Returns

Exchanges and Returns

Return and Exchange Policy

From the moment you send your first email to customer service regarding your return, it will be processed. Due to busy periods, it may not always be possible to respond immediately. There’s no need to send multiple emails; your inquiry will be handled as quickly as possible.

If, for any reason, you are not satisfied with the order you received, please contact us at our contact page. We strive to ensure that our customers are 100% satisfied with the products they purchase from our suppliers. If you have any issues with shipping or the product, please reach out, and our team will assist you promptly.

There may be times when you wish to return an order. This could be because you don’t like the product, or there may be another reason for not wanting the order. Regardless of the reason, you have the right to cancel your order up to 30 days after receipt without providing a reason.

You have an additional 30 days after cancellation to return your product. You will then be credited the full order amount, including shipping costs. Only the return shipping cost from your home to the store is at your own expense. This cost is approximately €15 per package; please check your carrier's website for exact prices. If you exercise your right of withdrawal, the product should be returned to the seller with all supplied accessories and, where reasonably possible, in its original condition and packaging. To exercise this right, please contact us at info@concept.aventuro. We will then refund the outstanding order amount within 14 days after notification of your return, provided that the product has already been received back in good condition.

If the product is damaged or the packaging is more damaged than necessary to try the product, we may pass this depreciation of the product on to you. Therefore, please handle the product with care and ensure that it is properly packaged when returning it.

Exceptions for Sealed Products: Once the seal is broken, these products cannot be returned, as well as products created by the seller in accordance with the consumer's specifications (customized products) that are clearly of a personal nature or that by their nature cannot be returned.

Damaged Products Upon Arrival:

How frustrating! Unfortunately, it can happen that your product gets damaged during transport. If you receive a damaged or incorrect product, please contact us within 30 days of receiving the product. After this, the return period expires. For the fastest resolution, please email us with a picture of the damaged part of the item.

The optimal photos are taken on a flat surface, showing both the label and the defect clearly. We will use this information to assist you with your order and prevent errors in the future.

In the case of defects, we always provide a new package or a full refund on the first occurrence. If the defect occurs a second time, we will refund your full purchase price. For questions regarding damaged products upon arrival, please contact us on our contact page.

Manufacturing Defects or Issues After Use:

How annoying! Unfortunately, manufacturing defects can occur after some time. The defect must be significant and cause the part to no longer meet the standards set by the manufacturer. Wear parts are excluded from manufacturing defects or issues.

Wear parts include, but are not limited to:

  • Drive belts
  • Batteries
  • Brake pads and discs, brake linings, brake drums
  • Chains, bulbs, tires, and tubes
  • Moving parts in the broadest sense

For questions regarding manufacturing defects or issues during use, please contact our customer service department.

Delivery of Incorrect Products:

We do everything we can to process all orders correctly. Unfortunately, it can happen that some orders slip through, and we deliver the wrong product. We will, of course, resolve this and send you the correct order at no cost. For questions about the delivery of incorrect products, please contact customer service.

CLICK HERE FOR OUR CONTACT PAGE

Frequently Asked Questions about Our Return Policy

If it is still not clear, we have listed some frequently asked questions about our return policy:

  • What is the return period? You can return a product within 30 days of receiving your order.

  • How long will it take to get my money back? A full refund will be issued to the original payment method after we have received, inspected, and confirmed that the products have just been opened. All customers must contact us after returning the package and provide us with the Track & Trace information so we can process the refund.

    Please note: Most financial institutions take an average of 3-5 business days to process refunds.

  • Do I have to pay for return shipping? Yes, all customers are responsible for the costs of their returns. We recommend sending your return shipment with Track & Trace, as we cannot be held responsible for lost returns.

  • Can I return your product without contacting you? No, you must contact us before sending a return, as the return address may differ from the address your order originally came from.

  • How can I contact you? You can reach us via email at info@concept.aventuro. The Concept Aventuro team works seven days a week. We guarantee a response within 3-5 business days and are happy to help!

  • My order is damaged, what should I do? For the quickest resolution, please attach a picture showing the poor quality or damaged part of the item. The most optimal photos are taken on a flat surface, where the label and defect can be clearly seen. We will use this information to assist you with your order and prevent errors in the future. If you received a damaged or incorrect product, please contact us within 30 days of receiving the product. After this, unfortunately, the return period expires.

  • Product exchanges?

    Would you like to exchange your product? No problem at all. You can contact info@concept.aventuro to do this; please note that you will be responsible for the costs of returning the product.

  • I provided the wrong delivery address!

    Did you accidentally provide an incorrect delivery address? Please contact us as soon as possible. We will then try to change the order for you: info@concept.aventuro. Please email us to obtain the return form.

Summary of General Return Policy:

  • Return Period: Customers can return items within 30 days after receipt.
  • Return Period: 30 days for returning after cancellation.
  • Refund: Full refund including shipping costs; customers bear return shipping costs (approximately €15).
  • Condition of the Product: Items must be returned in their original condition and packaging.

Special Conditions:

  • Damaged or Incorrect Products: Contact us within 30 days with a photo of the defect.
  • Exclusions for Exchange: Sealed products, customized or personal items.
  • Manufacturing Defects: Exclusion of wear parts such as batteries, brakes, etc.

Process and Contact:

  • Contact Before Returning: The return address may vary, so prior contact is necessary.
  • Contact Information: Email: info@concept.aventuro and +45 93 70 64 94.
  • Incorrect Delivery Address: Contact customer service immediately.

Contact Information:

  • Trade Name: E-Commerce L.R.
  • Chamber of Commerce Number: 85263494
  • Email Address: info@concept.aventuro
  • Phone Number: +45 93 70 64 94
  • Physical Address: Westerzicht 699, Vlissingen, Zeeland, 4385 CC, Holland (no visiting address).

Any Questions? Check our frequently asked questions or contact us via our contact page.