What is ROTOR´s return policy?
If you are not completely satisfied with an item, as long as it is unused or has not been assembled, you may return it up to 30 days after your purchase for a refund. Please note that some items are excluded from this policy, so we recommend that you contact our support department if in doubt. Custom orders, such as customed products, should be returned only if they are defective.
In case of return of products catalogued as kit and customization through configurator, returns will only be accepted for the complete original order and in no case, the return of one or more of its components, except in cases of replacement under warranty.
If we pick up an item, please make sure the item is in a box and safely packed before we pick it up.
We cannot process exchanges. Any item shipped out will be refunded to the original method of payment, except in cases of warranty replacement.
If you have received an incorrect item, please use our contact us site
The order number and product ID, can be found on the invoice, the order confirmation email and loggin into your ROTOR account.
SKU is a series of letters and numbers next to the product description on the invoice, it will be something like this: C00-000-00000A-0.
For any eventuality not foreseen here, our staff will guide you to solve the incidence in the shortest possible time.
Frequent Asked Questions:
What happens with damaged or defective products?
We are responsible for all the products we sell. If you have a product with a possible damage or defect and it has been less than 14 days since you purchased it, please use our contact us site. Damaged or defective products can be returned with a valid proof of purchase within the indicated period from the date of delivery. Some products include specific warranties or protection clauses that are stipulated in writing. Please refer to the tags or warranty card for more information on returns.
What happens with unwanted items?
Go to the contact section of our site and request the return of the product. Please specify the subject “Orders, returns and refunds” and briefly explain the reason for the return. Our staff will guide you through the entire process. Returned items must not have been used and must be in optimum saleable condition, with their original packaging and tags. Shipping costs for this type of returns will be borne by the buyer, not by Rotor Bike components.
How to return a product?
For returns you can choose between sending your items to the address provided below or having a courier pick it up at the address you provide.
CP: 28864 Ajalvir
If you choose to send us the return, you must prepare the items and identify them with your order number and your contact information. If you decide to have your return picked-up at the address of your choice, we will provide you with a return label that you need to print and have the items ready when they come to pick it up. This service has a cost and the time of reimbursement ranges between 4 and 6 working days once we receive it at our facilities and check that the product is in its original condition.
Are there any items that cannot be returned?
We do not accept returns on the following products:
- Electronic products that have been turned on and/or activated.
- Intimate apparel such as culottes, socks, swimsuits (for hygiene reasons) that have been removed from their original packaging.
How manage a warranty?
All products purchased from www.rotorbike.com are covered by our warranty, which covers for manufacturing defects and poor workmanship. If you consider that your item is faulty, please follow the steps below:
Open a ticket filling the contact form stating the following information:
- Order number
- Brief explanation of the problem
- Photo of the product defect
We will contact the brand to manage the warranty and we will inform you about the situation as soon as possible. The waiting time depends on the technical service of each brand. The decision to exchange or repair the item will lay exclusively on the brand.
If the warranty is accepted, we will deliver the new or repaired product at our shipping expenses. We reserve the right to refuse a warranty claim if the returned item has not arrived in accordance with the conditions indicated in our return policy.
ROTOR does not cover general wear and tear on tires, inner tubes, brakes, brake cables, brake pads, batteries, etc. Nor will we accept wet clothes, products that give off a bad odour or items that cause physical discomfort.
Damage caused by external factors will not be taken into account: friction, sharp objects, chemicals, etc.
If none of the above situations apply to your case, please Contact Us .