Cancellation and Returns Policy

Service Cancellation Policy

Article 1 – Scope

This Cancellation Policy applies to all reservations made directly with Turisbike, whether through the official website, by email, WhatsApp, or partner platforms, and refers to services such as bicycle rental, luggage transport, transfers, guided experiences, among others.

Article 2 – Cancellation Procedure

  1. The cancellation of a reservation must be communicated by email to info@turisbike.com.
  2. The customer must clearly indicate:
    • Full name;
    • Date and type of service reserved;
    • Reservation reference, if applicable.
  3. Whenever possible, the customer should forward the reservation confirmation email.

Article 3 – Validation of the Cancellation Date

  1. The effective date and time of the cancellation request will be the one recorded at the time the email is received by Turisbike, up until 6:00 PM (Portugal mainland time).
  2. Emails received after that time will be considered as received on the next business day.
  3. Weekends and holidays (national or local) are not considered business days for this purpose.

Article 4 – Cancellation Conditions by the Customer

  1. The customer may cancel their reservation at any time, subject to the following conditions:
    • Up to 30 days before the start date of the service:
      ➤ Refund of 100% of the amount paid, minus a €50 administrative fee;
    • Between 29 and 15 days before the start date:
      ➤ Refund of 50% of the total value of the reserved service;
    • 14 days or less before the start date:
      ➤ No right to a refund.
  2. The reference amount for calculating refunds is always the total contracted value and not just the amounts paid up to the moment of the request.

Article 5 – Cancellation Due to Force Majeure

  1. Turisbike may, on an exceptional basis, consider a full or partial refund of the reservation when the cancellation results from duly proven force majeure reasons, such as:
    • Serious illness;
    • Accident or death of a direct family member;
    • Natural disasters or cancellations of international transportation.
  2. Nevertheless, non-refundable costs already incurred will be deducted, such as:
    • Reservation fees;
    • Payments to third parties;
    • Logistical services already performed.
  3. The decision to issue a refund in such cases is evaluated individually by Turisbike and does not constitute a contractual obligation.

Article 6 – Recommendations

  1. All customers are advised to purchase travel cancellation insurance, especially for high-value reservations or long-distance trips.
  2. Turisbike is not responsible for any additional costs caused by cancellations outside the stated conditions.

Article 7 – Changes to the Reservation

  1. Requests for changes must be made by email to reservas@turisbike.com, at least 7 days before the date of the service.
  2. Changes are always subject to:
    • Turisbike’s availability;
    • Written confirmation;
    • Payment of a €50 administrative fee per service changed.
  3. In case of a change that affects the price, the new total amount will be communicated, and the change will only be valid after payment of the difference.

Article 8 – Omitted Cases

  1. Any situations not covered by this policy will be evaluated on a case-by-case basis by Turisbike, based on the principles of good faith, reasonableness, and contractual balance.

Article 9 – Policy Updates

Turisbike reserves the right to update this policy at any time, with the version in effect at the time of the reservation being applicable.

Product Returns Policy

Under the applicable legislation, namely Decree-Law No. 84/2021 of October 18, the customer has a period of 30 (thirty) days from the date of receipt of the product to exercise their right of withdrawal (return), without the need to provide any justification and without paying any compensation.

This right applies exclusively to products purchased from the online store, and not to services such as bicycle rental, transport, or experiences.

✅ How to return or exchange a product?

The customer may request the return or replacement of one or more products within the legal timeframe indicated, using one of the following methods:

Option A: Through the Customer Area (preferred)

  1. Log in to your account on our website;
  2. Go toy “Order historand details”;
  3. Click on “Details” of the order in question;
  4. Select the product(s) to be returned (and quantity, if applicable);
  5. In the “Comment” field, you may indicate the reason (optional, for statistical purposes only);
  6. Finish by clicking on “Return requested“.

