How can I make an exchange, return or cancellation?
To make an exchange or return, you must access our returns portal by clicking HERE.
What are the conditions for an exchange or return?
You must make the return within 14 calendar days after receiving the order.
The return must be made from the same country to which the shipment was made.
The item must be returned with the tags and product packaging in its original condition.
The item must be in its original, unused, unaltered condition. The equipment must not have been used and the accessories must not have signs of having been mounted. In this case, we will not be able to carry out the return. Only the following exceptions will be made:
Wrong product: you have received the wrong reference or size, it does not correspond to the one ordered.
Incompatibility: the compatibility specified on the website is not correct, which prevents you from installing the reference on the bike.
Damaged product: The product has been damaged during transport. Important: please contact our customer service as soon as you know about the damage to the product.
Shipping costs
Western Europe: First exchange shipping cost: 10 €, Second exchange shipping cost: 10 €. Shipping cost for return: 10 €.
Eastern Europe: First exchange shipping cost: 20 €, Second exchange shipping cost: 20 €. Return shipping cost: 20 €.
Spain Mainland and Balearic Islands: Shipping costs for first exchange: 0 €, Shipping costs for second exchange: 7 €. Shipping costs for return: 7 €.
Canary Islands, Ceuta and Melilla: First exchange shipping cost: 0 €, Second exchange shipping cost: 7 €. Shipping costs for return: 7 €.
Rest of the World: First exchange shipping cost: 70 €, Second exchange shipping cost: 70 €. Shipping cost for return: 70 €.
What happens if the product is received with defects?
The maximum period to request an exchange of the defective item is 14 calendar days from the date of receipt of the order.
As soon as we receive the defective product, we will send you a new one. The exchange will always be for the same item or reference.
Please note that only the first shipment will be charged; By City will be responsible for the cost of retrieving the defective item and shipping the correct item.
When and how will I be reimbursed for a return?
If the return conditions are met, the refund will be made within approximately 15 days of receipt of the product, and will be made using the same payment method you chose for the order, whenever possible.