Order Information

 

Exchanges

1. Nature of the exchange policy

UNOBIKE offers a commercial size exchange policy for certain products, without prejudice to the legal right of withdrawal and the legal warranty of conformity.

The size exchange does not replace or limit the legal rights of the consumer.

2. Prior information and costs

Before purchasing, the customer must consult the size guide, the product file and the recommendations published on the website.

When the size exchange is available, UNOBIKE will inform of the applicable conditions, including whether the first exchange has a cost, the costs of new shipping, the possibility of exchanging for another product and the price differences that must be settled.

The costs will depend on the amount of the garment, the place of shipment and collection, the weight, volume and availability of transport. The customer may consult the conditions at ventas@unobike.com, on the telephone 966 335 599 or on 654 110 069.

If the replacement product has a higher price, the customer must pay the difference before the new shipment. If it has a lower price, UNOBIKE will refund the corresponding difference.

3. Product conditions for exchange

The product subject to exchange must be returned in its original packaging, without use other than reasonable size testing, without deterioration, without manipulation that affects its new commercialisation and with labels, accessories and original documentation.

If the product does not meet these conditions, the commercial exchange will not be admitted and the customer will assume the corresponding return or resending costs.

4. Deadlines and procedure

The customer must request the exchange within the period indicated on the website or, in its absence, within fourteen (14) calendar days following the receipt of the order.

The request shall be made through the contact form or by email to ventas@unobike.com.

UNOBIKE will confirm the conditions of the exchange and will not carry out the new shipment until receiving and verifying the returned product.

Exchanges shall be subject to stock availability. They shall not apply to customised products, clearance products, products with special sales conditions or products expressly excluded from this policy, unless expressly indicated otherwise.

5. Exchanges outside the Peninsula, non-peninsular territories and international destinations

For exchanges with origin or destination outside the Peninsula, Balearic Islands, Canary Islands, Ceuta, Melilla, non-peninsular territories or international destinations, the customer will assume the costs of transport, return, importation, exportation, clearance, DUA, duties, taxes or customs charges that correspond.

 

 

Product Returns and Right of Withdrawal

In accordance with Article 108.1 of the LGDCU, the customer shall bear the direct cost of returning the goods. The customer may manage the shipment by their own means or request UNOBIKE to collect, in which case the rates applied by the carriers to the company at that time shall apply.

1. Voluntary commercial returns

UNOBIKE may establish commercial campaigns or extended return policies for certain products, periods or promotions.

When an extended commercial return exists, UNOBIKE will expressly inform of its period, included products, conditions and limitations. This policy shall be additional to the legal right of withdrawal and shall not replace it.

2. General return procedure

To initiate a return, exchange, incident or withdrawal, the customer must contact UNOBIKE Customer Service in advance.

UNOBIKE will indicate whether the return is processed by transport managed by UNOBIKE or by the customer’s own means.

Any return must be made with prior knowledge of UNOBIKE and following the instructions provided. UNOBIKE will not assume costs or incidents arising from returns made without prior communication or outside the indicated procedure.

3. Legal right of withdrawal

When the customer has the status of consumer or user, they may withdraw from the contract within fourteen (14) calendar days from the receipt of the product, without the need to justify their decision.

The customer must communicate the withdrawal by means of an unequivocal declaration sent to UNOBIKE by email, enabled form or any other reliable means.

The right of withdrawal does not imply the right to use the product. The customer may carry out the checks they would do in a physical store. In the case of products that show assembly marks, tool marks on screws, fuel residues or dirt, the product will suffer a depreciation that will be deducted from the refund amount, which may reach 100% of the value if the product is no longer suitable for sale as new.

4. Refund

In the event of valid exercise of the right of withdrawal, UNOBIKE will refund all payments received from the customer, including the price of the product and the initial delivery costs.

If the customer selected in their purchase a more costly delivery modality (e.g. urgent or special shipping), UNOBIKE will only refund the amount equivalent to the cost of ordinary or standard shipping offered, and the customer must assume the difference in cost of said voluntary choice.

The refund will be made without undue delay and, in any case, within fourteen (14) calendar days from when UNOBIKE is informed of the decision to withdraw. However, in accordance with Art. 107.3 of the LGDCU, UNOBIKE may withhold the refund until having received the product in its warehouses or until the customer presents proof of return (e.g. collection slip), whichever condition is met first.

5. Return costs

The customer shall bear the direct return costs of the product, unless UNOBIKE has expressly agreed to bear them.

