Returns

RETURNS INFORMATION

Unwanted items

On Velodrome you can return your orders within 14 days of receiving the goods.

Conditions

To proceed with a return, the following conditions must be met:

  • The products must be in perfect condition, with no signs of use, washing, or assembly. They should include their original box and/or bags, labels, instructions, and all items originally included. They must therefore be in the same condition as when purchased. This also applies to bicycles, which cannot be returned if used.
  • Products must not have expiration dates (such as food items or body care products), be custom-made or personalized, or be special-order items not listed in our catalog ("made-to-order").

Instructions

  1. Go to the ORDER HISTORY section in your profile and select the order you wish to return.
  2. Select the products and fill in the required fields, then click REQUEST A REFUND.
  3. Check the return status in the PRODUCT RETURN section. If the return request has been accepted, the status will show as Awaiting Package.
  4. Print the return slip and attach a copy of proof of purchase (such as the order summary with the attached receipt or invoice).
  5. Properly package the merchandise and the original packaging itself to ensure its integrity during transport.
  6. Write on the outside of the package:
    • Sender’s first and last name, address
    • Original order number
    • Return number (provided via email by customer service)
    • Destination address:
      —
      Velodrome Returns
      Via Fosso Foreste, 10
      65015 Montesilvano
      Italy
      —
  7. Send the package by mail or courier according to your preference. We recommend using a standard shipping service with tracking, as the sender will be responsible for any damage, non-delivery, or delays. Please kindly note that the return costs (postage and packing costs) are at the customer's expense.
  8. Once received, the products will undergo a thorough inspection to ensure they meet return conditions. If there is any sign of use, the return will be denied (this is because Velodrome is committed to ensuring that each customer receives products in perfect, unused condition).
  9. Within 14 business days from the receipt of goods, after passing inspection: :
    • If the entire order is returned, a full refund of the total value, including initial shipping costs, will be issued, excluding any additional services such as express shipping.
    • If only part of the order is returned:
      • With paid initial shipping, the value of the returned products will be refunded.
      • With free initial shipping, you may choose between a voucher equal to the value of the returned items (valid for 6 months) or a refund with a €5.00 handling fee deducted.

The refund will be processed using the same payment method selected at the time of purchase, and it may take a few days before it is reflected (this depends on the type of card used). Please note that in the case of credit cards, it may happen that the credit appears on the account in the following month’s statement (however, the transaction should already be visible in the transaction history/balance of the respective card).

Velodrome also offers pickup with its own courier. If you would like more information, please contact our customer service. A fee will be required for this service.

Notes:

  • If you wish to exchange a product for another, you must return it, and a voucher will be issued for use on a new order.
  • If promotional codes were used in the returned order, they will no longer be reusable.
  • In the case of receiving goods that do not meet the return conditions or are damaged due to improper use by the customer, the refund will be denied (with the merchandise returned at the customer's expense) or partially executed.
  • Gift cards are not eligible for return.
  • If a promotion was active, please check the terms and conditions of that promotion.

If you do not receive any updates within 14 business days after the return, please contact customer service.

Faulty items (upon receiving)

Velodrome conducts product checks before shipping. However, if you notice a defect in the product within 10 days of receipt, please contact us to report the issue so we can assess whether it can be resolved without a return. If a return is necessary, Velodrome will, in most cases, arrange a pickup with our courier.

Conditions

  • In the case of used products, they must be cleaned before return; otherwise, they will be sent back to the sender.
  • For certain products, it may be necessary to contact designated service/collection centers located in the area. In this case, the customer will resolve the issue directly with the product's manufacturer/supplier.
  • Products that require verification by the supplier/manufacturer are excluded. In this case, the warranty procedure must be followed..
  • It is important to install, repair, and use the product by carefully following the instructions to avoid damaging the product or causing accidents. Instructions are usually included; if not, they can be downloaded from the manufacturer's website or requested from customer service..

Instructions

  • Contact our customer service to report the defect and wait for a response. We recommend attaching photos or videos, which may also be forwarded to the manufacturer/supplier.
  • If returning a defective product is necessary, once you receive the return authorization number, please complete the return form in all fields, attach a copy of your proof of purchase (such as the order summary with the receipt or invoice), and place everything inside the package.
  • Properly package the items to ensure their integrity during transport.
  • Write on the outside of the package:
    • – Sender's name, surname, and address
    • – Original order number
    • – Return number (provided by customer service)
    • – Destination address:
      Defective items – Velodrome
      Via Fosso Foreste, 10
      65015 Montesilvano
      Italy
  • In the case of defects identified by our technical team and covered under warranty, we will arrange for pickup via our shipping service for immediate repair or replacement, with product replacement in advance (if available). In certain cases, the pickup service may not be available; in such instances, the customer can coordinate with customer service to send the products back (with tracking code), and the shipping costs will subsequently be reimbursed by Velodrome (considered on a case-by-case basis, with reimbursement for standard economy shipping). We will do our best to expedite the process to return the product to the customer, although some technical lead times, beyond Velodrome’s control, may be required.
  • If it is necessary to return the product to the supplier, the warranty procedure must be followed. This occurs, for example, when the manufacturer requests the product for inspection or when our technical department cannot determine with certainty that the defect is covered by warranty due to improper installation or use.

