Complaints and Warranty Policy
Complaints
If a customer finds technical defects or damage caused during delivery in the received goods, they should report it through the complaint form or by email to service@ovivobikes.com. We prefer contact through the form for easier and faster complaint handling.
The store administrator will arrange with you the method of collecting the complained goods.
We do not accept any cash on delivery shipments. We reimburse the costs associated with returning the complained goods immediately after receiving the shipment and considering the complaint.
The returned goods should be accompanied by an invoice, receipt, or printout of the purchase confirmation received by email. All complaints are considered within 14 days of their receipt at the latest.
Damaged goods will be replaced with other, full-value ones, and if this is no longer possible, for example due to lack of stock, we will refund the buyer the equivalent of the product price or offer them other goods available in the store to choose from.
Our legal obligation is to deliver the ordered goods to you without defects. However, if the received product has hidden defects or is damaged during use due to reasons beyond the user’s control, you can use the warranty right.
Warranty Conditions
- The warranty period ranges from 6 months to 1 year and is specified in the product description and on the website www.ovivobikes.com/warranties/. The basis for accepting the complaint is proof of purchase in the form of an invoice issued by us or a copy of the end customer’s proof of purchase in case of further resale.
- As a rule, defective goods should be returned to the seller to enable them to examine the validity of the complaint. In case of doubt, contact your sales representative to determine the details.
- For the complaint to be processed quickly and efficiently, the following conditions should be met:
- The warranty period is 6 months to 1 year from the date of purchase or further resale (details are given directly in the offers). The warranty is valid only in the territory of Poland.
- Repairs/replacements of equipment during the warranty period are performed by the Guarantor.
- If a defect or damage to the equipment is found during the warranty period, it will be repaired free of charge within 14 days from the date of delivery to the Guarantor.
- Equipment for repair should be delivered to the Guarantor in the original factory packaging. In the absence of complete packaging, the risk of damage during transport is borne by the complainant.
- Complained products are collected cyclically from the customer in accordance with the agreement via courier after prior written notification of the complaint through the complaint form or email address service@ovivobikes.com.
- The condition for accepting the device for warranty repair/replacement is the delivery by the complainant:
- Proof of purchase copy/original
- Complained product (without accessories) with undamaged manufacturer’s seals (if applicable to the complained product).
- The Guarantor may refuse to perform warranty repair/replacement if there are signs of tampering with seals or traces of repairs made by unauthorized persons.
- The warranty does not cover equipment:
- Modified or used contrary to its intended purpose,
- Mechanically damaged (damage resulting from dropping the product, short circuit in the electrical installation, contamination, etc.),
- Damaged due to improper use or incorrect installation.
- The warranty does not cover activities belonging to basic operational service, e.g., equipment installation.
- In the case of an unjustified complaint (after the Guarantor determines the correct operation of the equipment) or rejection of this warranty, the Contractor covers the costs of transporting the device to and from the Guarantor.
- The Guarantor will not be responsible for the timeliness of warranty services if their activity is disrupted by unforeseen circumstances of a force majeure nature.
- Apart from this warranty, there are no other express warranties, written or oral.
- The warranty for sold consumer goods does not exclude, limit, or suspend the buyer’s rights resulting from the provisions of the warranty for defects in the sold item.
- In accordance with Art. 558 § 1 of the Civil Code, the Seller’s liability under the warranty for the Product towards a Contractor who is not a consumer is limited to 12 months from the date of purchase.
- Products intended for installation and connection to the network are subject to warranty only if they are installed by specialized and qualified installers, confirmed by proof of purchase of such a service (invoice or receipt).
If you have any questions, please contact us:
Email: service@ovivobikes.com
or through the contact form