Shipping and Returns Policy
At Start Bikes, we work to prepare and dispatch every order as quickly and securely as possible. Below you will find information about processing times, delivery, tracking and returns for orders placed in our online store.
1. Order processing
We will begin processing orders once payment has been confirmed. Our usual processing times are as follows:
- Product available in store: usually prepared and dispatched within 1 or 2 working days.
- Product available in our secondary warehouse: usually prepared and dispatched within 2 to 4 working days.
- Product available to order: the estimated timeframe will be indicated on the product page or communicated to the customer before dispatch.
Orders containing personalised products, special assemblies or items available to order may require additional processing time.
During promotional campaigns, public holidays or periods of high order volume, processing times may be longer. If we are unable to meet the original timeframe, we will contact the customer to provide a new estimated date and request their agreement.
2. Delivery times
Once the order has been prepared and handed over to the carrier, the customer will receive a shipping confirmation.
- Mainland Spain: delivery usually takes 48–72 working hours from shipping confirmation. (€6)
- Balearic Islands: delivery may take up to 7 working days. (€8)
- Other destinations: the estimated delivery time will depend on the country, delivery area and selected shipping service. (€15)
These timeframes are estimates and may be affected by public holidays, logistical issues, weather conditions, customs procedures or circumstances beyond Start Bikes' control.
3. Delivery address
The order will be sent to the address provided by the customer during checkout. The customer is responsible for checking that the delivery details are complete and correct before confirming the order.
If you notice an error in the address, please contact us as soon as possible. Once the order has been dispatched, it may not be possible to change the address, and additional shipping charges may apply.
4. Receiving your order
Start Bikes is responsible for the order until it has been delivered to the customer or a person authorised to receive it, unless the customer has independently arranged a carrier not offered by Start Bikes.
Upon delivery, we recommend checking the exterior condition of the parcel. If it shows dents, damage or clear signs of tampering, please record the issue on the carrier's delivery note and notify us as soon as possible, attaching photographs of the packaging and the product.
5. Right of withdrawal
Consumers who make an online purchase have 14 calendar days from receipt of the order to notify us of their decision to withdraw from the purchase, without having to give a reason.
To exercise this right, you must notify us by means of a clear statement using one of the following contact methods:
Start Bikes
C/ Barcelona, 50
08310 Argentona, Barcelona
Email: info@start-bikes.com
Phone: 93 707 49 88
After notifying us, the customer must return the products without undue delay and no later than 14 calendar days after the date on which they communicated their decision.
6. Condition of returned products
Products must be returned properly protected and, wherever possible, with their original packaging, accessories, manuals and all other items supplied.
The customer may examine the product in the same way as they would in a physical store. However, they will be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
Products that have been installed, assembled, used, damaged or handled beyond what is necessary to inspect them will not be accepted under our commercial returns policy, without prejudice to the consumer's rights in the event of a defective or non-conforming product.
7. Electrical and electronic components
Before installing or connecting a controller, motor, battery, throttle or any other electrical or electronic component, we recommend carefully checking its compatibility with the relevant bicycle, motorcycle or system.
Electrical or electronic products that have been installed, connected, programmed, used or handled may suffer a reduction in value and cannot be considered to be in the same condition as a new product.
This condition does not limit the consumer's statutory rights if the product has a manufacturing defect, does not conform to the contract or does not match the item purchased.
8. Products excluded from the right of withdrawal
Under the applicable legislation, the right of withdrawal does not apply in certain cases, including:
- Products made to the customer's specifications or clearly personalised.
- Services that have been fully performed, where performance began with the customer's express consent and acknowledgement that they would lose their right of withdrawal.
- Other products covered by legally established exceptions.
Ordering a product from a supplier does not, in itself, make it a personalised item. Any special manufacturing or personalisation conditions will be communicated before the purchase is confirmed.
9. Return shipping costs
When a return is made under the right of withdrawal, the customer will bear the direct cost of returning the products.
The customer may arrange their own carrier or ask Start Bikes to organise collection. If you request our collection service, we will inform you of the cost in advance so that you can accept it before we arrange transport.
When a return is due to a defective or incorrect product, or a product damaged in transit, Start Bikes will cover the applicable return shipping costs.
Returns sent with shipping charges payable by the recipient will not be accepted without prior authorisation.
10. Refunds
Once we have been properly notified of the withdrawal, we will refund the applicable amounts, including the order's standard delivery charges where required by the applicable legislation.
If the customer selected a delivery option more expensive than the standard delivery offered, the difference for the additional service will not be refunded.
The refund will be issued using the same payment method used for the purchase, unless expressly agreed otherwise. No penalties will be applied based on the payment method used.
Start Bikes may withhold the refund until we have received the products or until the customer provides valid proof that they have returned them, whichever occurs first.
11. Defective products or incorrect orders
The right of withdrawal is separate from the statutory guarantee. If the product received is defective, damaged or does not match the order placed, the customer must contact Start Bikes so that we can review the issue and provide an appropriate solution.
In these cases, please do not send the product back independently without contacting us first.
12. Customer service
For any questions about shipping, exchanges or returns, you can contact us:
Start Bikes
C/ Barcelona, 50 – 08310 Argentona, Barcelona
Email: info@start-bikes.com
Phone: 93 707 49 88
Opening hours: Monday to Friday, 10:00–13:00 and 16:00–19:00