Refund policy

We have a 30-day returns policy, which means you have 30 days from receipt of the item to request a return.

The item must be in the same condition as when you received it – unused, with the tags still attached and in its original packaging – for the return to be accepted. You will also need the receipt or proof of purchase.

To initiate a return, please contact us at clients@ibkbike.com. Please note that returns must be sent to the following address: Poligono Benta Aldea, 26. 20270. Gipuzkoa, Spain.

If the return is accepted, we will send you a return shipping label along with instructions on how and where to send the parcel. Items returned without a prior return request will not be accepted.

For any queries regarding returns, please contact us at clients@ibkbike.com.

Damage and issues

Please check your order as soon as you receive it and contact us immediately if the item is faulty, damaged or if you have received the wrong item, so that we can assess the problem and resolve it.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods (e.g. food, flowers or plants), made-to-measure products (e.g. special orders or personalised items) and personal care items (e.g. beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. If you have any questions or concerns about a specific item, please contact us.

Unfortunately, we cannot accept returns of sale items or gift vouchers.

Exchanges

The quickest way to ensure you get what you’re looking for is to return the item you have and, once the return has been accepted, make a separate purchase of the new item.

The European Union’s 14-day cooling-off period Notwithstanding the above, if the goods are dispatched within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without having to provide a justification. As in the previous case, the item must be in the same condition as when you received it, unused, with the labels attached and in its original packaging. You will also need to provide the receipt or proof of purchase. Return postage costs are payable by the buyer.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved or not. If approved, you will automatically be refunded via your original payment method within 10 working days. Please note that it may take some time for your bank or credit card issuer to process and credit the refund.

If more than 15 working days have passed since we approved your return, please contact us at clients@ibkbike.com.