Returns, Withdrawal and Refund Policy
Legal right of withdrawal for distance purchases
For purchases made at a distance, in particular through our online shop, consumer customers have a legal right of withdrawal of 14 calendar days from the day on which they receive their order.
The customer may exercise this right without giving any reason. To meet the withdrawal deadline, it is sufficient for the withdrawal request to be sent before the 14-day period has expired.
After informing us of the decision to withdraw, the customer must return the relevant items without undue delay and, in any event, within 14 days from the day on which the withdrawal request was communicated.
Items must be returned to the following address:
Bike-Fit Sàrl
c/o Patrick Guillaume
1, rue Georges Kayser
L-8390 Nospelt
Luxembourg
Condition of returned items
Returned items must be complete, clean, undamaged and, where possible, returned in their original packaging with all accessories.
The customer may handle and try the items only to the extent necessary to establish their nature, characteristics and proper functioning, as they would reasonably be allowed to do in a shop.
In the event of excessive handling, actual use, signs of wear, dirt, damage or an incomplete return, a reduction of the refund may be applied to reflect the loss in value of the item.
Shoes, insoles and accessories
Shoes may only be tried in clean and suitable conditions, for example indoors, in order to avoid any signs of wear, dirt or permanent cleat marks.
Shoes used outdoors, fitted with cleats in a way that leaves marks, dirty, damaged or showing clear signs of use cannot be refunded in full.
For hygiene reasons, certain products used directly in contact with the body may be excluded from return if they have been used or unsealed after delivery, where such exclusion is legally applicable.
Sale items
Sale items cannot be returned or exchanged under our voluntary commercial return policy, except where the legal right of withdrawal applies to distance purchases, or in the event of a defect or legal non-conformity.
Gift cards
Gift cards cannot be returned or exchanged under our voluntary commercial return policy.
This exclusion does not limit the consumer’s legal rights, including the legal right of withdrawal applicable to distance purchases where applicable, or the consumer’s rights in the event of a defect or legal non-conformity.
A gift card that has already been used, either partially or in full, cannot be refunded under our commercial return policy.
30-day commercial return policy
In addition to the legal right of withdrawal, Bike-Fit Sàrl may, on a commercial basis, accept certain returns within 30 days of receiving the order.
This voluntary commercial return policy does not limit the consumer’s legal rights, including the right of withdrawal applicable to distance purchases and the legal guarantee of conformity.
To be accepted under this commercial return policy, the item must be unused, complete, clean, in its original condition and in its original packaging.
Sale items, gift cards, personalised products, specially ordered products and used or unsealed products for which a return cannot be accepted for hygiene reasons may be excluded from this commercial return policy, without prejudice to the consumer’s legal rights.
Refunds
After receiving and inspecting the returned item, we will inform the customer by e-mail whether the refund has been accepted or refused, and whether any reduction applies due to the condition of the returned item.
In the event of a valid legal withdrawal, the refund will be made using the original payment method, unless expressly agreed otherwise with the customer, within the time limits provided by applicable law.
The refund will include the price of the returned items and, where applicable, the initial standard delivery costs. Additional costs resulting from the customer’s choice of a more expensive delivery method than the standard delivery method offered will not be refunded.
Return shipping costs
Unless otherwise stated or agreed by us in advance, the direct cost of returning the item is borne by the customer.
We recommend using a tracked or insured shipping service, especially for valuable items. The customer remains responsible for the return shipment until the items have been effectively received by Bike-Fit Sàrl.
Exchanges
We only replace items if they are defective, damaged or non-conforming, or if an exchange has been agreed in advance under our commercial return policy.
For any exchange or return request, please contact us at: sales@bikefit.lu.
Legal guarantee of conformity
This policy does not limit the consumer’s legal rights in the event of a defect, damage or non-conformity of the product.
In the event of a defective or non-conforming product, the customer benefits from the rights provided by applicable law, independently of our commercial return policy.
Standard shipping without tracking
When a shipping option without tracking is offered and selected by the customer, the customer acknowledges that this option does not allow detailed tracking of the parcel.
In the event of delay, loss or damage during transport, we will review the situation with the relevant carrier in order to seek an appropriate solution, in accordance with applicable rules.
Contact
For any question regarding returns, refunds or withdrawals, please contact us at: sales@bikefit.lu.