Cancellations, Right of Withdrawal and Returns

Order Cancellation

Before an item has been shipped, you are entitled to cancel one or more items in your order. Select each item you wish to cancel by ticking the cancellation checkbox and then confirm by clicking the Accept Cancellation button. Once you complete the cancellation process, we will issue the refund within 4-7 days, using the same payment method you used for the purchase.

As our service provider, MODUSLINK B.V.—a company offering e-commerce services across the global supply chain and, within that framework, tax and regulatory compliance as well as fraud-protection services to ensure transaction security in accordance with the EU GDPR—will manage all refunds for cancellations or returns.

To access and read all information related to the agreement terms with MODUSLINK B.V., please click the following link.

Right of Withdrawal and Returns

In accordance with European legislation, you have the statutory right to withdraw from your purchase within 14 calendar days of receiving the product, without providing any reason. Our commercial returns policy is integrated with this right to provide you with a simple and straightforward process.

Return conditions vary depending on whether you collected your product at an Orbea store or received it at home.

To process any return or exercise your right of withdrawal, a return request number associated with the order is required. This number will be generated automatically when you log into your user account, select the item(s) from your order and click the unified "Return / Withdraw Purchase" button. You will receive an automatic email containing your request number, which serves as the legal acknowledgement of receipt.

Important information regarding the condition of the product: Under the statutory right of withdrawal, you are entitled to inspect the product as you would in a physical retail store. If the product is returned with a loss in value resulting from handling beyond what is necessary to establish its nature, characteristics or functioning (such as significant damage or extensive outdoor use), Orbea reserves the legal right to deduct the corresponding loss in value from the total refund amount. Whenever possible, please return the product together with its original labels and packaging to facilitate processing at our warehouse.

If we receive a return after the 14-day period, a product sent in error, or a product that does not comply with the applicable legal conditions, we will contact the customer. If the product is not collected within two months of being made available for collection, or if the customer refuses to receive it, the product will be deemed abandoned. Where possible, we also reserve the right to charge the customer any costs incurred in returning the package to their attention.

We are also authorized to charge you the corresponding costs if it is possible to process the return of the parcel back to you.

Deadlines & General Conditions

The product may be returned or withdrawn from within 14 calendar days of delivery.
To qualify for a full refund, the product must remain in the condition expected after a normal in-store inspection (with no signs of road use or wear).

Orders Collected In-Store

From My Account > Orders, mark the items you wish to return and confirm by clicking the return-confirmation button.
Both the store and you will receive an email with a return authorization number.
Deliver the product to the store where you collected it.
The store will verify the product condition and the refund will be processed within 4–7 days, via the same payment method used for purchase, including initial shipping costs.

Orders Shipped to Home

From My Account > Orders, select the item(s) and confirm by clicking the unified "Return / Withdraw Purchase" button.
You will receive an email confirming your return/withdrawal request, including your order number and a shipping label with the return address, which must be attached to the outside of the package.

ORBEA
Pol. Industrial Goitondo s/n
48269 Mallabia (Bizkaia)
Spain

Only prepaid returns will be accepted, as in the event of a return or withdrawal, the customer is responsible for the direct costs of returning the goods (reverse logistics).
Once we receive the product at Orbea and verify its condition, the refund will be processed within 4–7 days, including the original delivery costs (except in the case of a partial withdrawal, where the customer retains part of the original order).

Damaged or Incorrect Products

Damaged in transit: Note the damage on the delivery slip, do not open the package, and contact Customer Service immediately: [email protected]
| 900 670 018.
Incorrect item: Contact Customer Service to arrange a replacement or return.

Product Exchanges

Orbea issues refunds only. If you need a different size, color, or model, please place a new order.

Personalized Products

Exceptions to the Right of Withdrawal and Returns (Custom Bicycles): In accordance with Article 103(c) of the Spanish General Law for the Protection of Consumers and Users (Royal Legislative Decree 1/2007), the right of withdrawal and return does not apply to goods made to the consumer's specifications or clearly personalised. As our bicycles are configured and assembled according to your individual instructions, all sales of customised products are final, and no exchanges or returns will be accepted, except in the event of a manufacturing defect covered by the statutory warranty.