once you have logged in, the “Return items” button will appear next to your order. After clicking it, select the item you wish to return. Once you have selected the item, choose the reason from the drop-down menu. You may also add a note. You will receive a confirmation email informing you that THE RETURN must be approved by our staff.

Once our staff have accepted your request, you will receive another email confirming all the details.

You must then pack the goods securely in their original packaging to protect them during transport and include proof of purchase (such as a purchase receipt or invoice).

Write the following on the outside of the parcel:

 

Sender's first name, surname and address

Original order number

Destination address:

RETURNS EVOLUTION BIKES 

via Nazionale Appia 114

81020 Casapulla (ce)

Italy

 

Unless otherwise stated in the specific returns policy, return costs (postage/packaging) are payable by the customer. Send the parcel by post or courier, whichever you prefer. We recommend a standard tracked delivery service, as the sender will be responsible for any damage, non-delivery or delays.

Once received, the products will be thoroughly inspected to ensure they meet the returns conditions.

Within 14 working days of receiving the goods, provided they pass inspection:

The value of the returned products will be refunded, excluding delivery costs, which are payable by the Customer.

The refund will be issued using the same payment method chosen at the time of purchase, and it may take a few days for the credit to appear (depending on the type of card used). Please note that, for credit cards, the credit may appear on your account the following month with your statement (although the transaction should already be visible in the transaction list/balance for the relevant card)

Notes: If you wish to exchange a product for another, you must return it and a voucher will be issued for use on a new order.

Any promotional codes used in the returned order cannot be used again.

If we receive goods that do not meet the returns conditions or have been damaged through incorrect use by the customer, the refund will be refused (and the goods subsequently sent back at the customer's expense) or issued only in part.

Gift cards cannot be returned

If a promotion was active, please check its terms and conditions

If you have not received an update within 14 working days after returning the goods, please contact customer services.

For further details, please read the returns policy relevant to your circumstances.

 

RETURNS POLICY FOR UNWANTED PRODUCTS

Conditions

To return products, the following conditions must be met:

The products must be in perfect condition, with no signs of use, washing or fitting, and with their original box and/or bags, labels, instructions and everything that was included. They must therefore be in the same condition as when they were purchased. The same applies to bicycles, which cannot be returned if they have been used. Products must not have expiry dates (food, body care products, etc.), be made to measure, personalised, or be items outside our catalogue ordered on request ("specially ordered").

Once received, the products will be thoroughly inspected to ensure they meet the returns conditions. At the slightest sign of use, the return will be rejected (because EVOLUTION BIKES is committed to ensuring that every customer receives completely new and unused goods).

 

RETURNS POLICY FOR FAULTY PRODUCTS (just received)

Evolution Bikes checks products before dispatch. However, if you discover a fault in a product within 24 hours of receipt, please contact us to report the problem so that we can assess whether it can be resolved without a return. If a return is necessary, Evolution Bikes will, in most cases, arrange collection through its courier.

Conditions

Products that have been used must be cleaned before being returned, otherwise they will be sent back to the sender.

For certain products, you may need to contact designated local service/collection centres. In this case, the customer will resolve the problem directly with the product manufacturer/supplier.

Products with a problem that requires assessment by the supplier/manufacturer are excluded. In this case, you must follow the warranty procedure.

It is important to install, repair and use the product carefully following the instructions to avoid damaging it or causing accidents. Instructions are usually included. If they are not, you can download them from the manufacturer's website or request them from customer services.

Before following the returns procedure, contact our customer services team to report the fault and wait for a response. We recommend attaching photographs or videos, which may also be forwarded to the manufacturer/supplier.

If the faulty product needs to be returned, pack the goods securely to protect them during transport and include a copy of the proof of purchase (such as the order summary or invoice) in the parcel.

For faults that our technical department can identify and that are covered by warranty, we will arrange collection through our delivery service for repair or immediate replacement, sending the replacement product in advance (if available). In certain circumstances, collection may not be available. The customer must then arrange with customer services to send the products using a tracked service, and Evolution Bikes will subsequently reimburse the delivery costs (each case will be assessed individually, and reimbursement will in any event cover the cost of a standard economy delivery service). We will do our best to return the product to working order and get it back to the customer as quickly as possible (sometimes processing times beyond Evolution Bikes' control are required).

If the product needs to be returned to the supplier, you must follow the warranty procedure. This happens, for example, when the manufacturer itself requests the product for inspection, or when our technical department cannot determine with certainty whether the fault is covered by warranty because of incorrect installation or use.

Notes:

Evolution Bikes reserves the right to offer a refund if complications arise in restoring the product to working order. The refund will be issued using the same payment method chosen at the time of purchase, and it may take a few days for the credit to appear (depending on the type of card used). Please note that, for credit cards, the credit may appear on your account the following month with your statement (although the transaction should already be visible in the transaction list/balance for the relevant card)

If you have not received an update within 14 working days after returning the goods, please contact customer services.

 

RETURNS POLICY FOR DISPATCH ERRORS

If Evolution Bikes has sent incorrect items, please contact us within 48 hours of receiving the parcel. We will resolve the problem as quickly as possible at no cost to the customer.

 

RETURNS POLICY FOR INCORRECT SIZE EXCHANGES

For items purchased in the wrong size, the same rules apply as for unwanted products.

