In the event of an exchange or refund (at Materiel-velo.com, you are Satisfaction guaranteed or your money back), you are required to return the new item(s) in their original packaging, intact, unused, accompanied by any accessories, instructions and documentation to the following address:
Materiel-velo.com
SAV
ZA d'Epinay
671 Rue de la Farnière
69400 GLEIZE
FRANCE
Please note when trying on clothing or equipment: you may try on clothing, helmets or shoes, but if you return them for exchange or refund, they must not have been used, show signs of wear or have been washed. Similarly, accessories must not show any signs of assembly. For example, saddle rails must not be scratched.
How do I return an item?
Not completely satisfied with an item? The size of an item doesn't suit you? Don't worry, you have 30 days to return it:
- Log in to your personal account "My Account".
- Go to "Order history and details".
- Click on "Details" next to the order concerned.
- Select the product(s) to be returned and click on "Generate a return".
- The return form will be sent to you directly by email.
- Place the return form in the package.
- All you have to do is send us your package.
Shipping costs
In the case of a credit note or refund: the shipping costs to Materiel-velo.com are the responsibility of the customer.
In the event of a return of a defective item, after-sales service: the shipping costs to Materiel-velo.com are the responsibility of the customer for products with a purchase price of less than £100. The shipping costs for the new product are payable by Materiel-velo.com (subject to coverage under the manufacturer's warranty and in mainland France only). Materiel-velo.com will cover the return and shipping costs for defective products with a purchase price of more than £100 (subject to coverage under the manufacturer's warranty and in mainland France only).ENJOY FREE RETURNS WITH THE ELITE+ PROGRAMME: Subscribe to the Elite+ programme and pay no return fees! As soon as we receive your return request, we will send you a prepaid label, which you can print and stick on your parcel to return your items free of charge. The Elite+ subscription costs £19.95/year and also entitles you to 5% off over 70 brands, 10 free deliveries with no minimum purchase, and exclusive offers.|>
Please note the condition of the products!
Products must be returned in their original packaging, complete (accessories, instructions, etc.) in new condition, accompanied by a copy of the invoice and bank details (RIB) if the order was paid by cheque. Products returned incomplete, damaged or soiled by the customer will not be accepted, with no exceptions. Products returned without a copy of the invoice (and bank details if the order was paid by cheque) or after the withdrawal period will not be accepted. Refunds by bank transfer or credit card will be made within 15 days to the bank account of the customer (same name, same address) who placed the order.
Withdrawal period
You have a withdrawal period of 30 days (from receipt of the order) to return an item for exchange or refund.
How long will it take to get my refund?
If you wish to exercise your right of withdrawal, Materiel-velo.com is required to refund the amounts paid by the customer, free of charge, with the exception of return costs, which remain the responsibility of the customer. The refund is due within a maximum period of 15 days.
How long will it take for my product to be returned from after-sales service?
In the case of an after-sales service exchange, you should allow 2 to 3 weeks from the date you send the product. This period may be extended in the event of repairs. This period may also vary depending on the brand.
I have a question?
You can contact Customer Service by email via our contact form, or by telephone on 04 74 694 694.
