RETURNS AND CANCELLATIONS
A. CANCELLATION OF AN ORDER BEFORE DELIVERY
The cancellation of an order before delivery depends on the status of the order and is not guaranteed. Orders can be cancelled before the start of the shipping process by contacting the customer service at email@example.com stating the order number and reason. If your order has already been shipped, you can proceed with the return request depending on the type (point B. or C.).
B. TURN A GUEST ACCOUNT INT A CUSTOMER ACCOUNT
To be able to access your order history, you must have a customer account. If you have placed your order with a guest account, once you have finalised your purchase, click on the link https://alecycling.com/en/tracking, enter the order reference, the email and then proceed. A new page opens with the form "Turn your guest account into a customer account", set your password and proceed. You can now log in as a registered customer through the link https://alecycling.com/en/login?back=my-account and entering your email and password. Then enter you order history (as per point C).
C. RETURNING ORDERS AFTER DELIVERY – DEFECTIVES
If, for any reason, you are not satisfied with the products ordered, you may return them within 14 calendar days from the date of delivery, without providing any justification, provided that:
- The products have not been washed or used in any way (you are allowed to try on clothes only to check the fitting, but you are not allowed to wear them).
- The products have not been tampered with.
- The products must return with their original packaging and hangtags.
The return procedure is the following:
1) Enter the “My account” section on the top right.
2) Enter the “Order history and details” section.
3) Choose the order you wish to return and click on “details” in the corresponding line Inside the section you will find the list of products in your order; tick the items you want to return, write in the text box "Return goods" the reason for the return, and click on "request a return". The 'Return Merchandise' page is automatically opened, in which you find the list of the pending returns.
4) Inside the section you will find the list of products in your order; tick the items you want to return, write in the text box "Return goods" the reason for the return, and click on "request a return".
5) The 'Return Form' section of the table will initially be empty ( - ); wait a maximum of 30 minutes for the return form to be generated; refresh the page during the 30 minutes until 'Print' appears.
6) The 'Return Merchandise' page is automatically opened, in which you find the list of the pending returns. The 'Return Form' section of the table will initially be empty ( - ); wait a maximum of 30 minutes for the return form to be generated; refresh the page during the 30 minutes until 'Print' appears.
7)Click on “Print” and download the pdf file with the return document with all the information. 7) Print the return document, attach it to the package together with the items to be returned and ship it to:
A.P.G. SRL Via Marco Biagi 1, 37060, Sorgà (VR), Italia
Once we receive the goods, we will check them and proceed with the refund (you will receive a confirmation by email).
We reserve the right to hold the refund until we receive the products back or until you have prooven that you have shipped the goods.
D. FOR EXTRA EU RETURNS
Write compulsorily and clearly visible on the outside ot the package RETURNED GOODS - FAILED SALE. The same must be repeated in customs declaration CN22 and/ or CN23.Failure to affix this sentence could lead to the impossibility of receivingthe return and its return to the sender. When shipping, Do not attach the invoice sent with the original order to the return, but declare the value of the individual returned goods.
E. EXERCISING YOUR RIGHT OF WITHDRAWAL
You are entitled to return the delivered products in the event of defects or otherwise non-conformity with the order after receipt of the goods. The return period is 30 days from the date the defect was discovered, but no later than 2 years. This condition does not affect your statutory rights.
To request the return authorisation, please write an email to firstname.lastname@example.org specifying the order number and reason, which must necessarily correspond to the defect noticed (attaching also an image) or the non-conformity with the order. In the event your complaint is justified, we will arrange the collection of the item, refunding the price and the possible freight costs.
F. PRODUCT EXCHANGE
Product exchanges are currently not possible but you have the option to return the products you ordered as indicated on foregoing articles B and C. In order to get another product in a different color or size you will have to place a new order on the Website.
G. REFUND INFORMATION
Refunds will be issued based on the original form of payment. You will receive the reimbursement after you have returned the products and provided the procedure has been completed. In the event you return goods for reasons other than defectiveness or non-conformity with your order, you’ll need to pay for the return shipment.