Option B: By Email

You may simply reply to the order confirmation email with your intention to return the item. This reply helps us immediately identify the order details and speed up the process.

📬 Conditions for accepting returns:

  • The product must be returned in perfect condition, without signs of use and in its original packaging, accompanied by all accessories and manuals;
  • Turisbike reserves the right to refuse returns that do not meet these requirements;
  • The refund will be issued within a maximum of 14 days after the receipt and inspection of the returned product’s condition.

🚫 Exclusions from the right of return:

The right of return does not apply in the following cases:

  • Customized products or those made to the customer’s specifications;
  • Sealed items that, for reasons of hygiene or health protection, have been opened after delivery (e.g.: bottles, helmets, cycling underwear);
  • Products damaged due to misuse or negligence after delivery.

🔄 Exchanges:

If you wish to exchange the product for another (e.g.: different size), you should follow the same steps and indicate this intention in the comment field or by email.

💳 Refunds:

Original shipping costs may be deducted, unless the return results from an error by Turisbike.

The refund will be made using the same payment method used for the purchase;

Return conditions
  • You should not send the product(s) without being informed of the order number to reference;
  • Never make a return against refund (collection);
  • The return of the product must respect the following conditions:
    • Return of the product in new condition (unused), with original packaging and accompanied by the respective invoice;
    • If the packaging is damaged and the product shows evident signs of use, we reserve the right not to accept the return or exchange;
    • Upon presentation of the return, the customer will be informed of the address to which he must address his return;
    • The customer may request a refund of the product(s) or credit for future purchases;
    • Once the return is received and validated according to the previous conditions, the refund will be made within a maximum of 4 working days;
    • The refund is made in the form of payment;
    • The value of the refund is always the value of the product and never the amounts spent by the customer on postage and travel;
    • The cost of return is the responsibility of the buyer, except in case of defect or anomaly of the product;
    • Personalised products will not be accepted for return;

When shopping online, you should be aware of

Regarding the photographs:
The images may not reflect the exact configuration of the model or may show different mounting options to those mentioned.

About Colours on Screens:
Please note that the colours shown on the screens may vary from the actual colour of the model.

In relation to Stock Availability:
Due to stock availability, the bike may be delivered with components equivalent to those mentioned.

When making a bike purchase from our online shop, it’s important to be aware that, for transport reasons, all bikes are delivered with approximately 85 per cent assembled. This means that it will be necessary to make adjustments to various parts of the bike after delivery.

These adjustments may include:

  1. Component assembly: You will need to assemble some parts of the bike, such as handlebars, pedals and, in some cases, the front wheel. This is done to ensure that the bike is securely packed during transport.
  2. Final adjustments: In addition to the initial assembly, final adjustments may be necessary to ensure that the bike is in perfect working order. This can include adjustments to gears, brakes, wheels and tyres.

We recommend that you follow the assembly instructions supplied with the bike or seek the help of a local bicycle professional to ensure that the assembly and adjustments are done correctly. This will ensure your safety and the bike’s optimum performance. This practice helps to reduce shipping costs and minimise possible damage during transport, allowing you to enjoy your bike safely. A correctly assembled bike will not have any defects. In the event of incorrect assembly, some components may be damaged and incorrectly assembled bikes are not covered by the guarantee.

Third-party products and services (partnerships)

Some products and services presented in this page, through database or links with other pages, are not commercialized by Turisbike.

They only serve as a reference of partner products and services, with their own activity and autonomy.

Please note that when you are purchasing items from third parties, the purchase details are not entered into our database, nor is the product/service invoiced by Turisbike.

All these companies have autonomy and an independent commercial relationship, so when you are sent to these websites to make a purchase, you are doing directly with them. Therefore, the general conditions of purchase and use are their own.

We therefore advise you to read all the general conditions. If you have any questions, please contact us.

By the referencing of these partners Turisbike cannot be held responsible for the services provided by third parties.

Shopping Cart
Scroll to Top