Customer Service / Returns

Returns

Are you not fully satisfied with your order? No problem!
Probikeshop is always here to help you find a solution!

There are several ways for you to return items.

 

 

France
Returns

 

Metropolitan France,
excluding bulky items*.

 

Swiss
Returns

 
 

 

Mondial Relay returns
€ 2
Mondial Relay

Metropolitan France, excluding bulky items*

 

A practical service for simpler and faster returns!

You can return your items from any delivery point on their network.

 
Important: You may not use this option to return a bulky item* or items that were issued from an order including a bulky item*. (If that is the case then please follow our standard return procedure).
 
To return the item with Mondial Relay, simply follow the steps listed below.

1.Prepare your package

  • Make sure that each item is new (does not show signs of use), complete, and in its original packaging;
  • Check that the packaging and wedges fully protect the items so that they are returned to us in a good state;
  • Print your order bill (available at: My Account > My Orders) and slip it in your package

2.Register your returned item

  • Register your return with Mondial Relay by clicking here and filling out the form according to the instructions;
  • Print the label that is generated during the registration process and stick it on your package.

3.Drop off your package at the Mondial Relay delivery point

  • Find the most suitable delivery point on the Mondial Relay website;
  • Drop off your package at your chosen delivery point and let the agent know that it is a return.

Probikeshop advice: keep a proof of your shipment and its tracking number.

4.Probikeshop handles my return

  • We receive your package, we will then handle your returned item and we will inform you on how your request is being processed.
  • If your return complies with our return policy then you shall receive a refund as soon as possible**.

*The following items are considered as bulky: frames, balance bicycles, home-trainers, wheelsets, workshop stands, bike carriers, trailers for kids, suitcases and full bikes.
** If you paid by card or Paypal: it will take approximately 48 h from the date of the refund confirmation before the money is credited back to your account.

 
However, if you prefer to choose another haulier, please refer to our standard return procedure below.
 

 

Return Bike for FREE
with France Express France Express

Only in Metropolitan France and only for bike kit 80% or full bikes*

 

You can now return your bike from your home for free.

 
Important: option not available for bulky items* returns or if the concerned bike is from an order containing bulky items*. In these cases, please follow our standard return way.
 
To return the bike with France Express, simply follow the steps below.

1.Contact Probikeshop
Customer Service

  • To request a pickup and indicate the date / time at which I am available to receive the carrier.
  • Probikeshop confirms to me by email the date of the removal as well as the tracking number..
    The proposed slot will be half a day (morning or afternoon).

2.Prepare
my package

  • I make sure that every bike is new (no trace of use), complete and in its original packaging;
  • I check that the packaging and the rigging perfectly protect the bike(s) so that it(s) arrive(s) in good condition;
  • I enclose the delivery note
  • I close the package and I write the following address
    Probikeshop - E-Prolog
    135 rue Marcel Mérieux
    69970 CHAPONNAY - FRANCE

Probikeshop advice: keep a proof of your shipment and its tracking number.

3.Probikeshop
handles my return

  • We receive your package, treat your return and we inform you of the consequences that we give to your request.
  • If your return is correct, the refund will be made as soon as possible**.

Important

  • You have 30 days from the date of reception to return the bike(s)
  • In both cases, you are liable for the shipment costs of your returned item.
  • You are responsible for the packaging and the delivery of the package containing the returned item
  • Any returned item that does not comply with our return policy will automatically be sent back to you.
 

If you have any questions on the returns procedure, please contact our Customer Services.

** If you paid by card, Paypal or prepaid card, it will take approximately 48 h from the date of the refund confirmation before being credited back to your account;
If you paid by Internet bank transfer, please send us an e-mail with your IBAN and BIC codes so we can process the refund;
If you paid by cheque, you shall be refunded by cheque;
If you paid by cash on delivery then you cannot be reimbursed by cash. Our Customer Services will inform you of the refund method (cheque or bank transfer).

 

 

Standard returns

 

If the order related to the return contains a bulky item* (even if the item you are returning is not a bulky item) then you must use the following standard procedure to return your item.

 
Also, if the Mondial Relay Service is not suitable and you want to send us your item using another service then you can also return your item using this procedure.

1.Prepare
your package

  • Make sure that each item is new (does not show signs of use), complete, and in its original packaging;
  • Check that the packaging and wedges fully protect the items so that they are returned to us in a good state;
  • Print your order bill (available at: My Account > My Orders) and slip it in your package.

2.Ship your
returned item

  • Send your package to the following address:
    Probikeshop - E-Prolog
    135 rue Marcel Mérieux
    69970 CHAPONNAY - FRANCE

Probikeshop advice: Keep a proof of your shipment and its tracking number.

3.Probikeshop
handles my return

  • We receive your package, we will then handle your returned item and we will inform you on how your request is being processed.
  • If your return complies with our return policy then you shall receive a refund as soon as possible**.

Important

  • You have 30 days from the date of reception to return the bike(s)
  • In both cases, you are liable for the shipment costs of your returned item.
  • You are responsible for the packaging and the delivery of the package containing the returned item
  • Any returned item that does not comply with our return policy will automatically be sent back to you.
 

If you have any questions on the returns procedure, please contact our Customer Services.

