Shipping Policy
When the Internet User chooses more than one of the home delivery and Click & Collect methods, they will receive different e-mails and/or SMS messages, as these are separate orders with their own terms and 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 arrange an appointment. If the Internet User is absent at the agreed time, the carrier will contact him/her by e-mail and telephone to arrange a new appointment.
In the event of a delay in delivery, beyond the period stipulated when the contract was concluded, the Internet User must contact JOE BIKE customer service by telephone, e-mail or post using the contact details indicated on the Site, in order to request that delivery be made within a reasonable additional period, or that the order be cancelled.
In the event of cancellation, the Internet User will be refunded 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 order 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 parcels, JOE BIKE strongly recommends that the Internet User check the apparent condition of the products when their parcel is delivered by the carrier (such as crushed, deformed, perforated or stained parcels 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 if necessary the products can be returned to the JOE BIKE shop by the carrier.
The Internet User must express any reservations on the carrier's delivery slip or receipt and inform JOE BIKE within 3 days following receipt of the product(s).
Click & Collect: the JOE BIKE Click and Collect service is only available in mainland France in participating JOE BIKE shops.
Orders recorded on the Site may be modified depending on the availability of products, 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 point.
Unavailability will result 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 refunded 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 refund.
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 a 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.
Under article L. 221-28 of the French Consumer Code, certain products are excluded from the right of withdrawal:
Products that have been unsealed by the Internet User and that cannot be returned for reasons of hygiene or health protection. For example (and without this list being exhaustive): underwear...;
Products classified as Personal Protective Equipment (PPE). For example (and this list is not exhaustive): bicycle helmets, etc... ;
Products made to the Internet User's specifications or clearly personalised;
Perishable products, such as foodstuffs
How to exercise the right of withdrawal: To exercise his right of withdrawal, the Internet User must notify JOE BIKE of his 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 orders: The Internet User may return their order to the JOE BIKE shop where they have collected their equipment, no later than 14 days after having communicated their decision to cancel.
Order delivered at home: The Internet user will be contacted by JOE BIKE customer service by email who 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 returned products, whatever the method of delivery, before proceeding with reimbursement.
JOE BIKE reserves the right to refuse reimbursement for 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 reimbursement for 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 the testing of the product, rendering 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 refund.
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 period 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.
Internet users who return their entire order, comprising one or more shipments, will be reimbursed for the amount of their 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.
All returned products remain the exclusive property of JOE BIKE.
JOE BIKE will make the refund by crediting the bank account used for the order, unless the Internet User expressly requests another method of refund.
If reimbursement proves impossible, for example due to theft or fraud of the bank card used, the Internet User must contact Customer Services. For security reasons, the Customer Service Department will ask the Internet User to explain and justify the reason why it is impossible to refund the money to the bank account used at the time of the order, and will proceed with a verification of his/her identity. In the event of serious doubt, JOE BIKE reserves the right to refuse reimbursement to a bank account other than the one used for the order.
The foregoing in no way precludes the application of the legal warranties where the conditions are met (see Article 12 - Warranties).
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 JOE BIKE - Customer Service - 119 av des Tisserands, 40150 Soorts-Hossegor.
Exchanging a product: No exchanges are accepted on the Site.
