Endura Online Store Refund and Returns Policy
1. Introduction
At Endura, your satisfaction is our top priority. We understand that sometimes you may need to return a product, and we are here to make the process as easy as possible. This policy outlines the terms and conditions for refunds, returns, and exchanges for products purchased through our online store.
2. Eligibility for Returns
Items eligible for return or exchange must meet the following conditions:
- Timeframe: Returns must be initiated within 30 days of the purchase date.
- Condition: Items must be unused, unwashed, and in their original packaging with all tags attached.
- Exclusions: Certain items are not eligible for return, including:
- Nutritional products/supplements that have been opened or tampered with.
- Electronics that have been used or have had their packaging opened.
- Custom-built or personalized products, including custom bike builds.
- Products marked as “Final Sale.”
3. Returns Process
- Initiate a Return:
- Contact our customer service team at [Email] or [Phone Number] to initiate the return process. Provide your order number, product details, and reason for the return.
- Return Authorization:
- Once your return is approved, you will receive a Return Authorization (RA) number. Include this number with your return package.
- Packaging:
- Carefully pack the item(s) in the original packaging. Ensure that the RA number is clearly visible on the outside of the package.
- Shipping:
- You are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong item shipped). We recommend using a trackable shipping service or purchasing shipping insurance, as we are not responsible for lost or damaged returns.
4. Refunds
- Processing Time: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 7-10 business days.
- Method of Refund: Refunds will be issued to the original method of payment. If you paid with a gift card, your refund will be issued as store credit.
- Non-Refundable Items: Shipping charges are non-refundable unless the return is due to an error on our part.
5. Exchanges
- If you wish to exchange an item, please follow the return process and then place a new order for the desired item. This ensures you receive the item you want as quickly as possible.
- Exchanges are subject to product availability. If the item you wish to exchange is out of stock, we will process a refund instead.
6. Bike Repair Services
- Service Warranty: We stand by our bike repair services. If you are unsatisfied with a repair or if the issue reoccurs within 30 days, please contact us for an inspection and, if necessary, a re-service at no additional charge.
- Non-Refundable Services: Bike repair services are non-refundable. However, if there was an error in the service provided, we will work with you to correct the issue.
7. Group Events
- Event Registration: Registration fees for group events are non-refundable. However, if an event is canceled or rescheduled by Endura, you will be offered a full refund or the option to transfer your registration to a future event.
- Merchandise Purchased at Events: Merchandise purchased at events follows the same return policy as items bought through our online store.
8. Nutritional Products and Supplements
- Eligibility for Return: Nutritional products and supplements are eligible for return only if they are unopened, unused, and in their original packaging.
- Health and Safety Compliance: For health and safety reasons, we cannot accept returns of opened or used nutritional products or supplements.
9. Electronics
- Condition: Electronics must be returned in their original packaging, with all components and accessories included, and must not show signs of use.
- Restocking Fee: A restocking fee of up to 15% may be applied to returns of electronics that are not in their original condition or packaging.
10. Damaged or Defective Items
- If you receive a damaged or defective item, please contact us immediately at [Email] or [Phone Number]. We will arrange for a return and replacement at no additional cost to you.
- Inspection: Please provide photos of the damaged or defective item and keep the original packaging for inspection.
11. Contact Us
If you have any questions about our Refund and Returns Policy, please contact us:
- Email: [Email Address]
- Phone: [Phone Number]
- Mailing Address: [Physical Address]
Endura is committed to providing high-quality products and services. We appreciate your business and are here to help with any issues or concerns. Thank you for choosing Endura for all your triathlon needs!