RETURN INFORMATION
- Unwanted products
- Defective products (just received)
- Products under Warranty
- Shipping errors
- Wrong size exchange
- Bulky products
- Made-to-order products
- Return for items picked up on site
UNWANTED PRODUCTS
Conditions
To proceed with the return, it is necessary that:
Products must be in perfect condition, with no signs of use, washing, or assembly, with their original box and/or bags, tags, instructions, and everything that was included. They must therefore be in the same condition as when purchased. The same applies to bicycles, which cannot be returned if used.
Products must not have expiration dates (food, body products, etc.), be custom-made, personalized, or non-catalog items ordered on request ("made to order").
Instructions
Send an email to info@evolutionbikes.it to notify the return and wait for confirmation and the return number.
Upon confirmation, the goods and the original packaging must be properly packed 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:
RETURNS EVOLUTION BIKES IT
via Nazionale Appia 114
81020 Casapulla (CE)
Italy
Send the package by mail or courier according to your preference. We recommend a standard shipping service with tracking as the sender will be responsible for any damage, non-delivery, or delays. Return costs (shipping/packaging fees) are the customer's responsibility.
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 ensures that every user receives perfectly new and unused material).
Within 14 working days from receipt of the goods, after inspection:
The value of the returned products will be refunded net of shipping costs, which are the responsibility of 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 for credit cards, the credit may appear on the account the following month with the statement (however, the transaction should already be visible in the card's transaction list/balance).
Note: If you want to exchange a product for another, you must return it and a voucher will be issued to use on 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 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.
DEFECTIVE PRODUCTS (upon receipt)
Evolution Bikes inspects products before shipping; however, if you find a defect in the product within 14 days of receipt, please contact us to report the issue so we can assess if it can be resolved without return and, if necessary, Evolution Bikes will, in most cases, arrange pickup with its courier.
Conditions
Used products 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 in the area. 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.
Instructions
Contact our customer service reporting the defect and wait for a response. We recommend attaching photographic or video material that may also be sent to the manufacturer/supplier.
If the return of the defective product is necessary, once you receive the return number, 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.
Write on the outside of the package:
Sender's name, surname, address
Original order number
Destination address:
Evolution Bikes Defects
Via Nazionale Appia 114
81020 Casapulla
Italy
In the case of defects identified by our technical department, covered by warranty, we will arrange pickup with our shipping service for immediate repair or replacement, advancing the product (if available). In certain situations, the 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 (evaluated case by case and in any case reimbursed at the value of a standard economy shipment). 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 verification or when our technical department cannot determine with certainty 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 the following month with the statement (however, the transaction should already be visible in the card’s transaction list/balance).
If, after returning the product, you do not receive any updates within 14 business days, please contact customer service.
WARRANTY PRODUCTS
All products purchased from 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 showing defects in conformity and/or operation not detectable at the time of purchase. If you have just received the product, see the Defective Products (just received) section.
Conditions
There are exceptions where the warranty may have a shorter or longer duration. For example, lithium batteries used to power high-power 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., and food products such as 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, therefore applicable to the original purchaser.
Any item repaired or replaced under warranty will in turn 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 warranty will be communicated in advance to the buyer. The consumer can then decide whether to proceed with the repair.
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.
Used products 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 in the area. In this case, the customer will resolve the issue directly with the product's manufacturer/supplier.
Instructions
Contact our customer service reporting the defect and wait for a response. We recommend attaching photographic or video material that may also be sent to the manufacturer/supplier.
If the return of the defective product is necessary, once the return number is received, 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:
Evolution Bikes Warranties it
Via Nazionale Appia 114
81020 Casapulla
Italy
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, fully refundable 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 (with tracking code) the products, whose shipping costs will be reimbursed later by Evolution Bikes. Each case will be evaluated individually, with at least the cost of a standard economy shipment reimbursed.
Within 7 working days of receiving the goods, Evolution Bikes will contact the customer informing them of the time required for inspection 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's value will be provided. If it is not possible to repair or replace the product, Evolution Bikes reserves the right to propose 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, usage or installation conditions not met, etc.), the deposit as a security will be lost (to cover the costs of product pickup).
Packages received without a return number, properly completed warranty form, and proof of purchase will be rejected.
SHIPPING ERRORS
In case of items incorrectly sent 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.
WRONG SIZE EXCHANGE
In case of items purchased with the wrong size/measurement, the procedure is the same as for Undesired Products.
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.
MADE-TO-ORDER PRODUCTS
In the case of purchasing 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 equal to 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 FOR ITEMS PICKED UP ON SITE
The return procedure for items picked up directly on site follows the same conditions valid for returns of items shipped via courier.