Return policy and warranty
We kindly appreciate your passion about quality bicycle products!
We want each of our customers to enjoy their buying experience and to receive the best possible service quality, so we do our best to ensure that you will get what you expect from us.
However, if on some occasion you are disappointed with the quality of products received or service provided, this is what we can guarantee you:
You are eligible to return an unused product in its factory packaging within 30 days after receiving it for a full refund;
If the product you ordered was damaged during transportation, we will send it again (please provide us with digital images proving the damage within 3 days after receiving your order) or fully refund you;
If the product you ordered was not delivered within 45 days after the shipping date (the shipping date is the date of receiving a shipping email notification from us with the tracking number), we will send your order again or fully refund you;
Under the rules of VISA/MasterCard in case we provided a service or sold goods of poor quality, payment may be returned to the bank card from which payment was made. The refund is always checked by our administration.
ALUGEAR keeps improving its existing products to ensure that they are without any defects or technical failures, but in case you noticed any issues that make it impossible or difficult to use our product, we will replace it within 1 year after purchasing date for the following reasons:
The product failure was not caused by the physcial impact on the product by customer’s actions (e.g. accidentally hitting a rock with a chainring or derailleur cage, that caused its failure);
The product has been properly maintained and used on a bicycle with the components that are compatible with the product by the manufacturer’s technical documentation;
Wear and tear of aluminum parts and the anodized coating are treated as normal behavior, thus are not covered by warranty (e.g. scratched off anodizing resulting from tightening the axle into the frame).
We guarantee that the products we ship to you are without any defects (that does not include special offers, when the customer is informed about the existing product defects) and can be used with equipment mentioned in the products’ description.
All warranty claims are to be considered individually, so if you have any questions or claims that you would like to question us about, please email them to our customer support at: [email protected]