At Promos Velo Sprinter Magasin, we are committed to providing our cycling community with high-quality equipment and exceptional customer service. Our shipping and returns policies are designed to be transparent and customer-friendly.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and holidays).
Shipping Methods & Delivery Times
We offer two shipping options to meet your needs:
- Standard Shipping (€12.95):
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after shipment
- Tracking number provided
- Free Shipping:
- Available for orders over €50
- Carrier: EMS
- Delivery time: 15-25 business days after shipment
- Tracking number provided
Note: Delivery times are estimates and may vary based on destination and customs processing. Some remote areas in Asia and other regions may not be serviceable.
Shipping Destinations
We ship worldwide, excluding some remote areas in Asia and certain other locations.
Returns & Exchanges Policy
General Conditions
- You have 15 days from the date of receipt to initiate a return or exchange.
- Products must be returned in their original condition: unused, with all tags and original packaging.
- A copy of the original invoice must accompany all returns.
- Return shipping costs are the customer’s responsibility, unless the return is due to our error or a defective product.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Helmets (for safety reasons after opening the packaging)
- Cycling socks and underwear
- Personal hygiene products
- Custom-made or personalized items
- Opened products from the « Tire Glue » category
Return & Exchange Process
Follow these simple steps to return or exchange an item:
- Contact our customer service within 15 days of receiving your order by emailing [email protected] with:
- Your order number
- Details of the items you wish to return/exchange
- Reason for return/exchange
- Photos if the item is defective
- Wait for approval – Our team will send you a Return Merchandise Authorization (RMA) number with detailed instructions.
- Prepare your package:
- Include all original items, accessories, and documents
- Add a copy of your invoice
- Clearly display the RMA number on the outside of the package
- Ship your return to: Promos Velo Sprinter Magasin – Service Retours
12 Bd Général Louis Delfino
Nice, FR 41414 - Confirmation – We’ll email you once we’ve received and inspected your return.
Refunds
- Approved refunds will be processed within 5-10 business days.
- Refunds will be issued to the original payment method (Visa, MasterCard, JCB, PayPal, etc.).
- For card payments, the credit will appear on your account according to your bank’s processing time (typically an additional 3-5 days).
- Original shipping costs are non-refundable unless the return is due to our error or a defective product.
Exchanges
- For size or color exchanges, we will ship the new item upon receiving and approving your return.
- If the exchanged item has a different price, we will adjust the difference via refund or additional payment.
- Delivery times for exchanges follow our standard shipping times.
Defective Products
If you receive a defective or damaged item:
- Contact us immediately at [email protected] with clear photos of the defect.
- We will arrange a free return and ship a replacement as soon as possible.
- For technical products (power meters, GPS computers), we may request diagnostic tests.
Cycling Team Tip
To avoid size-related returns, please carefully consult our sizing guides available on each product page, especially for bib shorts, shoes, and technical clothing. Our customer service team is available to provide sizing advice before your purchase.
For any additional questions about our shipping or returns policy, please contact our dedicated team at [email protected].
The Promos Velo Sprinter Magasin Team
Your partner for exceptional cycling performance