Refund policy

If you are not fully satisfied with your purchase, we adhere to the rights established by Portuguese consumer protection law (Decree-Law no. 24/2014) and related legislation, which governs consumer contracts, returns, and refunds. Below is an overview of the Portuguese general refund policy.

1. Right of Withdrawal (Article 10 - Decree-Law 24/2014)

As a consumer, you have the right to cancel your purchase within 14 days from the date you receive your product(s) without providing any reason.

• Returns: If you wish to exercise your right to withdraw, please inform us within the 14-day period via email;

• Condition: Products must be returned unused, in the same condition as when received, and in their original packaging. If the product is used, damaged, or incomplete, we reserve the right to refuse the return or issue a partial refund.

• Return Shipping Costs: If the return is due to a change of mind (not a defect), the customer is responsible for the return shipping cost.
  

2. Exceptions to the Right of Withdrawal (Article 17 - Decree-Law 24/2014)

The right of withdrawal does not apply in the following cases:

• Products that have been customized or made to order (e.g. electric bikes and accessories made specific for an ebike).

• Sealed items, such as helmets, accessories, and other safety gear, if opened after delivery for hygiene and safety reasons.

• Digital products or services that have already been used or activated.
  

3. Defective or Damaged Products (Article 6 - Decree-Law 67/2003)

If the bike or accessory you purchased is defective, faulty, or damaged upon delivery, or during the period of use (within the legal warranty period), you are entitled to a repair, replacement, or refund depending on the situation:

• Warranty: The legal warranty covers manufacturing defects for a period of 2 years from the date of delivery. If the item fails to conform to the contract, the customer can choose between a repair or replacement at no extra cost. If neither option is possible, a refund will be issued.

• Procedure: To request a warranty service, you must notify us of the issue immediately from the moment the defect was noticed. After that, we will proceed with a thorough examination of the issue and offer the most suitable solution (repair, replacement, or refund).
  

4. Refund Process

Once a return or refund request is approved, the process will be as follows:

• We will issue the refund within 14 days from the day we receive the returned product or from the day the return is accepted.

• Refunds will be made to the original payment method (credit card, bank transfer, etc.).

• If the customer used a voucher or discount during the purchase, we may refund the amount in the form of a store credit instead.
  

5. Returns Procedure

To initiate a return or refund request, please follow these steps:

1. Contact us: Email us at hello@ciclo-ebikes.com within 14 days of receiving the product.

2. Provide Proof of Purchase: Include your order number and proof of purchase, such as a receipt or invoice.

3. Return the Product: If the return is accepted, send the product back to our store in Porto. Return shipping costs will be your responsibility unless the product is defective.
   

6. Consumer Rights in Portugal

We adhere to the following articles from Portuguese consumer protection law:

• Article 10 (Decree-Law 24/2014): Right of Withdrawal

• Article 6 (Decree-Law 67/2003): Warranty for Consumer Goods

• Article 17 (Decree-Law 24/2014): Exceptions to the Right of Withdrawal

• Article 13 (Decree-Law 24/2014): Return and Refund Conditions

This policy reflects our commitment to customer satisfaction while respecting consumer rights under Portuguese law.

Booking, Check-in related:

• During the booking process, customers are informed of the cancellation policy applicable to their reservation. We always provide a free cancellation option, as we understand plans can change. However, the terms may vary depending on the rate, season, and booking amount.

• Customers arriving after the starting time of the tour risk cancellation of their reservation without the right to a refund or rescheduling.

• If a tour doesn't meet the minimum of 2 participants, we may either reschedule or cancel it. Customers will receive a full refund if the tour is canceled.

Equipment issues during the tour:

• In the event of equipment issues reported at the start of the tour, CICLO will provide a replacement or a full refund.

• If a defect in the electric bike occurs and it cannot be repaired or replaced during the tour, a full refund or rescheduling will be offered.

• No refund will be provided if the bike becomes defective due to customer misuse or damage. In such cases, the customer will be liable for repair and transportation costs.

Health issues, alcohol abuse, or lack of capability

• For the safety of our customers and the integrity of our products, refunds will not be granted in cases where the rider is unable to safely operate the e-bike due to health conditions, alcohol or substance abuse, or a lack of necessary skills or capabilities.

• Additionally, no refund will be provided if the operation of the e-bike under such circumstances results in potential harm to the rider, others, or damage to the e-bike. By accepting participating in the tours, the rider acknowledge their responsibility to ensure they meet the physical and mental requirements necessary to operate the product safely and responsibly.

Age and Height Requirements:

• All riders must be between the ages of 12 and 75 years old. No refund will be granted if the rider is not within this age limit.

• Additionally, riders must meet a minimum height requirement of 150 cm to ensure proper use and control of the e-bike. Refunds will not be issued to individuals who fail to meet these height requirements.

• By participating in our tours, riders confirm they comply with these conditions.

Refunds for Adverse Conditions:

• In the event of adverse weather conditions or safety concerns deemed by CICLO to prevent the activity from proceeding, we will offer a full refund or the option to reschedule.

• All bikes and equipment are inspected before rentals. Customers are encouraged to report any malfunctions or defects before leaving the shop.

• In the event of equipment issues reported at the start of the rental, CICLO will provide a replacement or a full refund.

• During the booking process, customers are informed of the cancellation policy applicable to their reservation. We always provide a free cancellation option, as we understand plans can change. However, the terms may vary depending on the rate, season, and booking amount.

Prohibited Commercial Use Policy

Our rental bikes are strictly intended for personal and recreational use. Any commercial activities, such as using the bikes to organize tours, providing guided services, or re-renting them to third parties, are strictly prohibited. Refunds will not be issued to individuals or entities who attempt to profit from the use of our rental bikes through such activities. By renting from us, customers agree to use the bikes solely for their intended purpose and acknowledge this policy.