 

RETURNS POLICY FOR BULKY PRODUCTS

If you wish to return bicycles or bulky products, we recommend contacting us first for advice and to check whether collection by our courier at reduced rates is possible. We recommend keeping the original packaging in case a return is needed.

 

RETURNS POLICY FOR SPECIALLY ORDERED PRODUCTS

If you purchase a "specially ordered" product, under no circumstances can the order be changed or cancelled once it has been placed. Nor can you exercise the right of withdrawal, request a refund or request a voucher for the value of the goods ordered to exchange them for any other product, as these goods are sourced specifically to the customer's requirements and are not held in our warehouse. The waiting time is approximate and is stated in working days. If significant delays arise on the supplier's side, Customer Services will promptly contact the customer to inform them and, in certain cases of excessive delay by the manufacturer/supplier, Evolution Bikes reserves the right to propose cancelling the order and issuing a refund.

 

RETURNS POLICY FOR RETURNS OF ITEMS COLLECTED IN STORE

The returns procedure for items collected directly in store is subject to the same conditions as returns of items delivered by courier.

 

POLICY FOR PRODUCTS UNDER WARRANTY

All products purchased from Evolution Bikes are covered by the manufacturer's official warranty for 24 months from receipt of the goods. The warranty applies to products with conformity and/or operational defects that could not be identified at the time of purchase. If you have just received the product, see the Faulty products (just received) section. If you need to make a warranty claim, contact our customer services team through our chat channels or by emailing info@evolutionbikes.it to report the fault and wait for a response. We recommend attaching photographs or videos, which may also be forwarded to the manufacturer/supplier.

Conditions

There are exceptions where the warranty period may be shorter or longer. For example, lithium batteries used to power high-powered lights have a warranty limited to 6 months, as they are considered consumables.

Products with problems caused by wear and/or deterioration, such as tyres, brake cables, brake pads, chains, cassettes, batteries, etc., and food products, such as supplements and drinks, are not covered by warranty.

The warranty does not apply in cases of incorrect product installation, poor maintenance, abuse or negligence, incorrect and/or fraudulent use of the product, alterations to it or unauthorised repair attempts.

The warranty is personal and therefore applies to the original purchaser.

Any item repaired or replaced under warranty will itself be covered by warranty for a period equal to the remaining warranty period of the original product.

Any repair costs for items not covered by warranty will be communicated to the purchaser in advance. The consumer can then decide whether to have the item repaired.

It is important to install, repair and use the product carefully following the instructions to avoid damaging it or causing accidents. Instructions are usually included. If they are not, you can download them from the manufacturer's website or request them from customer services.

Products that have been used must be cleaned before being returned, otherwise they will be sent back to the sender.

For certain products, you may need to contact designated local service/collection centres. In this case, the customer will resolve the problem directly with the product manufacturer/supplier.

If the faulty product needs to be returned, pack the goods securely to protect them during transport and include a copy of the proof of purchase (such as the order summary or invoice) in the parcel.

In most cases, we will arrange collection through our delivery service, which requires the customer to pay a deposit of 10 euro and 20 euro for bulky items. These amounts will be refunded in full once the supplier confirms warranty coverage. In certain circumstances, collection may not be available. The customer must then arrange with customer services to send the products using a tracked service, and Evolution Bikes will subsequently reimburse the delivery costs. Each case will be assessed individually; in any event, reimbursement will cover the cost of a standard economy delivery service.

Within 7 working days of receiving the goods, Evolution Bikes will contact the customer to inform them of the time required for inspection and any warranty work on the product, which varies depending on the manufacturer/supplier.

If the manufacturer/supplier confirms warranty coverage for the fault found, the product will be replaced or repaired, or, at Evolution Bikes' discretion, a voucher for the value of the product will be issued. If the product cannot be repaired or replaced, Evolution Bikes reserves the right to offer an alternative of equal or greater value. In some cases, once the manufacturer/supplier has confirmed warranty coverage, Evolution Bikes may send the replacement product in advance if it is in stock.

Notes:

If the supplier/manufacturer rejects the warranty claim for any reason (e.g. no fault found, conditions of use or installation not followed, etc.), the deposit will be forfeited (to cover the cost of collecting the product)

Parcels received without a returns number, a properly completed warranty form and proof of purchase will be rejected.

 

RETURNS PROCEDURE FOR ITEMS IN THE “USED” SECTION

Evolution Bikes checks products before dispatch. However, if you discover a fault that was not disclosed at the time of sale within 14 days of receipt, please contact us to report the problem and assess whether it can be resolved without a return.

Conditions

In certain cases agreed with Evolution Bikes customer support, you may need to contact designated local service centres. For items in the “USED” section, return costs (postage/packaging) are payable by the customer.

Instructions

Contact our customer services team through our chat channels or by emailing info@evolutionbikes.it stating the reason for the return, and wait for a response. We recommend attaching photographs or videos for problems involving malfunctions and/or damage that were not disclosed at the time of sale.

If the faulty product needs to be returned, once you have received confirmation from Evolution Bikes, pack the goods securely to protect them during transport and include a copy of the proof of purchase (such as the order summary or invoice) in the parcel.

Write the following on the outside of the parcel:

Sender's first name, surname and address

Original order number

Destination address:

USED RETURNS EVOLUTION BIKES

Via Nazionale Appia 114

81020 Casapulla

Italy