Return & Refund Policy

Return & Refund Policy

We want you to be satisfied with your purchase from Martes Bike.

This Return & Refund Policy explains how to request a return, exchange, or refund.

Nothing in this policy limits any mandatory consumer rights that apply to you under the laws of your country.

Return Period

Customers may request a return within [14/30] days from the date of delivery, subject to the conditions described below.

For customers located in jurisdictions where a mandatory statutory withdrawal or cooling-off period applies, those statutory rights will apply.

Eligibility for Returns

To be eligible for a voluntary return, the product should generally:

  • Be unused or only handled to the extent necessary to inspect the product;

  • Be in its original condition;

  • Include all original accessories and components;

  • Include the original packaging where reasonably possible;

  • Not have been damaged through misuse, accident, improper assembly, or improper maintenance.

Certain products may be excluded from voluntary returns where permitted by applicable law.

How to Request a Return

Before sending anything back, contact:

Email: [support@martes-bike.com]

Please provide:

  • Order number

  • Customer name

  • Product name

  • Reason for return

  • Photos, if applicable

We will provide return instructions if the return is approved.

Do not send a product to an address other than the return address provided by Martes Bike.

Return Shipping Costs

For voluntary returns due to a change of mind, the customer may be responsible for return shipping costs unless otherwise stated.

If the product is defective, damaged upon arrival, incorrect, or otherwise covered by a legal remedy or warranty obligation, Martes Bike will determine the appropriate shipping arrangement in accordance with applicable law and the circumstances of the case.

Product Condition

Customers are responsible for taking reasonable care of products while they are in their possession.

Where permitted by applicable law, a reduction in refund amount may apply if a returned product has been used or handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality.

Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for voluntary return, including:

  • Products customized specifically for the customer

  • Products made to customer specifications

  • Products that cannot be returned for hygiene or safety reasons after being unsealed

  • Products damaged through misuse

  • Products altered or modified by the customer

Mandatory statutory rights are not affected.

Refunds

Once a returned product has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will generally be issued using the original payment method.

The time required for the refund to appear in your account may depend on your bank or payment provider.

Refund Timing

After we approve a refund, please allow [5–10 business days] for the payment provider or bank to process the refund.

Exchanges

If you wish to exchange an item, please contact Customer Support.

Depending on inventory availability, we may offer an exchange, replacement, store credit, or refund.

Damaged or Incorrect Products

If you receive a product that is damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible.

Please provide photographs or videos showing the issue.

We may offer, depending on the circumstances:

  • Replacement

  • Replacement parts

  • Repair

  • Refund

  • Other remedy required by applicable law

Return Address

Returns should only be sent to the address provided by Martes Bike after your return request has been approved.

Return Address:

[Martes]

[Return Address]

[City, Postal Code]

[Italy]

Contact

For return or refund requests:

Email: [support@martes-bike.com]