Returns, cancellation and warranty
Every Forgione frame and bike is built from your measurements and your choices, so it can't be returned like an off-the-shelf product. Here is what applies if you change your mind, if there is a defect or if the parcel arrives damaged.
Made-to-measure products: no returns
Frames, complete bikes and builds
I build them to your measurements and with the components you choose. Under EU consumer law (Directive 2011/83/EU, article 16(c)) and the equivalent UK rules, the 14-day right of cancellation does not apply to goods made to the consumer's specifications or clearly personalised. Once the order is confirmed, the product can't be returned or refunded because you changed your mind.
Before I start building, we agree together on measurements, geometry, components and price: nothing starts without your confirmation.
Standard components
Off-the-shelf parts, not built or modified for you
If you buy a standard component from me at a distance, as a private customer you have 14 days from delivery to change your mind. Let me know before sending it back: it must be returned unused and in its original packaging, return shipping is at your expense, and I refund you within 14 days of your notice, once I have received the product.
If there is a defect
All products, including made-to-measure ones, are covered by the legal guarantee of conformity that applies to private buyers in your country (2 years in the EU). On top of that, every frame comes with the Forgione warranty: 3 years against manufacturing defects and a 2-year crash warranty. Read the Forgione warranty conditions.
If the parcel arrives damaged
- Check the packaging on delivery, in front of the courier. If it is crushed, torn or wet, sign for it with a written note describing the damage (for example "box damaged on one side, contents not checked") or refuse the parcel, and take photos. Signing without a note, or with a generic one, makes a claim harder.
- If the damage only shows when you open the box, photograph the product and the packaging and let me know within 48 hours of delivery, keeping all the original packaging. This lets me open the claim with the courier within the courier's deadlines.
For any problem, contact me before sending anything back: we talk it through and agree on what to do.
These conditions are in addition to your statutory rights as a consumer and do not limit them. Prices, shipping and lead times are on the Prices and shipping page.
