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Easy Returns

YOU CAN PROCEED WITH THE RETURN DIRECTLY FROM YOUR RESERVED AREA.

ACCESS LINK TO YOUR RESERVED AREA: https://shopify.com/75620516162/account

BEFORE PROCEEDING, IT IS RECOMMENDED TO READ THE FOLLOWING INFORMATION

 

RETURN INFORMATION

 

ORDER CANCELLATION PROCEDURE

It is possible to cancel the order within 24 hours of purchase, and it cannot be canceled in any way once it has been processed.

You can proceed with the cancellation directly from your reserved area. Once logged in (if cancellation is still possible), the “Cancel items” button will be visible next to the order, and after clicking it, you will receive an email indicating that the cancellation must be approved by the staff.

Once the staff accepts your request, you will receive a new email confirming the cancellation.

Access link to reserved area: https://shopify.com/75620516162/account

 

RETURN PROCEDURE

Time window

You can proceed with the return within 14 days of receiving the item directly from your reserved area. 

Access link to reserved area: https://shopify.com/75620516162/account

Instructions

Once logged in, the “Return items” button will be visible next to the order, and after clicking it, you must select the item for which you are requesting a return. After selecting the item, choose the reason from the dropdown menu; you can optionally add a note. You will receive a confirmation email indicating that THE RETURN must be approved by the staff.

Once the staff accepts your request, you will receive a new email confirming everything.

Next, properly pack the goods in the original packaging to ensure integrity during transport and include proof of purchase (such as a purchase receipt or invoice).

Write on the outside of the package:

 

Sender's name, surname, address

Original order number

Destination address:

EVOLUTION BIKES RETURNS 

via Nazionale Appia 114

81020 Casapulla (CE)

Italy

 

Unless otherwise specified in the specific return policies, return costs (shipping/packaging fees) are the responsibility of the customer. Send the package via mail or courier according to your preferences. We recommend a standard shipping service with tracking as the sender will be responsible for any damage, non-delivery, or delays.

Once received, the products will undergo a thorough inspection to ensure they meet the return conditions.

Within 14 business days from receipt of the goods, after passing inspection:

The refund will cover the value of the returned products net of shipping costs, which are borne by the Customer.

The refund will be made using the same payment method chosen at the time of purchase, and the credit may take a few days to appear (depending on the type of card used). Please note that in the case of credit cards, the credit may appear on the statement the following month (however, the transaction should already be visible in the card’s transaction list/balance).

Note: If you wish to exchange a product for another, it must be returned and a voucher will be issued to be used in a new order.

If promotional codes were used in the returned order, they will no longer be reusable.

In case of receipt of goods that do not meet the return conditions or are damaged due to incorrect use by the customer, the refund will be denied (with subsequent reshipment of the goods at the customer's expense) or partially executed.

Gift cards are excluded from returns.

If a promotion was active, check the terms and conditions of the promotion itself.

If no update is received within 14 business days after the return, please contact customer service.

For further details, please read the return rules applicable to your case.

 

RETURN POLICY FOR UNWANTED PRODUCTS

Conditions

To proceed with the return, it is necessary that:

The products must be in perfect condition, without any signs of use, washing, or assembly, with their original box and/or bags, labels, instructions, and everything that was included. They must therefore be in the same condition as when purchased. The same applies to bicycles which, if used, cannot be returned. Products with expiration dates (food, body products, etc.), custom-made, personalized, or non-catalog items ordered on request ("made to order") are not returnable.

Once received, the products will undergo a thorough inspection to ensure they meet the return conditions. At the slightest sign of use, the return will be rejected (this is because EVOLUTION BIKES cares that every customer receives perfectly new and unused material).

 

RETURN POLICY FOR DEFECTIVE PRODUCTS (just received)

Evolution Bikes inspects products before shipping; however, if you find a defect within 24 hours of receipt, please contact us to report the problem so we can assess whether it can be resolved without a return. If a return is necessary, Evolution Bikes will, in most cases, arrange pickup with its courier.

Conditions

In the case of used products, they must be cleaned before return; otherwise, they will be sent back to the sender.

For certain products, it may be necessary to contact specific service/collection centers located throughout the territory. In this case, the customer will resolve the issue directly with the product’s manufacturer/supplier.

Products whose issues require verification by the supplier/manufacturer are excluded. In this case, the warranty procedure must be followed.

It is important to install, repair, and use the product carefully following the instructions to avoid damaging the product or causing accidents. Instructions are usually included; if not, they can be downloaded from the manufacturer’s website or requested from customer service.

Before proceeding with the procedure return Contact our customer service reporting the defect and wait for a response. We recommend attaching photographic or video material that may be forwarded to the manufacturer/supplier.

If the return of the defective product is necessary, properly pack the goods to ensure integrity during transport and include a copy of the proof of purchase (such as the order summary or invoice) in the package.

In the case of defects identified by our technical department that are covered by the warranty, we will arrange pickup with our shipping service for immediate repair or replacement, advancing the product (if available). In certain situations, pickup service may not be available, so the customer will coordinate with customer service to send the products (with tracking code), and shipping costs will be reimbursed later by Evolution Bikes (each case will be evaluated individually, and at least the cost of a standard economy shipment will be reimbursed). We will do our best to proceed as quickly as possible to restore the product to the customer (sometimes technical times are required that do not depend on Evolution Bikes).

