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Returns & Complaint
This information for the warranty conditions and the complaint procedure (hereinafter referred to as the "Complaint Procedure") of the operator's store on the website: www.pedropedals.com (hereinafter referred to as the "store, we, pedro pedals"), by Pedro Pedals.
WITHDRAWAL FROM THE CONTRACT, RETURN OF GOODS
1. Fill in document properly and print for us the complaint form
2. Pack the goods and attach a copy of the invoice and printed form
3. Stick a label with our address and send it to us asap
4. We will take over the complaint and handle it within 30 days
Important documents for handling Claims, Returns or Exchanges
We will accept and deal with product complaints within 30 days
WARRANTY TERMS AND CLAIMS PROCEDURE
RETURNS POLICY
With over 2 years’ experience selling bicycles products, we are very passionate about our products and pride ourselves in our excellent customer service. We hope you will be pleased with your purchase. If you are not satisfied we’ll be happy to offer you a refund on merchandise that is returned in its original condition within 6 months of receipt. The only exception to this is Personalized Products, Perishable items product, Crafted products, Earrings or Made To Order Items.
We will not refund postage/courier costs incurred for items returned outside our free return system.
Please note that returns have a processing time of up to 14 business days from receipt at our returns facility. This may be longer at peak times. All items must be confirmed as received back in a fully unused and re-saleable condition before we can process your return. Please note that the original shipping fee paid to deliver your order to the shipping address is non-refundable.
Please ensure you have purchased with us before making a return. Parcels returned to us in error will not be processed.
EXCHANGE
All returns are processed for a refund. Should you need an exchange, please reorder your items online or by phone.
DAMAGED OR DEFECTIVE
If the item is damaged or defective, please email or call us immediately for instructions.
• Damage claims must be filed within 2 days of receipt of goods.
• Claims for defective items must be made within 30 days upon receipt of goods
• Normal wear is not considered a defect.
WARRANTY CONDITIONS AND COMPLAINTS
The warranty period of the goods sold is 24 months. The warranty period begins on the day the Buyer receives the goods. Defective goods and claims arising from defective goods must be made before the end of the warranty period. With the expiration of the warranty period, the right to claim expires. Defects must be reported by the Buyer to the Seller without undue delay.
The warranty does not cover:
- changes in the properties of the goods that occurred during the warranty period as a result of wear and tear,
- incorrect use, insufficient or inappropriate care,
- as a result of natural changes in the materials from which the goods are made,
- as a result of any damage by the Buyer or by a third party or other improper intervention,
- defects for which a lower price was negotiated and the Buyer was warned that the item has a defect and what the defect is, if it was not already obvious from the nature of the sale.
The goods may be used exclusively for the purpose for which they are intended and the Buyer is obliged to comply with the known rules, conditions and instructions for use. The goods must be regularly treated and stored in such a way that they are not damaged.
When applying for a claim, the buyer provides a detailed description of the defect, his contact details and at the same time sends the claimed goods to the Seller's address in the form of an insured package or letter. The goods must be sent for a claim properly packed so that they are not damaged or degraded during transport. The costs of delivery of the claimed goods to the Seller are paid by the Buyer. The seller reserves the right not to accept goods sent on cash on delivery. A copy of the proof of purchase (invoice) must be attached to the complaint.
If it is a defect that can be removed, the Buyer - consumer has the right to have it removed free of charge, on time and properly. The seller is obliged to remove the defect without undue delay.
The buyer -consumer may, instead of removing the defect, request the replacement of the item, or if the defect concerns only a part of the item, the replacement of the part, if this does not result in unreasonable costs for the Seller considering the price of the goods or the severity of the defect. Instead of removing the defect, the Seller can always replace the defective item with a flawless one, if this does not cause serious difficulties for the Buyer - consumer. If it is a defect that cannot be removed and that prevents the item from being properly used as a defect-free item, the Buyer - consumer has the right to exchange the item or withdraw from the contract. If there are other irreparable defects, the Buyer - consumer has the right to a reasonable discount from the price of the item.
The seller is obliged to determine the method of processing the claim immediately, in complex cases within 3 working days and in justified cases, especially if a complex technical evaluation of the condition of the goods is required, no later than 30 days from the date of application of the claim.
After determining the method of processing the claim, the claim is processed immediately, in justified cases, the claim can be processed later; however, processing of the claim may not take longer than 30 days from the date of application of the claim. After the expiration of the deadline for processing the complaint, the Buyer - consumer has the right to withdraw from the contract or has the right to exchange the goods for new goods.
The seller is obliged to issue a confirmation to the buyer - consumer when applying for a claim. If the claim is made via means of remote communication, the Seller is obliged to deliver the confirmation of the claim to the Buyer - consumer immediately; if it is not possible to deliver the confirmation immediately, it must be delivered without unnecessary delay, but at the latest together with a document on the processing of the claim; confirmation of the application of the claim does not need to be delivered if the Buyer has the opportunity to demonstrate the application of the claim in another way.
The seller is obliged to issue a written document about the handling of the claim no later than 30 days from the date of application of the claim.
The time from the exercise of the right from liability for defects to the time when the Buyer was obliged to take over the item after the repair is completed is not included in the warranty period. The Seller is obliged to give the Buyer a confirmation of when he exercised the right, as well as of the repair and its duration.
If there is an exchange, the warranty period starts again from the receipt of the new item.
