In the unlikely event that you don’t love your new items, or have purchased the wrong size, you have the option to return or exchange them.
If possible we would always encourage you to come visit us in our showroom and bring with you the item(s) you wish to return. Our store address is:
Wolfi’s Bike Shop
Sheikh Zayed Road between interchange 2 & 3
Al Qouz 4
United Arab Emirates
Tel: +971 4 339 4453
Fax: +971 4 339 4452
Please contact us before you do so we can be best prepared to help.
This will ensure we can help you resolve the issue in the most accurate and informative way possible. We are always available via email, phone and Whatsapp should you wish to discuss the issue before you make a return. We respect you as a customer and appreciate your choice to shop with us, in return we hope that you respect our policies and avoid making unnecessary purchases and returns. In the event of a purchase of the same item in varying size we will be in touch to assist you in purchasing the right item for you. We would also encourage all customers to make use of the size charts available in the product descriptions.
Our returns policy lasts 12 days. If 12 days have gone by since you received your purchase, unfortunately we cannot offer you a refund or exchange.
There’s a few things to bear in mind when returning your item(s). To be eligible for a return, your item must be unused, resellable and in the same condition that you received it. It must also be in the original packaging with all tags attached. If the item is not returned in the original packaging, you will not be eligible for a refund.
Several types of goods are exempt from being returned and a full refund.
- Refund/Exchange does not apply to electronics, Personal Care, intimate (like bibshorts) and Hygienic products.
- Return/exchange is possible only if the packing and label has not been tampered with in any way.
- Products should be accompanied with the original sales invoice for Exchange and Refund.
- Any product purchased within fifteen days and returned as dead on arrival/not functioning as per operational manual/falling short of declared product specifications, will be exchanged or refunded after it has been tested by our personnel or manufacturer’s authorized service centre technician, as applicable. The process can take up to five business days. Exchange/Refund will be done only after the investigation/technical report.
- Exchange or Refund on Major/Medium products like bicycles will be exchanged or refunded based on manufacturer’s authorized service centre’s investigation report and approval or manufacturing default
- If the packaging is incomplete or product damaged, scratched, exchange or refund will not be applicable.
- Any custom items will be not be applicable for any refund
- We also do not accept DG or hazardous materials such as flammable products, gases or batteries.
- GPS systems such as sports watches or cycling computers can only be returned if unregistered.
- We also do not accept returns of bikes or frames unless it is warranty or service issue, these two are the only exceptions.
- Additional non-returnable items; Gift cards.
To complete your return, we’ll need a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer, this will only confuse things, send it to us and we’ll find out what went wrong and do our best to resolve the issue.
There may be some certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 12 days after delivery
- If the item/s were part of a multiple order.
- If the item is incomplete.
- If the packaging has minor soiling or is opened and product not defective, unused, no visible scratches or marks observed, a re-stocking fee of 15 percent will be deducted while making exchange/refund.
Before any return, exchange or refund can be issued then we will need the following order form signed.
The first step is done. Once we’ve received your returned item and checked it out, we will send you an email to notify you to confirm we have it. We will also notify you of the approval or rejection of your refund. You can expect this email to come from firstname.lastname@example.org.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Service and delivery charges are non-refundable once performed.
All items that are being returned for a refund must make their way back to us before being processed and refunds subsequently issued.
Late or missing refunds
We’ll try to make this process as easy as possible but If you haven’t received a refund yet, first check your bank account again.
If your hard-earned cash still isn’t in your account then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Only regular priced items may be refunded, unfortunately sale items are excluded for refunds.
If you have received an item that is damaged, not what you ordered, or is missing parts please contact us at firstname.lastname@example.org with photographs of the issue and your order number before returning any goods - we may be able to solve your problem without you incurring any postage costs. We replace items if they are defective, damaged or accidentally purchased. If you need to exchange it for the same item, send us an email at email@example.com with your order number.
Gifts (Domestic UAE only)
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, kindly email firstname.lastname@example.org with your order number and images of the issue. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.