If it is necessary to return the product to the supplier, the warranty procedure must be followed. This happens, for example, when the manufacturer itself requests the product for inspection or when our technical department cannot definitively determine that the defect is covered by the warranty due to incorrect installation or use.

Notes:

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

If, after the return, you do not receive any update within 14 working days, please contact customer service.

 

RETURN RULES FOR SHIPPING ERRORS

In case of items sent incorrectly by Evolution Bikes, please contact us within 48 hours of receiving the package. We will resolve the issue as quickly as possible at no cost to the customer.

 

RETURN RULES FOR WRONG SIZE EXCHANGE

In case of items purchased with the wrong size/measurement, the rules are the same as for unwanted products.

 

RETURN RULES FOR BULKY PRODUCTS

For bicycles or bulky products to be returned, we recommend contacting us first for some suggestions and to check if there is the possibility of pickup by our courier at more favorable rates. We recommend keeping the original packaging for any return.

 

RETURN RULES FOR MADE-TO-ORDER PRODUCTS

If you purchase a "made-to-order" product, it is not possible to modify or cancel the order once placed. It is also not possible to apply the right of withdrawal, request a refund, or issue a voucher for the value of the ordered goods for a replacement with any other product, as this is merchandise specially assorted according to the customer's specifications and not available in our warehouse. The waiting time is approximate and indicated in working days; if significant delays from the supplier occur, Customer Service 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 order cancellation and refund.

 

RETURN RULES FOR ITEMS PICKED UP ON SITE

The return procedure for items picked up directly at the premises follows the same conditions valid for returns of items shipped by courier.

 

RULES FOR PRODUCTS UNDER WARRANTY

All products purchased on Evolution Bikes are covered by the official manufacturer’s warranty for 24 months from the receipt of the goods. The warranty will apply to products that show defects in conformity and/or functionality not detectable at the time of purchase. If you have just received the product, see the Defective Products (just received) section. In case you need to proceed with a warranty intervention, contact our customer service via chat channels or by sending an email to info@evolutionbikes.it communicating the defect and waiting for a response. We recommend attaching photographic or video material that could in turn be sent to the manufacturer/supplier.

Conditions

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

Products whose issues are due to wear and/or deterioration, such as tires, brake cables, pads, chains, cassettes, batteries, etc., as well as food products like supplements and beverages, are not covered by the warranty.

The warranty does not apply in cases of incorrect product installation, poor maintenance, abuse or negligence, improper and/or fraudulent use of the product, alteration of the product, or unauthorized repair attempts.

The warranty is personal and therefore applicable only to the original purchaser.

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

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

It is important to install, repair, and use the product carefully following the instructions to avoid damaging the product or causing accidents. Instructions are usually included; if not, they can be downloaded from the manufacturer’s website or requested from customer service.

In the case of used products, they must be cleaned before return; otherwise, they will be sent back to the sender.

For certain products, it may be necessary to contact specific service/collection centers located throughout the territory. In this case, the customer will resolve the issue directly with the product’s manufacturer/supplier.

If the return of a defective product is necessary, properly pack the goods to ensure their integrity during transport and include a copy of the proof of purchase (such as the order summary or invoice) in the package.

In most cases, we will arrange pickup with our shipping service, which will require a deposit of 10 euros and 20 euros for bulky items from the customer. This deposit will be fully refunded once the supplier confirms the warranty. In certain situations, the pickup service may not be available, so the customer will coordinate with customer service to send the products (with a tracking code), and the shipping costs will be reimbursed later by Evolution Bikes. Each case will be evaluated individually, but in any case, the value of a standard economy shipment will be reimbursed.

Within 7 working days of receiving the goods, Evolution Bikes will contact the customer informing them of the time required for verification and any warranty on the product, which may vary depending on the manufacturer/supplier.

If the manufacturer/supplier confirms the warranty for the detected defect, replacement, repair, or, at Evolution Bikes’ discretion, a voucher equal to the product value will be provided. If it is not possible to repair or replace the product, Evolution Bikes reserves the right to offer an alternative of equal or greater value. In some cases, once the warranty is confirmed by the manufacturer/supplier, Evolution Bikes may advance the product if available in stock.

Notes:

If the supplier/manufacturer rejects the warranty for any reason (e.g., non-existent defect, improper use or installation conditions, etc.), the deposit as a security will be lost (to cover the costs of product collection).

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

 

RETURN PROCEDURE FOR ITEMS IN THE “USED” SECTION

Evolution Bikes performs product checks before shipping; however, if you find a defect not reported at the time of sale within 14 days of receipt, please contact us to report the issue and evaluate if it can be resolved without a return.

Conditions

In some cases agreed with Evolution Bikes support, it may be necessary to contact specific service centers located throughout the territory. For items in the “USED” section return costs (shipping/packaging fees) are the responsibility of the customer.

Instructions

Contact our customer service via chat channels or by sending an email to info@evolutionbikes.it stating the reason for the return and wait for a response. We recommend attaching photographic or video material for issues due to malfunctions and/or damages not reported at the time of sale.

If the return of the defective product is necessary, once confirmation is received from Evolution Bikes, properly pack the goods to ensure integrity during transport and include a copy of the proof of purchase (such as the order summary or invoice) inside the package.

Write on the outside of the package:

Sender's name, surname, address

Original order number

Destination address:

USED RETURNS EVOLUTION BIKES

Via Nazionale Appia 114

81020 Casapulla

Italy