✅ RETURN & REFUND POLICY – BikesGOM.com

Last updated: October 15, 2025

This Return & Refund Policy explains how returns, exchanges, cancellations and refunds are handled when you purchase products from BikesGOM.

Our policy follows the EU Consumer Rights Directive, which grants a 14-day right of withdrawal for most online purchases.

1. Your Right to Return (EU 14-Day Withdrawal Period)

Customers in the European Union have the right to return an item within 14 calendar days from the day the order is delivered, without giving any reason.

To exercise your right of withdrawal, you must notify us in writing at:

📧 office@BikesGOM.com

You may use a standard EU withdrawal form, but it is not required.

2. Conditions for a Valid Return

To be eligible for a return, the product must:

✔ be unused
✔ be in the same condition as received
✔ include all accessories, manuals, and parts
✔ be in original packaging

If a bike or product shows signs of use, wear, scratches, or mileage, the refund may be reduced according to the loss of value (as allowed by EU law).

3. Items That Cannot Be Returned

The following cannot be returned:

❌ Used bicycles or items with visible signs of riding
❌ Custom-built or personalized bikes
❌ Special orders made specifically for the customer
❌ Gift cards
❌ Products damaged by incorrect use or assembly
❌ Items missing original components or packaging

4. Return Procedure

To start a return, please follow these steps:

Step 1 — Contact us

Email: office@BikesGOM.com

Include:

Order number
Product name
Reason for return (optional)
Photos (if item is damaged)

Step 2 — Wait for approval

We will confirm the return and provide the correct return address.

Step 3 — Ship the item back

Items must be shipped within 14 days after your withdrawal notification.

Step 4 — Inspection & refund

Once the item arrives at our warehouse, it will be inspected within 5–10 business days.

5. Return Shipping Costs

Unless the product is defective, damaged, or incorrectly delivered:

✔ The customer is responsible for return shipping costs.

If the return is caused by an error made by BikesGOM (wrong product, damaged on arrival), we will cover all return shipping expenses.

6. Damaged or Defective Products

If you receive a damaged or defective item:

Take photos/videos immediately
Keep all packaging
Contact us within 48 hours

We will arrange:

✔ replacement, or
✔ repair, or
✔ full refund

depending on the specific case.

7. Refunds

Once your return is approved and inspected, we will refund you using the same payment method used for the purchase.

Refund processing time:

5–10 business days after inspection
some banks may take additional time to process the transaction

Refund reductions may apply if:

the item was used beyond what is necessary to test it
accessories are missing
packaging is damaged
signs of wear affect the value

This is standard under EU law for consumer returns.

8. Exchanges

Exchanges are possible for:

✔ wrong size
✔ different color/model
✔ product defects

9. Order Cancellations

You may cancel an order before it is shipped.

If the order has already shipped, it becomes a return and must follow the return process.

10. Large Items & E-Bikes Return Requirements

Because e-bikes and bicycles are large, fragile products, they must be returned in:

✔ original box
✔ secure packaging
✔ with foam protection
✔ with all documents and serial numbers

If the original box is not available, we can advise on suitable packaging.

Improper packaging may cause damage and reduce the refund amount.

11. Non-EU Returns

Customers outside the EU must ensure:

correct customs declarations
all return shipping fees
duties paid (if applicable)

Packages marked incorrectly may be refused or incur additional costs.

12. Contact for Returns & Refunds

For returns, cancellations, or refund questions:

📧 office@BikesGOM.com
📞 +34 617 717 859
📍 BikesGOM
Calle Casas de Campos 3
29001 Málaga, Spain