Shipping Policy
When the Internet User chooses several methods from home delivery and Click & Collect, the Internet User will receive different e-mails and/or SMS messages, as these are separate orders with their own conditions.
JOE BIKE informs the Internet User that the shop manages its own stock and is the sole decision-maker when it comes to validating or cancelling an Internet User's order due to the unavailability of the product(s) ordered.
Home Delivery : The home delivery service is available in mainland France. As soon as the order is confirmed, the products ordered are prepared and given to the carrier, subject to availability, within 5 working days. For pre-ordered products (non-immediate availability, the date of which is indicated on the site), the products will be prepared and given to the carrier within 5 working days of the date indicated on the site when the order was placed. As soon as the order has been dispatched, the Internet User will be informed by e-mail or by telephone (on the number given when the order was placed).
For home delivery of bicycles, the carrier will contact the Internet User directly to make an appointment. If the Internet User is absent at the agreed time, the carrier will contact the Internet User by e-mail and by telephone in order to schedule a new appointment.
In the event of a delay in delivery, beyond the period agreed at the conclusion of the contract, the Internet User must contact JOE BIKE customer service by telephone, by e-mail or by post to the contact details indicated on the Site, in order to request that the delivery be made within a reasonable additional period, or that the order be cancelled.
In the event of cancellation, the Internet User will be reimbursed all sums paid, including delivery costs, within 14 days.
Products are delivered by the carrier to the delivery address indicated when the order was placed on the Site.
If the Internet user wishes to have the products delivered to more than one delivery address, he/she must place several orders; the delivery charges for each order will be due.
In the event of exceptional stock shortages, JOE BIKE will inform the Internet User by e-mail as soon as possible. The Internet User may choose a partial delivery of the available product(s) with a refund of the purchase price of the undelivered product(s) or request a total cancellation and a refund of the entire order, including delivery costs.
Delivery transfers ownership and risks of the order to the Internet User.
With regard to the receipt of packages, JOE BIKE strongly recommends that the Internet User check the apparent condition of the products when their package is delivered by the carrier (such as crushed, deformed, punctured or stained packages for example). JOE BIKE also recommends keeping the original packaging of the products before putting them into service and using them for the first time, especially for bicycles, so that the products can be returned to the JOE BIKE shop by the carrier if necessary.
The Internet User must express any reservations on the carrier's delivery note or receipt and inform JOE BIKE within 3 days following receipt of the product(s).
Click & Collect : JOE BIKE's Click and Collect service is only available in mainland France in participating JOE BIKE shops.
Orders recorded on the Site may be modified according to product availability, which may vary between confirmation and validation of the order.
JOE BIKE undertakes to inform the Internet user by e-mail of the product(s) that have become unavailable at the time the order is validated by the chosen collection shop.
Unavailability results in the cancellation of the product(s) concerned.
Once the order has been registered on the Site, the Internet User will receive an e-mail confirming the order.
The Internet User's bank account is debited at the time the order is placed. Receipt of delivery results in transfer of ownership to the Internet User.
If the entire order is unavailable, the Internet User will receive an e-mail informing him/her of the cancellation of the order by the chosen shop. In the event of cancellation, the Internet User will be reimbursed for all sums paid, including delivery costs, within 14 days.
Refund Policy
Any product used by the Internet User is no longer a new product, and as such is not eligible for return and reimbursement.
Conditions for exercising the right of withdrawal: In accordance with the legal provisions in force, the Internet User who places an order (Click & Collect, Home Delivery) via the Site has a right of withdrawal, without having to give any reason, within a period of 14 calendar days from the day following the date of receipt or collection of the order by the Internet User or a third party designated by the Internet User other than the carrier.
If the withdrawal period expires on a Saturday, Sunday or public or bank holiday, the period is extended until the 1st working day thereafter.
This period is deemed to have been respected if the Internet user returns the order before the 14-day period has expired.
