Expédition & retours

Returns & Exchanges

We want you to be completely satisfied with your purchase. If you’re not happy with your order, we offer a straightforward return and exchange policy.

Return Policy Conditions

• You have 15 days from the date of receipt to initiate a return or exchange
• Items must be returned in their original condition: unused, with all tags attached and original packaging intact
• 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:

• Bike helmets and safety equipment (Accessoires sécurité vélo)
• Bike seats (Assise vélo électrique, de ville et enfant)
• Customized or made-to-order items
• Opened electrical products that don’t have defects

Return Process

1. Request Authorization: Contact our customer service at [email protected] within 15 days of receiving your order to obtain a Return Merchandise Authorization (RMA). Use the following email template:

   Subject: Return Request – [Order Number]

   Hello Magasin D’Équipement De Vélo team,

   I would like to return the following item from my order #[Order Number]:

   Product: [Product name, reference]

   Quantity: [Number]

   Reason for return: [Defect, wrong size, etc.]

   I confirm the item is in its original condition with all accessories and packaging.

   I request: [Refund/Exchange for [alternative product]]

   Best regards,

   [Your name] [Your order number] [Your email]
2. Package Item: Carefully pack the item in its original packaging with all accessories and documentation
3. Ship Back: Send the package to:
   Magasin D’Équipement De Vélo – Returns Department
   96 Avenue Jean Janvier
   Rennes, FR 72063

   Note for international customers: Please mark the customs form as « RETURN – NO COMMERCIAL VALUE » to avoid additional charges.

4. Inspection: Our team will inspect the returned item within 3-5 business days of receipt
5. Resolution: After approval, we will process your refund or exchange as requested

Refunds

• Refunds are processed within 5-7 business days after we receive and inspect the returned item
• Refunds will be issued to the original payment method (Visa, MasterCard, JCB, PayPal)
• Original shipping costs are non-refundable unless the return is due to our error or a defective product

Exchanges

For approved exchanges, we will ship the replacement item as soon as possible, typically within 24-48 hours of approval.

Defective Products

If you receive a defective item (such as Cadre velo route, Derailleur velo route, Cassette velo route, etc.):

1. Contact us immediately with photos or videos showing the defect
2. We will provide a prepaid return label if needed
3. We will ship a replacement as soon as we receive the defective product