Purchase, shipping and return policies and conditions
1. Order Acceptance
By making a purchase in our physical stores or on our website, the customer accepts the conditions and policies described in this document. The customer also agrees to the terms and conditions applicable to the sale of the product.
2. Prices and Payment Methods
Prices: All product prices on our website are expressed in Colombian pesos (COP) and include applicable taxes, unless otherwise stated.
Payment Methods: We offer multiple payment options: bank transfer, credit card, debit card, cash or Sistecrédito (Bogotá D.C. only) and ADDI. Payment must be completed before the order is processed and shipped.
3. Product Availability
Availability: All products we offer are subject to availability. If an item is unavailable after the order is placed, we will contact the customer to offer an alternative or refund the corresponding amount.
IMPORTANT: If the reserved item is no longer available after payment within the indicated time (30 minutes), we will contact the customer to offer an alternative or refund the corresponding amount.
Product Reservation: Reserved products are not considered sold until payment has been processed and confirmed.
Deposits: A deposit equal to 10% of the product's price is accepted. Once this initial payment is confirmed, the customer will have two weeks to complete the full payment and pick up the product.
IMPORTANT: The customer should note that if they decide to change the product, color or version (voltage) initially selected, they may only do so within five (05) calendar days of their payment; after this period, a penalty of $50,000 will apply. This penalty is because the product(s) in question were reserved and, as a result, were unavailable for sale to other customers during the reservation period.
Deposit Withdrawal: Withdrawal of the deposit only applies within five (05) calendar days of the deposit. Bank fees for refunding these amounts paid through payment methods such as card terminals, cash, transfer, payment link or BOLD link will be borne by the customer.
4. Shipping Process
Shipping Times: Delivery time depends on the customer's location and the type of shipping selected during checkout. The estimated delivery time is 5-7 business days after full payment has been confirmed.
Shipping Cost: Shipping costs vary depending on the destination and the options selected. These costs will be calculated when the order is placed, and the customer will be notified of the shipping price (this amount is set by the logistics operator).
Delivery Responsibility: We strive to deliver products within the
estimated time, but we are not responsible for delays caused by external factors such as weather conditions, logistics issues, customs, etc.
5. Return and Refund Policy Returns:
The customer has the right to return any product within 5 days
of receipt, provided the product is in its original condition, unused and with all packaging intact. The customer must cover the return shipping costs, unless the product is defective. IMPORTANT: Applies only to online store purchases.
Refunds: Refunds will be processed once the product has been received and evaluated. The refund will be made using the same payment method used for the purchase or to the bank account designated by the customer.
Exceptions: We do not accept returns of products that have been customized,
used, or that show damage caused by misuse or accidents.
IMPORTANT: Upon delivery, the customer must verify that the product is
in perfect condition. If the customer receives the product without reporting any issue, it will be understood that it has been received satisfactorily and in accordance with the order.
6. Product Warranty Warranty Coverage:
All our products carry a warranty from the date of purchase. The warranty does not cover damage from misuse, accidents or normal wear and tear of parts.
(SEE MORE INFORMATION IN THE WARRANTY POLICY AND COVERAGE).
Claim Process: To use the warranty, the customer must present the purchase
receipt and, in some cases, send the product to an authorized service center. Shipping costs will be borne by the customer, unless the product has a factory defect. (THIS APPLIES TO PURCHASES IN PHYSICAL STORES OR THROUGH OUR ONLINE CHANNELS).
7. Privacy Policy
The personal information you provide will be handled in accordance with our Privacy Policy, which is available in our physical stores or on our website. We will not
share personal information with third parties without the customer's consent, except to deliver the purchased products.
8. Customer Responsibility
Product Use: The customer is responsible for the proper use of the purchased products, following the manufacturer's instructions, especially for products that require assembly or maintenance.
Maintenance: For products such as Velmpus or other mobility items, we recommend periodic maintenance and following the manufacturer's recommendations to ensure the product works properly.
RECOMMENDATION: FOR PRODUCT USE AND MAINTENANCE, IT IS IMPORTANT TO READ THE USER MANUAL.
Invoicing: The customer is responsible for providing their personal details correctly, as this information will be used for the corresponding invoice.
9. Changes to the Conditions
We reserve the right to modify or update these conditions at any
time. Changes will apply from the date of publication in the physical stores or on the website. Customers are advised to review these policies regularly to stay informed of any changes.
10. Customer Service
If you have any questions or concerns about these policies or need assistance with your order, please contact our customer service team by email at E-commerce@evobikecolombia.co or by calling 3103363657 or 3107739537. Our WhatsApp service is also available at the same contact numbers.