If the customer requests that UNOBIKE manages the collection or return transport, the cost of said service shall also be borne by the customer. UNOBIKE will inform in advance of the amount and will deduct it from the refund when the customer accepts said management.

6. Condition of the returned product

The product must be returned in correct condition, with its packaging, accessories, manuals and other included elements, without damage or signs of use other than those necessary to verify its nature, characteristics and operation.

If the product shows assembly, installation, improper use, blows, scratches, dirt, deterioration, missing accessories or any other circumstance that diminishes its value due to causes attributable to the customer, UNOBIKE will deduct from the amount to be refunded the depreciation actually caused, after a reasonable assessment of the condition of the goods.

In voluntary commercial returns other than legal withdrawal, the product must be returned in its original condition and suitable for new commercialisation, in accordance with the conditions reported for each case.

7. Products excluded from withdrawal

The right of withdrawal will not be admitted in the cases legally excluded.

In particular, it shall not apply to products made according to customer specifications or clearly customised, products that may deteriorate or expire quickly, sealed products not suitable for return for reasons of health, hygiene or safety once unsealed, or goods which, by their nature, are inseparably mixed with others after delivery.

Some examples of customised products: Shock absorbers Öhlins / YSS, seats, tank covers, brake hoses or parts requested exclusively or out of catalogue.

The specific request of an article for a customer will only exclude withdrawal when, by its characteristics, nature or supply conditions, it actually fits into one of the legal cases of exclusion.

8. Defective product or lack of conformity

If the product presents defects, original damage or lack of conformity, the customer must communicate it to UNOBIKE as soon as possible.

 

 

Payment Methods

 

UNOBIKE enables on the website the payment methods detailed below. The customer may choose the one that best suits their needs during the order finalisation process.

1. Payment by card and other immediate electronic means

Payment will be processed exclusively through the secure system of the collaborating banking entity. The purchase process will link directly to the bank’s payment gateway using a secure protocol (HTTPS), guaranteeing that UNOBIKE does not store or retain the customer’s bank details.

• Validation: The charge to the card will be made at the moment the customer validates the operation.

• Security: For fraud prevention reasons, UNOBIKE reserves the right to reject any operation made with a card if there are indications of lack of security or inconsistency in the data.

2. Bizum

The customer may make the payment using their mobile phone number linked to this service. The operation will be validated according to the security protocol established by the customer’s banking entity (Bizum key or in-app validation), with the order being subject to said authorisation.

3. Bank transfer

If this method is chosen, the customer will receive by email the confirmation of the order together with the necessary bank details (IBAN and BIC/SWIFT) to make the deposit.

• Order validation: The order shall not be considered effective or processed until UNOBIKE verifies the full receipt of the amount in its bank account.

• Delivery times: The calculation of the delivery period will begin to count from the date of validation of the deposit.

• Instructions: It is mandatory to indicate the order number in the transfer concept to avoid delays in payment identification.

4. PayPal and deferred or instalment payments (Sequra, Aplazame…)

PayPal

UNOBIKE allows the use of PayPal to formalise the purchase. Payment validation will be carried out under the secure and encrypted computer system of said provider, governed by its general terms of use.

 

Instalment or Deferred Payment (seQura)

The customer may choose to pay their purchase in instalments according to the modalities offered by seQura (Split in 3 with no costs or Instalment Payment).

• Operation: At the time of purchase, the first instalment will be paid, and the rest of the instalments will be charged automatically to the designated card on a monthly basis.

• Approval: The granting of financing is subject to immediate approval by seQura after analysis of the minimum required data.

• Privacy: The processing of data linked to financing will be governed by the [seQura Privacy Policy].

5. Payment security

Access to all payment gateways is made through secure connections managed directly by the chosen financial service providers. UNOBIKE does not store complete bank data, limiting itself to keeping those strictly necessary for the administrative management of collection, resolution of incidents or processing of refunds in case of withdrawal or warranty.

 

 

Delivery Times

UNOBIKE will prepare and dispatch orders within a reasonable period from when it actually has the product available, whether from own stock or upon receipt from supplier.

The deadlines indicated on the website are estimated unless a binding date or deadline is expressly indicated.

If nothing else has been agreed, UNOBIKE will deliver the product without undue delay and within the maximum legal period applicable.

If there is a significant delay, lack of availability or impossibility of delivery, UNOBIKE will inform the customer. The customer may accept a new reasonable date, keep the order or terminate the contract with refund of the amounts corresponding to the affected order.