Health issues, alcohol abuse, or lack of capability

• For the safety of our customers and the integrity of our products, refunds will not be granted in cases where the rider is unable to safely operate the e-bike due to health conditions, alcohol or substance abuse, or a lack of necessary skills or capabilities.

• Additionally, no refund will be provided if the operation of the e-bike under such circumstances results in potential harm to the rider, others, or damage to the e-bike. By renting the e-bike, customers acknowledge their responsibility to ensure they meet the physical and mental requirements necessary to operate the product safely and responsibly.

Refund Policy: Exclusions for Electric Bikes

Under Portuguese law, customers typically have the right to return products within 14 days of purchase. However, this right does not apply to our electric bikes due to the following specific conditions:

1. Customization:

Each electric bike is customized to meet the specific preferences and needs of the customer, including the choice of frame color, frame size, and transmission type. As these customizations are tailored to individual orders, the bike cannot be resold as a standard product.

2. Usage:

Once delivered, the electric bike is considered used and is no longer in brand-new condition. Any use of the bike, even minimal, significantly affects its value and resale potential.

3. Original Packaging:

The bike is assembled and delivered in person, ensuring it is ready for use. As a result, it is no longer in its original packaging, which is a requirement for exercising the right of return under the 14-day rule.

4. Home Shipping

For bikes shipped to customers, there is no refund policy. All bikes are carefully assembled and thoroughly tested at our facilities to ensure they meet quality and performance standards before shipping. By proceeding with the purchase, the customer acknowledges and accepts the bike’s condition and performance as verified during our testing process.

Additionally, all bikes are shipped using a professional forwarding company and are fully insured during transit. It is the customer’s responsibility to inspect the packaging, including the cardboard box and outer wrapping, upon delivery. Any visible damage to the packaging must be documented and reported immediately to the delivery company and to us. Failure to report such damage at the time of delivery may void the insurance coverage, and we cannot be held responsible for issues arising from unreported shipping damage.

By purchasing our electric bikes, customers acknowledge and accept these conditions, which exclude them from the standard 14-day return policy. This ensures transparency and aligns with the unique nature of our products and services.

We strive to provide clear and fair refund policies for bike accessories, distinguishing between purchases made in-store and online. Below are the specific conditions and examples for each scenario:

1. In-Store Purchases

For accessories purchased in person, there is no general refund policy, as customers have the opportunity to inspect and evaluate the product before purchase. Refunds or exchanges may only be considered on a case-by-case basis with prior agreement.

Examples of when a refund or exchange is not allowed for in-store purchases:

• A helmet purchased in-store and later returned because the customer changed their mind.

• A bike lock purchased and tested but returned due to aesthetic preferences.

• Clothing such as gloves or jerseys tried on in-store and later returned.

Examples of when a refund or exchange may be allowed for in-store purchases:

• The accessory was defective upon purchase and the defect could not have been noticed during inspection in-store (e.g., a faulty zipper on a bike bag or a lock with a broken mechanism).

2. Online Purchases

For accessories purchased online, refunds are allowed under Portuguese consumer protection law but with the following exclusions and conditions:

a. Opened or Used Accessories

Refunds are not permitted if the accessory has been opened, used, or altered after delivery. Examples:

• A helmet that has been worn or shows signs of use (e.g., scratches or sweat marks).

• A lock that has been installed on a bike or shows signs of wear on the key mechanism.

• A set of bike lights with packaging opened and batteries installed.

b. Hygiene and Safety Reasons

Accessories involving hygiene or personal safety are non-refundable once opened or used. This is to ensure the integrity and safety of these products for future customers. Examples:

• Helmets where the protective padding has been removed or shows signs of wear.

• Cycling shorts or padded gear that have been worn.

• Gloves or any apparel with visible sweat marks or odors.

c. Customized or Personalized Items

Accessories that are customized or made to order cannot be refunded, as they are tailored specifically for the customer. Examples:

• Bags with a custom logo or name embroidered.

• Locks engraved with a personal identifier.

• Jerseys or jackets tailored to specific measurements or featuring a personalized design.

d. Damaged or Incomplete Returns

Refunds are not allowed if the returned accessory is damaged, missing parts, or incomplete. Accessories must be returned in their original condition and packaging. Examples:

• A bike bag returned with missing straps or damaged fabric.

• A multi-tool missing components like hex wrenches or screwdrivers.

• A water bottle returned without its original cap or packaging.

e. Accessories Clearly Marked as Final Sale

Refunds will not be issued for items explicitly marked as “final sale” at the time of purchase. Examples:

• Discounted or clearance items such as older helmet models.

• Accessories purchased as part of a promotional bundle where returns of individual items are not allowed.

f. Evidence of Improper Use

Accessories showing evidence of improper use or handling beyond inspection purposes are not eligible for refunds. Examples:

• A saddlebag returned with dirt, grease, or wear marks from installation.

• A lock returned with scratches on the shackle or key mechanism indicating improper use.

• A phone mount showing cracks or signs of over-tightening during installation.

3. Exceptions for Defective Accessories

Refunds, repairs, or replacements are allowed if the accessory is defective or damaged upon arrival, or if a manufacturing defect occurs within the warranty period.

Examples of Defective Items Eligible for Refund:

• A helmet with a broken strap buckle upon delivery.

• A lock with a key mechanism that does not function correctly.

• A bike bag with a torn seam or faulty zipper out of the box.

We will evaluate exceptional cases such as medical emergencies on a case-by-case basis to provide a fair resolution. Please contact us promptly if such situations arise.

For any questions or to request a refund, please contact our team. We’re happy to assist!