Returns and refunds

Policy
Returns

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, the shipping costs for the return will be borne by the buyer.
Before making the return, the customer must fill in 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 received by Ossby.
In order to accept the return, both the product and its original packaging must be in perfect condition, unused, without scratches, broken or deteriorated and including all the documentation that accompanies the product, as well as its 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: 45 €
  • Europe Group B (Croatia, Finland, Sweden, Slovakia, Estonia, Poland, Czech Republic, Hungary, Slovenia, Switzerland): 55 €
  • United Kingdom, Gibraltar, Ireland, and Norway: €200

COST OF VOLUNTARY RETURN OF ACCESSORIES AND COMPONENTS ( Restocking fee)

The cost of the voluntary refund fee for the Peninsula (Spain and mainland Portugal)  €9.95. In the case of bulky accessories such as Transport bag with wheels, this amount amounts to €19.95.

This amount will be deducted from the total amount to be refunded if you use our pick-up service. If you prefer to use another means to return the product, the cost will be that indicated by that transport agency, it will not be associated with us and does not exempt you from paying the return fee.

Destinations other than Peninsula:
If your order was delivered to a destination other than the Peninsula, the return costs will be at your expense. You must send the order prepaid, properly packed and in its original packaging, within a maximum period of 30 calendar days from receipt of the order.

The return rate for destinations other than the Peninsula:
Ceuta and Melilla: 20 €
Europe Group A (Belgium, Denmark, France, Germany, Luxembourg, Netherlands, Austria, Italy): 20 €
Europe Group B (Croatia, Finland, Sweden, Slovakia, Estonia, Poland, Czech Republic, Hungary, Slovenia, Switzerland): 35 €

United Kingdom and Gibraltar: 35 €

In the event of an exchange, the same costs will apply as for the return.

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.