Refund and Returns
In conformity with Romanian law (O.U.G. 34/2014), natural persons can return products purchased online without extra charges or discounts, within 14 days from receiving the products, no questions asked. This applies to natural persons only. Only condition is that the product must arrive back to the merchant in it's original condition, accompanied by proof of purchase. Refund only applies to the amount paid for the products. It does not apply to shipping costs.
I case of any item not in its original condition, is damaged or missing parts for reasons not due to our error only partial refund is granted.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please reply to the email we sent you with the refund confirmation. If you don't have that any more send us a message through the Contact Form.
If you ordered the wrong size of Cannier set, we can help you with that. Having ordered the wrong size implies that you could have not mounted the parts on your rack so the parts can not have signs of usage. There are only a few parts of a Cannier set that change with size, so if you opt for an exchange because of size difference, we recommend you to send only the parts affected instead of the whole set, to save on shipping cost.
The size dependent parts of a Cannier set are:
1. The two hooks (without the screws and washers)
2. The two plastic halves of the clamp
It is sufficient to send us back these parts and once we receive it, we will prepare you a package with the size you request. We can only ensure availability of listed sizes. You need to pay for all expenses related to shipping, both ways. Making sure that the returned parts get back to us undamaged is your responsibility.
Reply to the purchase confirmation email to send your request. If you don't have that e-mail any more, contact us through the Contact Form. Mail the products to the physical address given to you in the reply.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, all cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Making sure that the returned parts get back to us undamaged, is your responsibility.
Contact us through the Contact Form with questions related to refunds and returns.