Return and Refund Policy

Returns

If the product you receive does not match your order, please do not use the product, and contact Carbonal. If a return and refund is granted, it will be subject to blow conditions, unless otherwise agreed to by Carbonal.

1. Only products in saleable condition, shipped from Carbonal and have arrived within the last 30 days, will be considered for a return in terms of refund.

2. Special configured production (special order) will not be considered for return and refund unless the issue is due to an error made by Carbonal.

Any return to Carbonal for examination will be handled by the customer who will ensure the product's packing is appropriate, that the product is insured, if necessary, and that the shipping costs are paid. Don't forget to include the invoice with the product, as well as your name, address and phone number.

Important: If you want to return the product to Carbonal, before you send it, please contact with our sales or email us at: info@carbonalbike.com to check the return details, make sure everything is correct before sending, otherwise, Carbonal will not be responsible for any loss, damage or extra costs incurred.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
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.

Late or missing refunds

If you haven't received a refund yet, first check your bank account again.
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 info@carbonalbike.com.
 
Exchanges

We only replace items if they are defective. If you need to exchange it for the same item, send us an email at info@carbonalbike.com. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item back, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.