Widerrufsrecht
Particle Bicycle Limited offers the following Return and Refunds Policy for all products sold through www.particle-bike.com.
How to File a Refund or Return Request
To file for a refund or return, please first contact our customer service at support@particle-bike.com and explaining the situation, and we will reply to you within one business day.
*Do not ship items back to us without receiving prior approval. Those items returned without prior approval are not eligible for refunds.
Cancelling or Modifying an Order Before Shipment
If you would like to modify or cancel your order, please contact us within 24 hours of placing your order. Requests for a modification or cancellation can be done via email or live chat. Requests made after 24 hours may not be granted. If the order has already shipped, returns or refunds will not be granted.
What If Goods Are Damaged Upon Delivery
- Carefully check the package upon arrival before signing for it. If there is visible damage, please take photos of the damage and reject the delivery. Send Particle photos of the damage by email or live chat.
- If a claim is made against the shipping company, they will provide you with a compensation number. Please provide this information to us, so we can track delivery.
- If you signed the package and notice that the goods are damaged after opening it, please contact us within 7 days of delivery. After receiving approval for a return, please ship the package back to us using the details we provide you and ship the package back to us within 30 days of the delivery date.
- Within 10 days of the goods being returned, we will verify the cause of the issue and contact you regarding the possibility of a refund or replacement. If you receive a refund, it will be sent to your original payment account. If more than 15 business days have passed since we’ve approved your return, please contact us.
Other Return Conditions
If the product doesn't meet your expectations for any reason, it may be returned in some cases.
Within 30 days of delivery, please contact us via email or live chat. You will be responsible for the following:
- Original cost of shipping to your address;
- Cost of shipping back to us;
- Additional fees, taxes, and duties associated with the shipment.
Within 10 days of the product being returned to us, the refund will be arranged. If any of these apply to you, your order will not qualify for a return:
- The product and/or its packaging has been damaged
- The original product packaging has been damaged
- The product itself is not in full re-sale condition
- The returned product has not been received by Particle
- It has been more than 30 days since the delivery date
- There is no proof of purchase
- The product is limited time only or is no longer in production
Any issues regarding damaged or missing merchandise must be communicated to Particle within one week of delivery, otherwise Particle will not be responsible for any damage or loss.
Suspected Manufacturing Defects
All of our wheelsets fall under our limited 3-year warranty, which can be extended to a 5-year or lifetime warranty. If you suspect your wheelset has a manufacturing defect, please fill out our After-Sales Request Form.
Refund Process
If the product you are returning meets the conditions stated in this Return and Refund Policy and has been approved, we will contact you within 1 business day and will let you know the amount to be refunded. Your refund will then be transferred to your original payment account. Understand that it may take a few days for your bank to process the transaction. If you have been notified that the refund was sent, and there was a delay, please contact your bank directly. If you haven't received the refund within 7 days of the funds being sent, please contact us.
If the product does not meet the conditions stated in this Return and Refund Policy, it will be rejected and returned to you. In this instance, you will be responsible for the shipping costs.
Please understand that the refund amount does not include additional transfer fees or changes in foreign exchange rates. If there are any additional fees related to money transfer, they will be borne by the customer.
If there was an error in your order, for example the wrong item being shipped, Particle will be responsible for return shipping costs.