 

*This offer is only valid in Metropolitan France. It does not include bulky items or items that were issued as part of an order that included a bulky item. The following items are considered as bulky: frames, balance bicycles, home-trainers, wheelsets, workshop stands, bike carriers, trailers for kids, suitcases and full bikes.

**If you paid by card, Paypal or prepaid card, it will take approximately 48 h from the date of the refund confirmation before being credited back to your account;
If you paid by Internet bank transfer, please send us an e-mail with your IBAN and BIC codes so we can process the refund;
If you paid by cheque, you shall be refunded by cheque;
If you paid by cash on delivery then you cannot be reimbursed by cash. Our Customer Services will inform you of the refund method (cheque or bank transfer).

 

 

Standard returns from Swiss

 
If the order related to the return comes from Swiss, you must use the following procedure to return your item.

1.Contact Probikeshop
Customer Service

To obtain a return number and label.

2.Prepare
your package

  • Make sure that each item is new (does not show signs of use), complete, and in its original packaging;
  • Check that the packaging and wedges fully protect the items so that they are returned to us in a good state;
  • Print the label and stick it on your package;
  • Drop off your package at the Post Office.

3.Probikeshop
handles my return

  • Once your package has been received, we will handle your returned item and we will inform you on how your request is being processed.
  • If your return complies with our return policy then you shall receive a refund as soon as possible**.

Important

  • This offer is only valid in Switzerland
  • You have 30 days from the date of reception to return an item.
  • You are liable for the shipment costs of your returned item. (CHF 8.- for standard items and CHF 18.- for bulky items).
  • You are responsible for the packaging and the delivery of the package containing the returned item.
  • Any returned item that does not comply with our return policy will automatically be sent back to you.
 

*The following items are considered as bulky: frames, balance bicycles, home-trainers, wheelsets, workshop stands, bike carriers, trailers for kids, suitcases and full bikes.
**If you paid by card or Paypal: it will take approximately 48 h from the date of the refund confirmation before the money is credited back to your account.

 

 

Order error

 

Send photos of the product in question, clearly showing the problem, as well as of the package you received, to reclamation@probikeshop.frDescribe the condition the package is in : has it been damaged, opened or taped up by the transporter?

Also send us any reference (bar code, supplier number) you might find on the product or its packaging.

 

 

Warranty

Length

At least one year on all our products except:

  • consumables, parts subject to wear and tear such as brake pads, brake blocks, bearings, cables, chainring covers, chains, cassettes... ;
  • if used unsuitably:
    • Tyres : pressure, fixing, inappropriate conditions...
    • Suspension : Pressure, maintenance, pressure washing, build-up of mud, dust, various debris...
    • Frame : Unsuitable use, pressure washing, maintenance of bearings and joints...
    • Wheels : Unsuitable use, pressure washing freewheel maintenance, bearings...
    • Peripherals : Correct use of the torque wrench...
    • Transmission : Maintenance, lubrification, cleaning...
    • Brakes : Bleeding, pad or disc contamination, pressure washing
    • Clothes : Not following wash instructions...
  • Damages that the product description specifically states may occur.
  • Faults and their consequences due to the intervention of the Buyer or of a repairer : interfering with the fork, rear shock (disassembly), hydraulic brakes (disassembly, bleeding), wheels (disassembing the tension or hubs).
  • Faults and their consequences linked to unsuitable use of the product (professional or collective use...).

Claiming under warranty

Please send us an email at contact@probikeshop.com, describing your problem as well as exactly how it occurred. The more details you give us (precise written description, photos, video), the better.

 

Steps in dealing with your claim:

  1. The "You" step

    You send us your claim via email.

  2. The "Probikeshop" step

    Probikeshop (our warranty department) deals with your claim.

    If your claim is valid, you will receive a confirmation email telling you what to do next : send your details, return number and documents to send.

    Claims are sent at the customer's expense.

    To make dealing with your claim easier, send us your package's tracking number.

  3. The "Supplier" step

    Our supplier deals with and has the final decision on your warranty claim : replacement, repair, repair on estimate, refund, no claim.

    In case of repair on estimate, you will of course be consulted to accept it.

    We follow-up every current claim several times a week with our suppliers.

    We keep you up to date on any new information on how your claim is progressing.

    Do not contact the supplier directly to find out about the claim we are dealing with. The only contact you should have is with Probikeshop.

  4. The "Probikeshop" step

    Probikeshop receives the result of the claim from the supplier.

  5. The "You" step

    We notify you of the supplier's decision on your claim.

    If the product has to be resent, this will be at our expense.

 

 

Disclaimer

 

The products sold by www.probikeshop.com conform to current French legislation.

www.probikeshop.com will not be held responsible for contract nonfulfilment if a product is out of stock or unavailable; in case of force majeure ; disruption ; full or partial strike action, especially by postal services, transport and/or communications.

www.probikeshop.com will not be held responsible for any indirect damages which may arise from purchasing a product.

www.probikeshop.com will neither be held responsible for, nor refund, nor give compensation for, products rendered unusable, either whole or in part, due to incompatible equipment.

The www.probikeshop.com website also contains information from third parties and links to other websites. www.probikeshop.com will under no circumstances be held responsible neither for damage resulting from the use of, access to or inability to use this third-party information ; nor the content of external websites.

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