1. 14-Day Cooling-Off Period (Right of Withdrawal)

EU consumers have a statutory 14-calendar-day cooling-off period to cancel or return any online order without giving any reason.

Period start rule: The 14-day period starts on the day you or a third party (other than the carrier) receives the ordered cycling goods.

Under the updated EU rules, customers may also submit partial returns for multi-item orders within the cooling-off period. We provide a simple one-click return request function on our website to meet EU mandatory procedural requirements.

2. Return Exceptions (Non-Returnable Items)

The 14-day free return right does not apply to the following items, in line with EU legal exceptions:

• Custom-made/personalized cycling parts (custom-cut, custom-printed, or tailor-made accessories according to customer specifications);
• Sealed hygiene-related products that have been opened or used (e.g., cycling masks, sweatbands, protective inner gear);
• Digital products (downloadable cycling guides, electronic manuals, etc.) once download or activation starts;
• Items damaged due to improper use, modification, or abnormal wear not caused by product quality issues.

3. Return Conditions & Customer Responsibilities

To qualify for a full refund within the cooling-off period, returned items must meet the following requirements:

• Goods are unused, unmodified, and in original new condition with complete original packaging, labels, and accessories;
• No obvious scratches, wear, damage, or dirt caused by customer use;
• Return application is submitted within the 14-day statutory period.

Return shipping cost rule: Customers bear the return shipping costs for voluntary returns within the cooling-off period, unless the item is defective, incorrectly delivered, or we offer free return promotion. We will clearly state return shipping fees in the checkout and return process.

4. Defective & Non-Conforming Goods (Warranty Rights)

In accordance with EU consumer guarantee rules, if you receive defective, damaged, or non-conforming cycling products (quality issues, shipping damage, wrong items, incorrect specifications), you enjoy statutory warranty rights:

• Free repair or free replacement within a reasonable period;
• Partial price reduction or full refund if repair/replacement is impossible or delayed;
• 2-year legal warranty period applies to all physical cycling accessories sold in the EU.

For quality-related returns, we bear all shipping and processing costs.

5. Refund Processing Rules

Refund timeline: We will process your refund within 14 calendar days after receiving and inspecting your returned goods or valid return confirmation.

Refund method: Refunds will be issued via the original payment method you used for the order, with no additional handling fees deducted.

For voluntary customer returns, we may deduct a reasonable depreciation fee only if the goods show reduced value due to customer handling beyond simple inspection.

6. Return Application Process

To submit a return or cancellation request:

• Use the one-click return function on our website order page (EU mandatory compliant);
• Or contact our support team via email: [email protected], stating your order number and return reason;
• Wait for our official return approval and return shipping instructions;
• Send back the package with complete items and packaging, and keep the shipping proof.

7. Policy Updates

We reserve the right to update this policy to comply with EU consumer law amendments. Updated terms will be published on proreservretail.com with a revised effective date and apply to all orders placed after the update.

8. Contact Information

For all return, refund, and warranty inquiries, please contact us at: [email protected]