All purchases are shipped by Nacex.
You can select Pick up in shop, if you want to pick it up at our shop or if you would like us to take it to the next race, so you must indicate it in the order notes.
The shipping price is calculated at the moment you select the FINISH PURCHASE button.
For shipments to the Canary Islands, Balearic Islands, Ceuta, Melilla and other European countries please contact us.
Purchases made before 15:00 hours will be shipped the same day, after that time it is possible that they will be shipped the next working day. All purchases made on Friday, even if 24h delivery is selected, will not arrive until the next working day, usually Monday. Any delay in delivery due to reasons beyond our company’s control, such as holidays or dates of high parcel traffic such as Christmas etc., are exempt from any claim.
TO REQUEST A PICK UP
Sursun Bike offers all its customers the free option of «Pick up in shop». This option is available when you select the transport company during the online purchase process. The customer can pick up the order by coming to us. Our customer service will inform you by email or phone when your order is ready.
Please use the following form to leave us any comments.
If you wish you can call us by phone or send us a WhatsApp to +34 620 823 544
Sursun Bike offers all customers who buy from the Iberian Peninsula free shipping of your order from an amount established as 100€. This does not mean that the shipping is free, but that Sursun Bike pays for the shipping.
INCIDENTS WITH AN ORDER
In the case of delivery delays; excessive delays in the delivery time or other various causes.
In the first instance, contact the shipping company directly.
Sursun Bike will attend to your request and will try to solve the problem as quickly as possible, looking for the best and fastest solution for our customers.
In the event that the customer is not at the address indicated in the delivery address of your customer file at the time of delivery, the package will be deposited in the nearest office to the parcel service.
RETURNS AND REFUNDS
HOW DOES A RETURN WORK?
We are sorry if you are not satisfied with the product you have purchased from us. In this case you can exercise your right of return.
Please note that we can only accept returns of unused products. Please do not remove any labels or stain the item. The products must not show any signs of having been used.
To proceed with the return of a product, please contact us first via email@example.com so that we can verify the process and provide you with a tracking number.
The return costs will be borne by you, unless the reason for return is that the product is in poor condition, or you have received another one by mistake.
Cash returns will be made by the same means by which the payment was made, except in the case of cash on delivery, in which case the payment will be made by bank transfer.
HOW DO I MAKE A RETURN?
Simple returns – here’s how to return an item:
- Pack the product carefully and, if possible, in its original packaging.
- To request a collection
HOW LONG IS THE WARRANTY PERIOD?
The warranty period is 24 months on purchased products and begins with the delivery of the item. Damage caused by normal wear and tear or improper use is not covered by the warranty.
WHAT IS THE PROCEDURE IN CASE OF WARRANTY?
If you need to make use of the warranty, please contact us and we will find a suitable solution together. If a return is necessary, you will of course receive a return label free of charge.
WHO CAN ADVISE ME IF I HAVE A TECHNICAL QUESTION?
Bicycles and their accessories are products that often require professional clarification. If you have technical questions, our customer service experts will be happy to advise you. The best option is to use our contact form so that we can answer your question as quickly as possible. Don’t forget to give us your telephone number and we will call you back.
We do our best to make sure you are satisfied with your purchase.