Refund policy

This policy describes your rights regarding returns and refunds when purchasing from ALUGEAR. It covers three separate pathways: your statutory right of withdrawal (14 days, EU consumers), our commercial return policy (30 days), and the legal guarantee of conformity (2 years). Each is independent — your rights under one do not limit your rights under another.

Part A — Right of Withdrawal (14-Day Cooling-Off Period)

This part applies to Consumers only (natural persons acting outside their trade or profession). Business Customers do not have a statutory right of withdrawal.

Your right

As a Consumer, you have the right to withdraw from the sales contract within 14 days of the day on which you (or a person indicated by you, other than the carrier) receive the Goods, without giving any reason. This right is granted by the EU Consumer Rights Directive 2011/83/EU and the Polish Act on Consumer Rights of 30 May 2014.

Please note: The 14-day withdrawal period starts from the date you receive the Goods — not from the date you placed the order. Because most ALUGEAR products are made to order (with a Processing Time of up to 10 Working Days before dispatch), there may be a period between order placement and delivery during which your product is being manufactured. The withdrawal right begins only once you have the Goods in hand.

How to withdraw

To exercise your right of withdrawal, you must notify us by a clear statement sent to:

ALUGEAR ENGINEERS Sp. z o.o.
Email: support@alugear.com
Address: ul. Wernera 12, 32-050 Borek Szlachecki, Poland

Effects of withdrawal

ALUGEAR will refund the full purchase price, including the cost of standard delivery (if applicable). If you chose a delivery method more expensive than the least costly standard delivery offered, ALUGEAR is not obliged to refund the supplementary delivery costs.
The refund will be issued without undue delay, and in any event no later than 14 days from the date on which ALUGEAR receives the returned Goods or the Customer provides evidence of having sent them back, whichever is earlier.
The refund will be made using the same payment method as the original transaction, unless you expressly agree otherwise. No fees will be charged for the refund.

Returning the Goods

You must send the Goods back without undue delay, and in any event no later than 14 days from the day on which you communicate your withdrawal. The Customer bears the direct cost of return shipping.

Diminished value — important notice for cycling components

You are entitled to handle the Goods only to the extent necessary to establish their nature, characteristics, and functioning — in the same way you would in a physical store (for example, inspecting the chainring, checking the tooth profile and finish, verifying the BCD or direct-mount interface).

Mounting a chainring onto a crankset or spider, test-riding the product, or using the Goods in a way that goes beyond this assessment constitutes use that may diminish the value of the Goods. In such cases, you remain entitled to withdraw, but you will be liable for the diminished value, which may amount to up to 100% of the purchase price depending on the condition of the returned product.

Made-to-order products and the right of withdrawal

ALUGEAR products manufactured to standard specifications listed on the product page (e.g., a 50T round chainring for Shimano 110 BCD 4-bolt) are not considered custom or personalised goods, even though they are manufactured after the Order is placed. The Consumer's 14-day right of withdrawal applies to these products in full.

Only products made to the Customer's own non-standard specifications (e.g., custom engravings or bespoke modifications not listed in the Store) are excluded from the right of withdrawal, in accordance with Article 16(c) of Directive 2011/83/EU.

Cancellation during Processing Time

If you wish to cancel an order while the product is still being manufactured (i.e., during the Processing Time, before dispatch), you may do so by emailing support@alugear.com. We will confirm whether cancellation is possible. Cancellation during the Processing Time is handled as a pre-dispatch cancellation (see Terms of Service, § 4.5), not as a withdrawal — meaning you do not need to wait for delivery before requesting cancellation.

Part B — ALUGEAR Commercial Return Policy (30 Days)

This is ALUGEAR's voluntary commercial return policy. It operates in addition to — and does not limit — your statutory right of withdrawal (Part A) or the legal guarantee of conformity (Part C).

Return window

ALUGEAR accepts returns of Goods within 30 days of delivery, provided the Goods:

Have not been installed, mounted, or used on a bicycle;
Are not damaged and are in original, resalable condition;
Are returned in their original packaging with all included accessories and hardware.

How to initiate a return

Email support@alugear.com stating your Order Reference and the reason for the return.
Our support team will provide you with a return authorisation and shipping instructions.
Ship the Goods to the address provided, at your expense, using a trackable shipping service.

Exchanges

ALUGEAR does not offer direct exchanges. If you wish to exchange a product for a different size, colour, or model, please return the original item and place a new order.

Refund processing

Refunds are processed within 5 Working Days of receiving and inspecting the returned Goods. The refund covers the purchase price of the Goods. Original shipping costs are non-refundable under this commercial policy (the statutory rules in Part A apply separately).

Part C — Legal Guarantee of Conformity (Defective Goods)

If you received a defective product or a product that does not conform to the contract, your rights are governed by the 2-year legal guarantee described in § 9 of our Terms of Service and by our 1-year commercial warranty described in § 10.

In summary:

2-year legal guarantee: If Goods are defective or not as described, you are entitled to repair, replacement, price reduction, or full refund (at your choice). For defects appearing within the first 12 months, it is presumed the defect existed at delivery.
1-year ALUGEAR commercial warranty: Covers defects in materials and workmanship. Does not cover normal wear, crash damage, improper installation, or use with incompatible components.

To report a defect or make a warranty claim: Email support@alugear.com with your Order Reference, a description of the issue, and photographs. We will respond within 14 days.

Non-EU Customers — Returns from Outside the EU

If you are returning Goods from a non-EU country, please note:

The Customer bears all return shipping costs and is responsible for any customs paperwork required for the return shipment.
Any customs duties or taxes that ALUGEAR is charged upon receiving the return parcel will be deducted from the refund.
We recommend marking return parcels as "Returned goods" on the customs declaration to minimise duty.

Refused Delivery / Return to Sender (Non-EU Orders)

If a parcel is returned to ALUGEAR because the Customer refused delivery or failed to pay customs charges at the destination, the Customer will be refunded the product price minus: (a) any customs duties or carrier fees borne by ALUGEAR as a result of the return, and (b) actual return shipping costs.

Quick Reference Table

Scenario	Policy	Time limit	Who pays return shipping?
Changed my mind (EU consumer)	Part A — Right of Withdrawal	14 days from delivery	Customer
Changed my mind (uninstalled product)	Part B — Commercial Return	30 days from delivery	Customer
Want to cancel during manufacturing	Pre-dispatch cancellation	Before dispatch (during Processing Time)	N/A — product not yet shipped
Product is defective / not as described	Part C — Legal Guarantee	2 years from delivery	ALUGEAR
Manufacturing defect	§ 10 Commercial Warranty	1 year from purchase	Customer (ALUGEAR covers replacement shipping)

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