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Shipping and Returns
International Shipping
For returns one or more products, please follow this steps:
- Send and email to tienda@trialworld.es
- Write the reference of the order
Later, our team will answer you with the next steps.
To calculate the cost of shipping and see the shipping method available to your destination country, please add any required items to your basket and then select your country from the drop-down menu. Our website will charge always 40€ of cost of shipping, but this cost can change and will be calculated when the order is processed.
Delivery to Europe generally takes 4-10 working days, and rest of world usually takes 14-16 working days, but please allow up to 21 working days for your order to be delivered.
We are unable to ship to P.O. Boxes with FedEx, so please select a new shipping method or choose a new delivery address.
Customs and Duty Fees
Any taxes and fees are required to be paid by the customer to the local customs authorities, which includes those inside the European Union, before your order will be delivered. We are not responsible for the payment of these fees. Failure to pay will result in delays to your order and/or it may be returned to us resulting in further fees.
We will NOT under any circumstances falsify customs documents and the total value of the goods will be state on every parcel dispatched should this be required by law.
General
You will receive an email confirmation with your tracking information once your order has been dispatched.
Please ensure your delivery information is correct and your contact information is up to date. Delays are likely if there is missing or incorrect information.
If you suspect your order is lost, please contact us with your order number so we can investigate this for you. Please remember that international orders can take up to 21 days to arrive.
Returns
You have the right to cancel or request a refund up to 14 days after you received the goods, you then have 14 days to send the goods back to us.
We are unable to accept returns and cancellations after this period. This does not affect your statutory rights.
You are responsible for the cost of return shipping to us. If you believe you have received a faulty item, please contact us via email tienda@trialworld.es. Please do NOT return any item you believe to be faulty without contacting us first and without our prior acknowledgement.
How to request a return or exchange?
Purchased products may be returned within 30 calendar days of receipt.
* Electrical components can not be returned.
To complete a return you must follow the following steps:
1) Send an email to tienda@trialworld.es specifying:
- Order reference
- Product to be returned or exchanged. In case of an exchange, the size, color or feature that requires the new item.
2) Once the return is requested, the Trialworld team will respond by email with the steps to follow to complete the return.
Consult the return conditions for purchases in Europe and the rest of the world. The cost of the transport will be assumed by the customer according to the quotation of the logistic operator.
Return or exchange costs:
SPAIN
For the return of a product there are two options:
1) If the customer sends the products by his own means, a refund will be made of the economic amount paid for the product in the initial invoice. This refund will be made in the form of a voucher valid for six months.
2) If the customer prefers Trialworld to collect the product, a refund will be made of the amount paid for the product in the initial invoice, subtracting an additional 7.5 € in the case of any product or small or medium-sized goods, and 10 € in the case of boots, helmets or bulky goods.
OUT OF SPAIN
For the return of a product there are two options:
1) If the customer sends the products by his own means, a refund will be made of the economic amount paid for the product in the initial invoice. This refund will be made in the form of a voucher valid for six months.
2) If the customer prefers Trialworld to collect the product, a refund will be made of the amount paid for the product in the initial invoice, subtracting an additional price (it depends of the country, but normally the same price of the initial delivery)
Conditions for returning/exchanging a product:
The product must be in perfect condition and correctly packaged, as far as possible with its original packaging and labeling, otherwise the product will suffer a depreciation that the customer will have to assume. The return may not take place in any case if the products supplied were clearly subject to use and provided that the use does not go beyond the mere verification of the good condition and operation of the same. There must be no writing, stickers or packaging tape on the product. The product must keep all the accessories with which it has been served and are typical of the brand. The return number must be clearly written on the outside where the shipping address is indicated. For sanitary and hygienic reasons we do not accept exchanges or returns of underwear or swimwear products.
Delivery Arrangements and place of delivery
The products will be sent to the shipping address indicated by the customer during the order process. For purchases made in TRIALWORLD STORE we ship to Spain (including Ceuta, Melilla and Canary Islands) and Portugal (except Madeira and Azores). DUA Import, customs clearance and other special taxes (IGIC, IPSI ...) are not included. For orders destined for the Canary Islands, Ceuta and Melilla will not apply promotions related to shipping costs. Orders with delivery to PO Boxes will not be accepted. In order to optimize the delivery to all parties, we thank the customer to indicate an address where the order can be delivered within normal working hours.
Delivery time
The delivery time is 3 to 5 working days after the completion of the order if the products are in our warehouse for orders in Spain and Portugal. If the products are not in our warehouse, the specific delivery time will be promptly indicated to the customer. Delivery times are based on working days. In case of delay caused by force majeure, while the product is in the logistics phase, TRIALWORLD STORE will inform the customer of this circumstance. Delivery times are average times corresponding to the preparation and shipping times of the products, calculated on the basis of the estimated date of receipt of the goods in our warehouses. These times may vary depending on the destination. Each delivery is considered to have been made from the moment when the carrier makes the product available to the customer or the person authorized by the customer, which is materialized through the control system used by the carrier.
Precautions to be taken at the time of delivery
It is up to the addressee to check the shipments upon arrival, to express any observations and to submit any complaints he/she deems appropriate, he/she may even refuse the package if it is likely to have been opened or if it shows clear signs of deterioration. These observations or complaints must be sent to the carrier and to TRIALWORLD STORE. If the products delivered do not conform in nature or quality to the specifications indicated on the delivery note, the customer must, under penalty of expiry, make his claims within 15 calendar days of delivery. In case of delay, breakage or receipt of an incomplete order, the customer may contact TRIALWORLD STORE through the web contact.
Withdrawal
The customer has 15 calendar days to exercise their right of withdrawal (for purchases from November 25 will be until January 15). The withdrawal will result in a refund of the product in the format in which the purchase was initially made, subtracting in any case the charge for shipping costs, regardless of whether this postage has been free when exceeding 85 € of purchase amount.
The product must be returned with its original packaging and labeling, otherwise the product will suffer a depreciation that the customer will have to assume. The return may not take place in any case if the products supplied were clearly subject to use and provided that the use does not go beyond the mere verification of the good condition and operation of the same. It must not present writings, stickers or packing tape.
The product must keep all the accessories with which it has been served and are typical of the brand. The return number must be clearly written on the outside where the shipping address is indicated. For sanitary and hygienic reasons we do not accept exchanges or returns of underwear or swimwear products.
Warranty
The products for sale in TRIALWORLD STORE are covered by the legal guarantee of 2 years from delivery, in accordance with the provisions of the rules of consumers and users. The consumer must inform TRIALWORLD STORE of the lack of conformity within two months of becoming aware of it. For any questions or requests for information, you can contact TRIALWORLD STORE Customer Service via the contact email: tienda@trialworld.es