In case a prepaid order is returned to RideZone for reasons not imputable to RideZone or the transport service, the client can either request a reimbursement or a replacement order. Prepaid orders are those paid for by Credit Card, PayPal, ATM or Bank Transfer.
If the client wishes to be reimbursed, s/he can indicate to us whether reimbursement is to take place via the payment method used at the time of purchase, or via a coupon that can be applied on a future order. In case the original payment was made via ATM or bank transfer, the client will have to provide bank account details in order to be correctly reimbursed. The shipping and return costs will be deducted from the amount to be reimbursed.
In case the client prefers a replacement order, which implies the exact same conditions as in the original order (e.g. product quantities and prices, shipping costs and offers), the client will be asked to make an additional payment of €10-25, to cover logistic and administrative expenses. This payment is to be made by bank transfer, and proof of payment must be sent either to our e-mail. We strongly advise the client to indicate the number of the returned order, as well as the name of the primary holder of the bank account from which the transfer is made, so that the payment can be more easily identified.
The details needed for bank transfer payments are the following:
Account holder: RIDEZONE S.L.
Account number: 2100 7224 97 0200028231
IBAN: ES19 2100 7224 97 0200028231
If the reason for the unsuccessful delivery and the return of the order falls under the responsibility of the transport service, regardless of the chosen payment method, the client will have to send us a written complaint that will be subjected to analysis by the transport service. In case the delivery problem is due to an incomplete or incorrect delivery address, we request a proof of address from the client to be attached to the complaint (e.g. a gas, water or electricity bill).
The solution that RideZone will present to the client depends on the answer provided by the transport service. Therefore, in cases of complaints regarding the transport service, we can only present a solution to the client once the transport service informs us of their assessment. If the transport service accepts full responsibility for the return of the parcel, and all the products initially ordered are still available, we will suggest to the client a replacement order, without any additional costs. If the original order was paid by Credit Card, PayPal, ATM or Bank Transfer, instead of a replacement order the client can also opt for a full refund. If the transport service does not accept responsibility, we cannot accept the complaint, meaning that the refund or replacement order will be subject to the above-mentioned terms regarding returned orders for reasons not imputable to RideZone or the transport service.
The client can only cancel the order directly from his/her account as long as it has not yet been paid for and is not already being processed. If these conditions are met, the client can simply access his/her account, click on "My account" and then on "My orders". In the column "Orders history", the client can then select the order to be cancelled, causing all relevant order information to appear in the column "Order details". At the bottom of this order details section (it may be necessary to scroll down), he/she can click on "Cancel order". Once the order is cancelled, the client will receive a confirmation message.
Should the client wish to return one or more items, he/she may do so within 14 days after receiving the order, as long as the product(s) is/are intact, sealed, complete and inside the original package. The package must not have been damaged or tampered with. The client must ensure that the returned item(s) arrive(s) at our premises within 28 days, counting from the day on which the order was delivered.
To exercise his/her right of return, the client will have to contact our Helpdesk service. He/she will need to specify the order number, the description or reference number(s) of the product(s) to be returned, and how the reimbursement is to take place (through the original payment method or via a coupon).
It is up to the client to send the item(s) by registered mail to the following address:
C/ Orilla de la Ria 9
21459 El Rompido
If the client lives in a EU Member State (with the exception of islands), he/she can also use our collection service instead. In this case, besides providing our contact service with the order number and the description or reference number of the product he/she wishes to return, he/she will also need to provide a collection date and address. Collections can be scheduled from Monday to Friday, from 10:00 a.m. to 6:30 p.m. However, it is not possible to schedule a specific time, only a date. If the client is absent on the agreed collection date, no new attempt will be made. Each collection has a cost depending of the box size and its weight that will be deducted from the amount to be reimbursed. Items from different orders cannot be picked up in the same collection.
In case of incomplete or damaged products, products without their original packaging and/or label, or products that present signs of use, returns will not be accepted.
In case of second hand items, returns will be accepted for disagreement in the state of the material. The material will always be checked before the shipment and will be detailed the possible defects or damages that could have. These nonconformities must be notified within 24 hours after receiving the order by the recipient. RideZone will be responsible for the return in all cases unless a posteriori can prove that the product has been altered or used by the customer.
Neither do we accept returns of products as underwear or swimming clothes, or offers or products that were purchased with Points.
If we do receive an item in any of the above mentioned conditions or with the transport service label placed directly on the respective package, the client will lose the right to be reimbursed and will be granted 10 days to have the item(s) picked up from our premises, paying for the collection costs.
We do not exchange items shipped to Non-EU Member States, or to islands. Clients living in Non-EU Member States or on islands can nevertheless return the items they wish and receive the corresponding reimbursement. For further information, please read all details available above under "Returns".
Concerning items shipped to EU Member States, only exchanges of sizes and/or colours of clothing and shoes with the same reference number are possible. In such cases, the exchange and the delivery of the substitute item are completely free.
If the item is no longer available in our store in the desired size and/or colour, he/she will receive a reimbursement as we will not be able to realize the corresponding exchange. As this can in fact be considered a return, the collection cost, if applicable, will be deducted from the amount to be reimbursed.
If the client wishes to exchange an item of clothing or shoes for another item, with a different reference number, he/she will receive a reimbursement and will need to place a new order. As before, this will be considered a return and, if applicable, the collection costs will therefore be deducted off the amount to be reimbursed.
We do not exchange underwear or swimming clothes, nor offers or products that were purchased with Points.
If the client wishes to exchange one or more items of clothing or shoes for a different size and/or color, he/she has 14 days counting from the date on which the original item is received, to contact us. The client will have to specify the order number, the product's description or reference number, and to provide a collection date and address. The collection service is available from Monday to Friday, from 10:00 a.m. to 18:30 p.m. However, it is not possible to schedule a specific time, only a date.
If the client is not home on the agreed collection date, another attempt will not be made, and the costs of the return will then have to be covered by the client.
The client must ensure that the returned item(s) arrive(s) at our premises within 28 days, counting from the day he/she received the item.
There is a limit of one free exchange per order. The client will not be allowed to exchange an item twice. The item can still be returned, but if the client uses our collection service the corresponding costs will be deducted from the amount to be reimbursed.
We do not exchange incomplete or damaged products, products without their original packaging and/or label, or products that present signs of use. If we do receive an item in any of the above-mentioned conditions or with the transport service label placed directly on the respective package, the client will lose the right to be reimbursed and will have 10 days to have the item(s) picked up from our premises, paying for the collection costs.
RIDEZONE will do everything in its power to reimburse the client as quickly as possible. RIDEZONE is however entitled to a maximum reimbursement term of 15 days, counting from the day the product arrives back at our warehouse.
If the payment was made by credit card, the reimbursement will be issued to the account associated with the credit card that was used for the original payment, and it will appear on the client's next bank statement.*
If the payment was made by PayPal, the reimbursement payment will be made to the respective Paypal account and will become available immediately.*
If the chosen payment method was ATM/bank transfer, the client will be asked for the necessary details of the account on which he/she wishes to receive the reimbursement.*
* Please note that the above-mentioned payment methods are not available for every country. To know what payment methods are available for the client's country, please read the information available above, under "Payment Methods".
The client may also choose to be reimbursed through a discount coupon, regardless of the original payment method used.
In case RIDEZONE is liable for the return of the order, we will reimburse the respective shipping costs (e.g. in case of defective products or products different from the ones actually ordered).
However, if an order consisting of several products contains only one defective product, the shipping costs will not be reimbursed.