- After your return is processed, you’ll receive a refund within 3 working days on the original payment method used. For more info, read our refund policy below.
- Sometimes, the Track & Trace information shows we’ve received your return, but you haven’t received an email confirmation yet. We strive to process your return within 48 hours. This excludes Saturdays and Sundays.
- We cannot accept returned products with visible traces of usage, missing parts or a missing / damaged original packaging. In these cases, we’ll send the product back to you.
Holidays return policy
During the festive season we have an extended returns policy. You now have up until 31 January 2022 to return orders placed between 1 and 24 December 2021, so you don't have to worry about being able to return items that aren't exactly what you wanted. You'll receive a refund via the original payment method.
Please note: The extended returns policy only applies to products that are unused and still in their original packaging. Products with a '30 day satisfaction guarantee' label or a 'guaranteed fit' label that have been tested or tried out unfortunately do not fall under the extended returns policy -the normal 30 day return period applies to these products.
Conditions & exceptions
Not sure if your product can be returned? Then view the return conditions and exceptions. Still not quite sure? Contact us.
- All goods must be unused, unopened, inactivated, in a saleable condition and in their original packaging with all labels still attached.
- Returning an item is possible up until 30 days from the date mentioned on the purchase invoice;
- The product is complete, unused, undamaged and in the original packaging;
- When the return concerns a combined deal or a bundled product, it’s only possible to return the complete combined deal or bundle.
Exceptions which cannot be returned:
- Items or products with signs of usage or mounting;
- Products that have been opened or unsealed
- Items or products with missing or damaged original packaging;
- Products with software of which the seal has been broken;
- GPS devices that have been registered or used;
- Clothing that has been washed or shows signs of use;
- Products that cannot be returned for health or hygiene reasons;
- Products that have been registered to your name
- Products that are clearly personal in nature;
- Products that spoil or age quickly;
- Products that are custom made for you, ordered on demand, not in stock and pre-ordered on your request;
- Products returned in an unsatisfactory condition;
Refunds (if applicable)
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 applicable)
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 contact us at firstname.lastname@example.org.
Exchanges (if applicable)
We do not exchange products. We want to ensure you receive a product as quickly as possible. To make this possible, you can instead return a product and place a new order for the right product immediately.
You’ll get a refund for the returned item within 3 working days after we’ve received and processed your return.
To return your product, you should mail your product to:
Cigala Cycling Limited
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, the cost of return 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.
You must consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please note that for faulty goods we will arrange the shipment back to us.
However, please also note that packages, during shipping, might get damaged due to nature outside our control or even the courier control (road conditions, weather, warehousing conditions, handling, human error).
When receiving a package, and signing off to the courier the receival of the package you automatically accept the conditions.
If you realise afterwards that the product inside the package is damaged, please notify us a soon as possible so that we can get in touch with the courier.
However, please note the if only the outside box is damaged and the product is in immaculate conditions, couriers nor ourselves take responsibility once the box has been accepted and signed during delivery.
Canceling an order
If you want to cancel an order before we have dispatched, please email us at: email@example.com
Please note that we pride ourselves on our quick turnaround time, this does mean there is only a small window to cancel your order. If you notice a mistake please cancel as soon as possible to avoid disappointment.
Although we will try our best to assist you we cannot guarantee we will be able to stop your order in time to prevent it from being dispatched.
Orders that have already been processed and dispatched can be canceled within 14 days of being received and must then be returned to Cigala Cycling Reail within a further 14 days as per your consumer rights.
You have rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which state that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund. You have the right to cancel this contract within 14 days from delivery without giving any reason. This right does not apply to any customised or personalised goods bought through our website. To exercise this right please contact us prior to the expiry of the cancellation rights period.
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). However, you are responsible for paying the return delivery charges.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
14 days after the day we received back from you any goods supplied; or
(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
Once the order has been canceled you will receive a confirmation email. If not dispatched orders that have been paid at checkout will be automatically refunded, any other payment methods would not have been charged so would not be due a refund. Orders that have been dispatched will be refunded at the point the good are received back with us. Unfortunately orders that have been canceled cannot be reactivated, so if you change your mind, please place a new order in the usual way.
Cigala Cycling is a retailer, not a wholesaler. Our aim is to inspire everybody, every day and everywhere to experience the joy of sport, not to act as a wholesaler supporting B2B sales. As such, we reserve the right to cancel excessive orders of individual products without notice. Please contact customer service for further information on this matter.
When you place a pre-order with us, we contact the appropriate distributor and place the order. If the item is available, we will then get order confirmation which we then confirm with you, along with the ETA. At this point, we have committed to the pre-order and can no longer cancel the item without penalty. Therefore, please be very sure when placing your pre-order as there are cancellation fees incurred if you change your mind. The cancellation fee for a pre-order is equal to 30% of the total amount, which for some orders of large amounts such as bikes, that is the non-refundable deposit that is required when placing the pre-order.
Estimated Time of Arrival (ETA)
ETA's can vary and are not guaranteed arrival date. We list the date given by manufacturer, but delays can and do happen. We cannot cancel your pre-order, even if delays are substantial, so please take this into account when ordering. We regularly update the product listing with the latest ETA. Keep an eye on the listings after you order to see when your product is due to arrive.
Settling a Pre-Order When It Arrives
When your item arrives we will contact you to settle any balance due and arrange shipping.
Orders must be settled within 7 days of the product coming into stock. Failure to settle within this period may mean you lose your pre-ordered item.
Prices quoted can be subject to change as items are only billed by manufacturers when they ship to us. We do everything we can to give you an accurate buy price, but pre-orders that are far away can vary in price if exchange rate varies from now until then.
Postage fees can also vary depending on the size of the product, type of shipping and number of boxes required. We suggest you pre-order each item individually as that way each pre-order's postage is paid separately and can ship as it comes into stock.
KICKR BIKE Return Terms & Conditions
Because of the size and weight of the KICKR BIKE, when returning KICKR BIKE (New, inactivated) due to changing your mind, you will be charged a restocking fee of €225. This fee is inclusive of the costs associated with any packing material to secure the KICKR BIKE for return shipment. You will be responsible for paying for your own shipping costs for returning the item.
REFUND/CANCELLATION POLICY CYCLING HOLIDAYS
Valid until 31/12/2023
Deposits for cycling holidays are not refundable.
Outstanding balance is due 31 days before the trip.
If you paid the full balance before the 31 days, you can still get the refund (expect for the deposit) if is communicated in writing at firstname.lastname@example.org