Customer Service Santafixie

 

Customer Service

 

1.- 100% secure payment
a) Debit or Credit Card: Through our strategic payment partner ADYEN PAYMENTS and its 100% secure encryption system, you can pay with your credit or debit card quickly and safely. This connection carries a data encryption and occurs in a different window to ensure that the connection to the bank's payment gateway is 100% secure. This payment method has no commissions for the client.

b) Paypal: PayPal acts as an intermediary between the customer and Santafixie. If you already have a PayPal account, you don’t even have to enter your card information, just pay immediately. This payment method has a 3% surcharge, added on the PayPal page. This is due to the high commissions Paypal charges to use their platform.

2.- Delivery policy.
Our aim is to dispatch all orders placed before 14:00 GMT within 24 hours of reception, subject to availability. (If we are unable to validate your order, you will receive an email to inform you of this).

Estimated delivery time within 2-4 working days: The other circumstance that may cause a delay is when the delivery service itself has a problem. This, again, is a rare situation but unfortunately is beyond our control. In these situations, we will do our very best to take responsibility for the situation and ensure that your order is delivered as quickly as possible. 

Damaged Goods: We will take great care to ensure that you receive your goods in perfect condition and that they are in good working order. However, if your goods are damaged or faulty, please email customer care at hello [at] santafixie [dot] com

Complaints / Feedback / Recommendations: Please feel free to send us any feedback, suggestions or comments you have about our service and website. We take this very seriously and aim to deal with any problems or difficulties in a timely, fair and effective manner. Please email us at hello [at] santafixie [dot] com.



3.- Terms of sale.
Each unit comes with our 14-day money-back guarantee or cooling-off period. You have 14 days to decide if you are going to keep the product or not. If within this 14-day period you decide you don't want it, just return it to us unused and we will refund the purchase price. After this 14-day period has expired you will not be entitled to a refund.
Additionally, from the date of receipt you have a 12-month manufacturer’s warrantee - simply meaning that if a problem occurs with your product after the initial 14-day period has elapsed (which the supply of spare parts cannot rectify) you can return the unit to us and we will have the manufacturer repair or if need be replace the unit for you providing the problem is found to be a result of either a manufacturing or material defect.

If the manufacturer finds that the problem is due to misuse or neglect, they reserve the right to levy a charge for the repair and return of the bicycle.

All our products are manufactured to the relevant Spanish or European Safety Standards.

4.- Returns.
First of all, we must highlight that Santafixie will not be held responsible for improper assembly by the client. All of our products pass a quality-control test and are inspected before being sent to the client. This means that if a client receives the components to assemble a bicycle, like bottom brackets, cranksets, pedals, seat posts, etc., and doesn’t take care in doing so or doesn’t use proper tools, the parts may rub and wear or threads may be stripped. And, as we have said, improper assembly will be the sole responsibility of the client.

Santafixie will not accept the return of those products that come sealed and are not suitable to be returned for health or hygiene reasons, such as anti-pollution masks, as well as those that have been unsealed after delivery.
Our main objective is our clients' satisfaction, so if any of our clients are not satisfied with their order, they will have up to 30 days to return the product. Here at Santafixie we offer two kinds of returns: voluntary return or due to an incident.

Please look over this document closely on how to return or exchange a bicycle.

Voluntary return
These are returns made when the client doesn’t like the product received, is not satisfied with the colour, or the size is incorrect. Don’t worry, returning products is easy. But if the product is exactly the same as it has been purchased and doesn't show any (production) defect, the client has to bear all the charges associated to its return. Just take the following steps for a voluntary return:
For international orders (outside of Spain), you must send any items to be returned to our offices. The delivery address will be provided via e-mail.
1.- Contact us by email: orders [at] santafixie [dot] com or on the telephone number +44 14 7042 2050, indicating your name or your order number and the product to be returned.
2.- Voluntary return conditions: The product must be in the same condition as that in which it was delivered and must preserve as much of its original packaging and labelling as possible. In no case will we accept a product that has been used by the client or with damaged packaging.

3.- Once we receive the product at Santafixie, we will check the return terms in point 3. If everything is in order we will proceed to refund the price.

Please note: The right to return goods to us as mentioned above is not applicable for any special request/custom order which has been specified or customised to the customers specifications. This also includes any product which is not typically stocked by Santafixie and has been ordered in at the request of the customer.

Return due to an incident

These are returns in which the client receives a product in bad condition (is defective, has suffered damage during shipping or has any manufacturing problems). Don’t worry, returning products is really easy. Just take the following steps for a return due to an incident:

1.- Contact us by email: orders [at] santafixie [dot] com or on the telephone number +44 14 7042 2050, indicating your name or your order number, the product to be returned and the reason for the return.

2.- We will ask you for a picture of the defective product and whether you prefer a refund or replacement product.

3.- We will set a date and time for our logistics operator to collect the product to be returned.
4.- As far as possible, you must return the product with the original packaging in which you received it.
5.- Once we receive the product at Santafixie we will proceed to refund the purchase price or send you a replacement. We will cover shipping charges for picking up the product.

5.- Product Warranty
For each valid warranty claim we receive we will propose a solution that will get you cycling again as fast as possible. Therefore, we will try to give you a solution as quickly as possible, according to the conditions of each manufacturer.

Faults/damages that are the result of improper assembly or misuse of products, lack of maintenance or incorrect use, negligence or alteration of the product will not be accepted as valid warranty claims.

In all cases, the products must be installed, used and repaired according to the manufacturer's instructions. If these instructions are not followed, your item will be considered damaged and warranty voided.

Tyres, inner tubes, brakes, cables and brake pads, as well as products that are, due to their use, subject to normal wear and tear are not covered by warranty. We will not accept any return of wet, dirty and smelly clothes, returns for socks and undergarments will not be accepted for hygiene reasons.

Download the Santafixie bicycles Warranty Details.