In accordance with article L. 221-28 of the French Consumer Code, certain products are excluded from the right of withdrawal:
Products which have been unsealed by the Internet User and which cannot be returned for reasons of hygiene or health protection. For example (and without this list being exhaustive): underwear, etc;
Products in the category of Personal Protective Equipment (PPE). For example (and without this list being exhaustive): bicycle helmets, etc... ;
Products made to the Internet User's specifications or clearly personalised;
Perishable products, such as food products.
How to exercise the right of withdrawal: To exercise their right of withdrawal, Internet users must notify JOE BIKE of their decision to withdraw by means of an unambiguous statement:
By post with acknowledgement of receipt, to the following address Customer Service - JOE BIKE, 119 avenue des Tisserands, 40150 Soorts-Hossegor
By e-mail to the following address: contact@joebike.fr
Click & Collect order: The Internet User may return his/her order to the JOE BIKE shop where he/she has collected his/her equipment, no later than 14 days after having communicated his/her decision to cancel.
Orders delivered at home: The Internet User will be contacted by the JOE BIKE customer service department by e-mail which will inform him of the return procedure according to the products to be returned. The return costs are at the customer's expense.
Effects of exercising the right of withdrawal: JOE BIKE systematically checks the general condition and functioning of the returned products, whatever the method of delivery, before proceeding with reimbursement.
JOE BIKE reserves the right to refuse to reimburse any product sold as new which is not returned as new, which has been used, whether damaged, soiled, etc., showing signs of use exceeding what is necessary to establish the nature, characteristics and proper functioning of the product, incompatible with the testing of the product, rendering the product unfit for resale.
JOE BIKE reserves the right to refuse to reimburse any second-hand product that has been used, whether damaged, soiled, etc., showing signs of use exceeding what is necessary to establish the nature, characteristics and proper functioning of the product, incompatible with product testing, making the product unfit for resale.
Any Personal Protective Equipment (PPE), such as a bicycle helmet, excluded from the right of withdrawal, is not eligible for return and reimbursement.
The Internet User must return the new or used product(s) with the accessories and instructions supplied, if possible in their original packaging, failing which in suitable packaging that correctly protects the product(s) returned.
JOE BIKE will reimburse the Internet User for all sums paid, if the order is returned in its entirety, within a maximum of 14 days from receipt of the new product(s), subject to the condition of the product.
The order registered by the Internet User may be shipped several times, i.e. in several separate packages.
The Internet User who returns his/her entire order, made up of one or more shipments, will be reimbursed for the amount of his/her order, including the initial delivery costs. The cost of returning the goods shall be borne by the Internet User.
Internet users who return part of their order, i.e. one of the two shipments making up their order, will be reimbursed for the amount of the products returned, including the initial delivery costs. The cost of returning the goods shall be borne by the Internet User.
In the event of the return of a product purchased on special offer, JOE BIKE will reimburse the product at the reduced price in force on the day of the order paid by the Internet User, and not at the price of the product excluding the special offer.
Any product returned remains the exclusive property of JOE BIKE.
JOE BIKE will proceed with the reimbursement by crediting the bank account used at the time of the order, unless the Internet User expressly requests another method of reimbursement.
If reimbursement proves impossible, for example due to theft or fraud of the bank card used, the Internet User must contact Customer Service. For security reasons, Customer Services will ask the Internet User to explain and justify the reason why it is impossible to make a refund to the bank account used when the order was placed, and will proceed to check the Internet User's identity. In case of serious doubt, JOE BIKE reserves the right to refuse reimbursement to a bank account other than the one used for the order.
The above in no way prevents the application of legal guarantees when the conditions are met (see Article 12 - Guarantees).
Cancellation / Return / Exchange Policy
In the event of any difficulty or question relating to the return of a product, the Internet User is invited to contact Customer Services using the following details:
By e-mail to: contact@joebike.fr
By post to JOE BIKE - Customer Service - 119 av des Tisserands, 40150 Soorts-Hossegor.
Exchanging a product : No exchanges are accepted from the Site.
