Cancellation and Returns Policy

Service Cancellation Policy

In case of cancellation or simply giving up, please read our cancellation policy here

All requests for cancellations as notified to Turisbike firstly by email indicating the service to which it refers. Preferably forwarding the email previously sent of the Booking confirmation to info@turisbike.com

Eventually Turisbike will refund the full amount to the customer when the customer is forced to cancel any of the services. However, Turisbike is under no obligation to do so. Except when the cancellation occurs due to causes beyond the control of those who unexpectedly invoke it. However abnormal, unavoidable or other consequences. There are undeniably some non-refundable costs and expenses, so we will be obliged to retain those values as a settlement at the time of return.

Important:

In order for the date of the cancellation request to be considered for our analysis the date counts from the moment we receive the email. It is also confirmed that it has been received and arrived by 6pm. Please note that from that date/time we consider the following working day. In the event of a weekend, this will be on the following Monday. In the event of a national or local holiday, the immediately following working day. Translated with www.DeepL.com/Translator (free version)

Above all, the Customer has the right to withdraw the services requested at any time, taking into account the following penalties:

  • Cancellations within 60 days of the start date: 100% of the amount paid is refunded, minus a EUR 50 booking administration fee
  • Cancellations made between 59 and 30 days before the start date: 50% of the value of the service booked
  • Cancellations 29 days before the start date: no refund

Cancellation values for online bookings of products/services. The above refund amount is the total cost of the service booked and not on the amounts paid in the meantime. We therefore advise you to take out travel cancellation insurance.

See here the detailed cancellation conditions

Modification of the reserve:

Any change to be made to a reservation must always be communicated by e-mail info@turisbike.com and will be subject to fees corresponding to the modification.

Each changed service has a specific fee or cost, when requesting the change by email, in case there is an increase in values, the change will be made known and will only take effect after payment.

The change of dates is subject to Turisbike availability

An administrative fee of 100 euros (one hundred euros) for modifying the contracted service.

The mentioned alterations must be communicated at least 7 days before the service start date and are always subject to confirmation and viability.


Product Return Policy

In compliance with the law in force, the customer has up to 30 (thirty) days from delivery to return the product of their purchase without the need to invoke any reason and without payment of compensation.

Rule established in the new Decree-Law No. 84/2021, of 18 October, takes effect for purchases from 1 January 2022.

How can I return or replace a product?

To return or exchange one or more products, you can do so within 30 days from the day of delivery by formalising your intention through the following steps:

  • Through your customer area;
  • See “order history and details” and then “details” of the order where the product is;
  • Put a tick on the product you want to return and also choose quantity if applicable;
  • In the comment box, state the reason only for statistical questions;
  • Finalise your return request by clicking “Return requested”.

Otherwise, you can simply reply in the email of the order received, for easier identification of the personal data as well as the article.

Conditions of return
  • 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 mounting options different from those mentioned.

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

Regarding 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 packed securely 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.

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