Returns
Customers have the right to request a return within 14 days after receiving their order, in accordance with Dutch and European consumer law.
To be eligible for a return:
- The item must be unused, unworn, and in the same condition as received.
- The item should be returned in its original packaging where reasonably possible.
- A proof of purchase or order number must be provided.
- Customers must contact us before sending any item back.
Items returned without prior communication may experience delays in processing.
Return Shipping Costs
Unless otherwise stated below, customers are responsible for the costs of returning items.
However, we will cover the return shipping costs and provide an appropriate solution if:
- The wrong product was delivered;
- The wrong size was shipped by us compared to the size ordered by the customer;
- The product arrived damaged due to shipping;
- The product contains a manufacturing defect.
In these situations, please contact our Customer Support Team before returning the item so that we can arrange the appropriate return procedure.
Shipping costs paid at the time of purchase are non-refundable unless required under applicable law.
Non-Returnable Products
The following items cannot be returned:
- Perishable goods (including food and beverages);
- Flowers;
- Newspapers or magazines;
- Intimate or sanitary goods;
- Hazardous materials;
- Flammable liquids or gases;
- Gift cards;
- Downloadable software products;
- Certain health and personal care products.
Made-to-Order / On-Demand Products
Some products sold through our webshop are produced specifically after an order is placed ("made-to-order" or "on-demand").
These products may have limited eligibility for returns or exchanges once production has started.
This applies particularly to:
- Products manufactured specifically following purchase;
- Limited edition products;
- Personalized products;
- Custom-produced products.
Customers are strongly encouraged to carefully review:
- Product descriptions;
- Size charts;
- Product specifications;
- Images and available information;
before completing their purchase.
If a cancellation request is received before production has started, we may review the request on a case-by-case basis.
Nothing in this policy limits a customer's statutory rights relating to defective or incorrectly supplied products.
Defective or Damaged Products
If a product arrives damaged or develops a manufacturing defect within a reasonable period of normal use, customers should contact us as soon as possible.
Examples include:
- Print peeling;
- Broken seams;
- Faulty zippers;
- Manufacturing defects;
- Damage not caused by misuse or normal wear and tear.
Customers may be asked to provide:
- Order number;
- Photographs of the issue;
- A brief explanation of the defect.
Depending on the circumstances, we may choose to:
- Repair the product;
- Replace the product;
- Offer a partial refund;
- Offer a full refund.
This policy does not affect the customer's statutory rights under Dutch and European consumer law.
Incorrect Orders
If you receive an incorrect product, an incorrect size compared to what was ordered, or if any item is missing from your shipment, please contact us as soon as possible.
Once verified, we will provide instructions and arrange an appropriate solution, including covering any necessary return shipping costs.
Exchanges
We only replace items when:
- The product is defective;
- The incorrect product was supplied;
- The incorrect size was shipped by us.
If you require an exchange due to one of the situations above, please contact us using our contact form or customer support email before returning the item.
For sizing issues resulting from an incorrect selection by the customer, standard return conditions apply and return shipping costs remain the customer's responsibility.
Partial Refunds
In certain circumstances, only partial refunds may be granted, including but not limited to:
- Books showing obvious signs of use;
- Opened CDs, DVDs, software, video games, cassette tapes, or vinyl records;
- Items not returned in their original condition for reasons not caused by our error;
- Items returned outside the 14-day return period where we nevertheless choose to accept the return.
Refund Process
Once your returned item has been received and inspected, we will notify you by email that we have received your return.
We will also inform you whether your refund request has been approved or rejected.
If approved, your refund will be processed using the original payment method.
Please note that refunds may take up to 10 working days to appear in your account, depending on your bank or payment provider.
Late or Missing Refunds
If you have not yet received your refund:
- Check your bank account again;
- Contact your credit card provider, as posting times may vary;
- Contact your bank, as processing delays can occur.
If you have completed these steps and still have not received your refund after 10 working days, please contact our Customer Support Team.
Sale Items
Unless otherwise required by applicable law, only regular-priced items may be refunded.
Sale items may not be eligible for refunds.
This restriction does not apply to defective products or situations where consumer rights under Dutch or European law require otherwise.
Gifts
If an item was marked as a gift and shipped directly to the recipient, a gift credit may be issued for the value of the returned product.
If the gift was shipped to the purchaser first, any applicable refund will be issued to the original purchaser.
Contact Us
For all return, exchange, refund, or defect requests, please contact us at: support@rocketscycling.com
Please include:
- Order number;
- Description of the issue;
- Photographs (where applicable).
Our team will be happy to assist you.