Notes:

Velodrome reserves the right to offer a refund if complications arise regarding the restoration of the product. The refund will be processed using the same payment method chosen at the time of purchase, and the credit may take a few days before it appears (depending on the type of card used). Please note that for credit cards, it may happen that the credit appears on the account the following month with the statement (the transaction should, however, already be visible in the transaction history/balance of the respective card).

If you do not receive any updates within 14 business days after the return, please contact customer service.

Products under warranty

All products purchased on Velodrome are covered by the official manufacturer’s warranty for 24 months from the date of receipt. The warranty applies to products that display conformity or functional defects that were not identifiable at the time of purchase. If you have just received the product, please refer to the Defective Products (Recently Received) section.

Conditions

  • There are exceptions where the warranty may be shorter or longer. For example, lithium batteries used to power high-power lights have a warranty limited to 6 months, as they are considered consumables.
  • Products that are worn out and/or deteriorated, such as tires, brake cables, brake pads, chains, cassettes, batteries, etc., as well as food products like supplements and drinks, are not covered by the warranty.
  • The warranty does not apply in cases of incorrect installation of the product, poor maintenance, abuse or negligence, improper and/or fraudulent use of the product, alteration of the product, or unauthorized repair attempts.
  • The warranty is personal and therefore applicable only to the original purchaser.
  • Any item restored or replaced under warranty will be covered by the warranty for a period equal to the remaining warranty period of the original product.
  • Any repair costs for items not covered by the warranty will be communicated to the purchaser in advance. The consumer can then decide whether or not to have the item repaired.
  • It is important to install, repair, and use the product carefully following the instructions to avoid damaging the product or causing accidents. Instructions are usually included; if not, they can be downloaded from the manufacturer's website or requested from the customer service.
  • In the case of used products, they must be cleaned before returning; otherwise, they will be sent back to the sender.
  • For certain products, it may be necessary to contact specific service/collection centers located in the area. In this case, the customer will resolve the issue directly with the product's manufacturer/supplier.

Instructions

  • Contact our customer service by sending, if possible, photographic or video material and a description of the issue encountered. This material may be forwarded to the manufacturer/supplier for an initial analysis and confirmation (or not) of the warranty.
  • If a return is required due to a presumed defect covered by the warranty, once you have received the return number, complete the Warranty Form in all its fields, attach a copy of the proof of purchase (such as the order summary with the attached receipt or invoice), and place everything in the package. Without this document, it will not be possible to claim the warranty. Due to the rapid deterioration of the thermal paper used for receipts, Velodrome recommends that the buyer make a copy or scan of it.
  • Pack the goods properly to ensure their integrity during transport.
  • Write the following information on the outside of the package:
    • First name, last name, sender's address
    • Original order number
    • Return number (provided by customer service)
    • Destination address:
      Warranty – Velodrome 
      Via Fosso Foreste, 10
      65015 Montesilvano
      Italy
  • In most cases, we will arrange the pickup with our shipping service, which will require a deposit of 10 euros for standard items and 20 euros for bulky items. This deposit will be fully refunded once the supplier confirms the warranty. In certain situations, the pickup service may not be available, and the customer will need to coordinate with the customer service for the return (with tracking code) of the products. Shipping costs will be reimbursed by Velodrome later. A standard economical shipping value will be refunded on a case-by-case basis.
  • Within 7 working days from receipt of the goods, Velodrome will contact the customer to inform them of the time needed for verification and the potential warranty on the product, which may vary depending on the manufacturer/supplier.
  • If the manufacturer/supplier confirms the warranty for the defect found, the product will be replaced, repaired, or, at Velodrome's discretion, a voucher of equal value to the product will be issued. If the product cannot be repaired or replaced, Velodrome reserves the right to offer an alternative of equal or greater value. In some cases, once the warranty is confirmed by the manufacturer/supplier, Velodrome may expedite the product if available in stock.

Note

      • If the supplier/manufacturer rejects the warranty for any reason (e.g., non-existent defect, failure to comply with usage or installation conditions, etc.), the deposit will be forfeited (to cover the costs of product retrieval).
      • Packages received without a return number, properly completed warranty form, and proof of purchase will be refused.

Shipping Errors

If you receive incorrect items from Velodrome, please contact us within 48 hours of receiving your package. We will resolve the issue as quickly as possible at no cost to you.

Wrong Size Replacement

For items purchased in the wrong size/measurement, the process is the same as for unwanted products..

Bulk Products

For bicycles or bulky items to be returned, we recommend contacting us first for advice and to check if collection by our courier at discounted rates is possible. We suggest keeping the original packaging for a potential return.

Made to Order Products

In the case of purchasing a "made-to-order" product, it is not possible to modify or cancel the order once it has been placed. The right of withdrawal cannot be applied, nor can a refund or the issuance of a voucher for the value of the ordered goods be requested in exchange for a replacement with any other product, as the goods are specifically customized according to the customer’s specifications and are not available in our warehouse. The estimated delivery time is approximate and is given in business days. If significant delays occur from the supplier, Customer Service will promptly contact the customer to inform them. In cases of excessive delays by the manufacturer/supplier, Velodrome reserves the right to offer the option to cancel the order and issue a refund..

Notes