Incidents of suppliers or carriers may affect the delivery time, but shall not by themselves entail an automatic exclusion of liability towards the consumer when the law attributes said liability to UNOBIKE.

 

Shipping Costs

Shipping costs shall be calculated for each order based on destination, weight, volume, product characteristics, available transport method, operational availability in the delivery area and rates of the transport companies contracted by UNOBIKE.

The amount of shipping costs will be shown to the customer before the final confirmation of the order and before accessing the payment gateway. Confirmation of the order implies acceptance of the transport amount shown for that specific order.

For certain destinations, products or special circumstances, the shipping cost may require specific calculation. In that case, UNOBIKE will inform the customer of the exact cost before dispatch. If the customer does not accept said cost before shipment, they may cancel the affected order with refund of the amounts paid for unsent products.

For shipments to the Canary Islands, Ceuta, Melilla, non-peninsular territories or international destinations, the customer will assume the taxes, duties, surcharges, storage charges or costs required at the destination to receive the shipment.

If a shipment is rejected, not collected or returned from destination for reasons not attributable to UNOBIKE, the customer will assume the costs of return, transport, management, clearance or incidents generated. UNOBIKE may deduct said amounts from the refund that corresponds.

 

Shipment Tracking

Once the order has been dispatched, UNOBIKE will provide the customer with the tracking information available when the carrier provides it.

The delivery observations indicated by the customer will be transferred to the carrier when possible, but their fulfilment will depend on the operation of the delivery service.

The customer must check the package upon receiving it and communicate to UNOBIKE any incident or damage as soon as possible to facilitate its management.

The lack of communication within a specific period shall not automatically entail the loss of the customer’s legal rights against UNOBIKE.

When the customer returns a product by their own means, they must pack it adequately. If the product suffers damage due to manifestly insufficient packaging attributable to the customer, UNOBIKE will deduct the depreciation actually caused or claim the accredited costs that correspond. The depreciation actually caused to the product will be deducted from the refund amount, which may reach 100% of the value if the product is no longer suitable for sale as new.

When UNOBIKE manages the collection at the customer’s request, it will inform in advance of the cost of the service. The cost of the collection shall be accepted by the customer prior to the withdrawal of the goods.

 

Legal Warranty and After-Sales

1. Legal warranty of conformity

All products sold by UNOBIKE are covered by a legal warranty of three (3) years against lack of conformity, in accordance with the provisions of Royal Decree-Law 7/2021, of 27 April. During the first two years, it shall be presumed that the lack of conformity already existed at the time of delivery, unless proven otherwise.

UNOBIKE is liable to the consumer for any lack of conformity existing at the time of delivery and manifested within the current legal terms.

2. Consumer rights

In the event of a lack of conformity, the consumer may request, as legally appropriate, the repair, replacement, price reduction or termination of the contract.

3. Communication of incidents

The customer must communicate to UNOBIKE any incident, defect or lack of conformity as soon as they become aware of it, through the customer service channels enabled.

4. Review procedure

UNOBIKE will manage the incident and may request photographs, information, documentation or the return of the product to verify its condition and determine the corresponding procedure.

This procedure does not limit the consumer’s legal rights.

5. Manufacturers, distributors and importers

The intervention of the manufacturer, distributor or importer shall be internal or auxiliary. UNOBIKE will not subject the legal warranty to the exclusive decision of said third parties nor transfer to the consumer a general exclusion of liability for denial or delay attributable to them.

6. Damage not covered by the legal warranty

The legal warranty does not cover damages arising from inappropriate use (e.g. use in competition of products not approved for such purpose), use contrary to instructions, ordinary wear due to normal use, improper handling, incorrect assembly attributable to the customer, unauthorised repair, accident, negligence or inadequate maintenance, when such circumstances are duly proven. 

In the event that the manufacturer determines, by means of a technical report, that the breakdown is due to improper handling or poor assembly, the customer must bear the transport costs generated and, where applicable, the cost of the repair if so requested.

7. Additional commercial warranty

If a product includes additional commercial warranty from the manufacturer or UNOBIKE, it will be applied according to the corresponding document or conditions.

The additional commercial warranty does not replace or limit the legal warranty of conformity.

 

Claims

If you believe that Unobike has not complied with any of the commercial points to which it is obliged, we provide the regional and European conflict resolution channels.

The company is registered with the Online Dispute Resolution Platform of the European Union:

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN

The company is registered with the Consumer Arbitration Board of the Province of Alicante.