Group: Return policy

I provided an incorrect delivery address. What now?

Orders will be shipped to the address that has been provided by the customer. This is the reason why customers must place their order online. The customer is responsible for entering the correct invoicing address, delivery address, and contact details.

If a customer enters an incorrect address, then the order will be shipped to this incorrect address. In that case there are two options:

  1. the address actually exists and the order gets delivered to this address. For example, the address should be Green Road 158, but the customer entered Green Road 185. In that case the order is considered as delivered correctly, and the customer must collect the parcel at (e.g.) Green Road 185.
  2. the address doesn’t exist, so the parcel cannot get delivered.  In that case the parcel gets returned to the warehouse, and will be automatically refunded minus the shipping costs. A credit note will be issued automatically and the refund will occur through the same channel as the original order (Paypal, Visa, Bancontact, iDeal,…).

Note that if the customer still wishes to receive the package, then they must place a new order.

I have a question about a bicycle

This question comes in many varieties:

  • I have a question about a bicycle (part) I want to buy…
  • I have purchased a bicycle (part) that I want to return…
  • Can you give advice about a bicycle (part)?
  • Do you have this or that bicycle part in your stock?

Well, sorry to burst your bubble, but we don’t sell bicycle parts so we can’t help you with that. You have purchased your bike somewhere else.

Please check your invoice where you bought your bicycle (part) and contact the correct shop owner. Also, please don’t return bicycles or bicycle parts to our warehouse. We can’t do anything with it…

Thank you, and have a nice day! 🙂

What are the instructions for returning a product?

As described in the Return Policy in the Conditions, private customers have up to 60 (sixty days) to announce a (partial) cancellation and return of items. Below are the detailed steps on how to return an item.

First go to your account page and ask for a refund.

This is valid for all customers, whether they live inside or outside the EU, for private customers just as well as business customers.  Once we have received your request for a (partial) cancellation and return of items we create a return order in our warehousing system and communicate the return order number to you. It will have the format “PO12345”. Do not return any items before you have received the “PO12345” number.

Put the merchandise including all original labels and tags, in a sturdy cardboard box and mention the “PO” number on the outside of the box, or on a slip of paper inside the box. Then ship the items to our warehouse within fourteen (14) days after announcing the return. We highly recommend that goods are returned with a tracking code!

Warehouse address:
Webship, attention of CanyonStore
Oudenaardestraat 84 gate 61, 8570 Vichte, Belgium

Once the package has been received at our warehouse it will be examined for damages. If there are no damages, then the returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. That’s it!

Unfortunately, there is more paperwork involved for customers residing outside the EU. So what do you need to do?

Once we have received your request for a (partial) cancellation and return of items we create a return order in our warehousing system and communicate the return order number to you. We will also create a credit note and a return document for the Belgian customs department and send it to you.

Put the merchandise including all original labels and tags, in a sturdy cardboard box. Include a document folder (on both the outside and inside the box) with a print out of the following documents

    1. a copy of the invoice of your original order
    2. a copy of the credit notes that we have sent you
    3. a signed and dated copy of the return documents for BE customs that we have sent you
    4. a copy of the original shipping label
    5. a slip of paper mentioning the “PO” number

Then ship the items to our head quarters within fourteen (14) days after announcing the return. Returns from outside the EU must not be returned to the warehouse, but to our sales manager (Daniel Buvens) for customs clearance. We highly recommend that goods are returned with a tracking code!

HQ address:
Daniel Buvens,
Firmin Jacobslaan 44,
3545 Halen, Belgium

If you can’t find the original invoice, or the original shipping label, then don’t worry… we can send it to you as a PDF. Once the package has been received at our warehouse it will be examined for damages. If there are no damages, then the returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. Please note though that returns from outside the EU can take anything between 7 and 90 days to get processed by Customs. That’s it!

Can I return goods after the 14 day return period?

