Returns and refunds
SHIPPING
POLICY
RETURNS AND REFUNDS FOR PURCHASES MADE ON OSSBY.COM
If for any reason you are not satisfied with your product purchased through the Internet, you have a period of thirty (30) calendar days, counting from the date of product delivery, to return it. In this case, the transportation costs generated by the return will depend on the type of product and the region or country. If applicable, return shipping costs will be borne by the buyer.
Before making such a return, the customer must fill out the contact form indicating that they wish to make the return and detailing:
· Order number (e.g., #OY001111)
· Product name and quantity
Any return without this prior notice will not be accepted by Ossby.
To accept the return, both the product and its original packaging must be in perfect condition, unused, without scratches, breakage, or damage, and including all accompanying documentation and accessories.
The customer must ensure proper packaging to ensure its transport without damage. If there is any damage to the product, it will be assessed and the customer will be informed before issuing the refund.
The voluntary return of bicycles, accessories, and/or components may incur a return cost. Please refer to the section “Cost of return fee for voluntary return” corresponding to each product.
DAMAGED, DEFECTIVE, OR WRONG PRODUCT
If you have received a damaged, defective, or wrong product, you can choose to return it or exchange it (always for the same product). In this case, as stated in our warranty, we will cover the transportation and management costs. To do this, it is necessary to fill out the technical support form reporting the problem. Once evaluated, the option chosen by the customer will be selected. In the case of an exchange, the customer will have to repackage the product with the original packaging and all its protective elements for collection.
Please check the condition of your order box as soon as it arrives. During the shipping process, packages may suffer unforeseen damage.
If you receive a broken or damaged package, we advise you to note this on the collection note. By simply noting “damaged” alongside your signature, you will greatly facilitate the insurance company’s claims process. Attach images of the damaged area or problem to facilitate analysis.
In order for us to make the relevant claims to the shipping company, you have 48 hours from the receipt of the order to inform us of any error or damage in the packaging.
PACKAGING
We recommend keeping the original packaging and protective elements.
In the case of bicycles, as indicated in the instruction manual, the box in which the bike is transported has all the safety elements to prevent possible damage during transport.
We recommend keeping the protective elements or, failing that, obtaining other similar protective measures to ensure that the bicycle, accessories, or components do not suffer damage upon return.
If you have purchased the Ossby product directly through our online store, you must request the return through the contact page.
COST OF VOLUNTARY RETURN OF OSSBY BICYCLES (Restocking fee)
Voluntary returns of Ossby bikes have no return fee and return shipping costs are free for orders within the Iberian Peninsula (mainland Spain and Portugal), Balearic Islands and group A of countries in the shipping table (Germany, Belgium, Denmark, France, Luxembourg, Netherlands, Austria and Italy)
For other countries and regions, the return fee for Ossby bicycles is as follows:
- Ceuta and Melilla: €25
- Europe Group B (Croatia, Finland, Sweden, Slovakia, Estonia, Poland, Czech Republic, Hungary, Slovenia, Switzerland): €35
- United Kingdom, Gibraltar, Ireland, and Norway: €200
COST OF VOLUNTARY RETURN OF ACCESSORIES AND COMPONENTS ( Restocking fee)
The cost of the voluntary return fee for the Peninsula (mainland Spain and continental Portugal) and Balearic Islands is €4.95.
This amount will be deducted from the total refund if you use our prepaid label service. If you prefer to use another method to return the product, the cost will be indicated by that transport agency, it will not be associated with us, and it does not exempt from paying the restocking fee.
Destinations other than the Peninsula
and Balearic Islands: If your order was delivered to a destination other than the Peninsula and Balearic Islands, the return costs will be borne by you. You must send the order with paid shipping, properly packaged, and in its original packaging, within a maximum period of 30 calendar days from the receipt of the order.
The restocking fee for destinations other than the Peninsula and Balearic Islands:
Ceuta & Melilla: €15
Europe Group A (Germany, Belgium, Denmark, France, Luxembourg, Netherlands, Austria, Italy): €10
Europe Group B (Croatia, Finland, Sweden, Slovakia, Estonia, Poland, Czech Republic, Hungary, Slovenia, Switzerland): €15
United Kingdom and Gibraltar: €30
In the case of an exchange, the same costs as in the return will apply.
PURCHASES NOT MADE ON OSSBY.COM
If you have purchased the Ossby bicycle from one of our authorized distributors, everything related to returns and inspection or repair must be processed through said point of sale or marketplace where the product was purchased.
REFUND
Once the product has been received in our warehouses and its condition has been verified, the amount will be refunded through the payment method used in the purchase, within a maximum period of 14 days after the correct receipt of the product.
In the event that the product does not arrive in perfect condition with its original packaging (understood to be without scratches, dents, or signs of use), its condition will be assessed, and a partial refund will be proposed to the customer according to the damages.
IMPORTANT CONSIDERATIONS
Any additional costs due to customs procedures will be borne by the customer; the company will not be responsible for import tariffs that may be applied to the shipment. If the order is rejected at the destination, Ossby will attempt to recover the shipment, passing on the shipping, return, customs, and any other costs incurred to the customer.