Yes. We understand that a package sometimes arrives at an inconvenient moment, and you simply don’t have time to inspect your order within fourteen (14) days of receipt thereof. Therefore we extend the grace period to sixty (60) days for private customers, for all orders placed on or after 1 September 2019. This will give you ample time to inspect the received items, and decide whether or not you wish to keep them.

However, please note that our store policy is to refund (pay back) orders only if the return is announced within 14 days of receipt thereof. Between day 14 and day 60 of the return period we can give you a store credit. This store credit will remain valid for 1 (one) year after we have received the returned goods. The items must still be returned undamaged and (where possible) in their original packaging, along with the labels, stickers, etc. The costs for returning the items are always borne by the customer! (also see our return policy on our rules and conditions page)

Returns which are announced after the 60 (sixty) day extended return period are not accepted.

Business customers who wish to return/cancel (part of) an order should contact The Canyon Store in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. These requests may or may not be taken into consideration. This will be examined case by case. The Canyon Store retains the privilege to accept or reject requests for cancellation/return from business customers.

 

I made a mistake in my order. Can you still adapt it?

Unfortunately, we cannot do this. Once an order is placed then the invoice is created automatically and cannot be adapted anymore.

If we manually change the order (i.e. adapt the picking order) then this will create differences between the invoice and the contents of the box.  This in turn will, without a doubt, create issues with the customs department. This is especially important for export orders (shipped outside the EU).

Furthermore changing the order manually will create stock differences between the warehouse and the online system.

If you have made a mistake, and the order is not yet picked/packed/shipped, then we can put the order on hold, (partially) cancel and (partially) refund the incorrect articles. You, the customer, will then have to place a new order. Often it is easiest to cancel the whole order and place it again in its totality.

If the order is already packed/shipped then we cannot do anything. In that case we refer to our return policy.

I ordered the wrong article. Can I exchange this for a different article?

Unfortunately we do not offer exchanges. If you have ordered an incorrect article, you can return items, for which you will get a refund or a store credit. We do not offer an exchange (i.e. shipping an other article after receiving the returned article). If you want another product (or size) instead, please put in a new order.

The only exception is when The Canyon Store has accidentally shipped you an incorrect size or article. In that case we do offer an exchange!

Do you refund the return costs?

No, we do not. The terms and conditions clearly state that the cost of returning items is borne by the customer. This is also detailed in our FAQ about the return policy.

However, if you have paid with Paypal then you can ask a refund of the shipping costs from Paypal. See https://www.paypal.com/be/webapps/mpp/refunded-returns for the exact terms and conditions. This is a service offered by Paypal (not The Canyon Store!), and only valid for orders paid with Paypal. Again, this service is offered by Paypal (not The Canyon Store) and you should contact them for the exact details.

update: Starting November 27, 2022, PayPal will no longer provide Refunded Returns or accept refund requests for return shipping costs. Make sure to submit any eligible claims before the above date to help ensure they get received and reviewed as usual.

 

I received the wrong product. Now what?

If you placed your order from our online shop and received the wrong product, please ask for a refund via your account page.

We still work with humans in our warehouse (yeah, we know, that’s so twentieth century!) and humans make mistakes. The most common mistakes are wrong sizes, or wrong colors. Light blue instead of dark blue, extra large instead of large… Very important, if the box arrived damages and/or appears to have been opened, let us know and definitely take pictures before unpacking the box.

The first thing you need to do is contact us, by phone or preferably by mail. Please send us as much information as possible. Include your order number, which product you ordered and what you received instead. Include pictures of the product label(s), and the picking slip.

We will then investigate in our warehouse, and amongst others do a count of our stock, check the weight of the outgoing box (each outbound order is weighed and registered) and see if this weight corresponds with the correct/incorrect articles.  If the investigation shows that the wrong article has indeed been sent, we will contact you and figure out a way to rectify this. This can be a return label, or a proposal to keep the wrong product at a discounted rate.

If you receive an incorrect product and do not warn us within fourteen (14) days of receipt thereof, then we will consider this an act of acceptance of the received product in lieu of the ordered article.

Please note that if you have received an incorrect product, you do not automatically have the right to keep this product “for free”. We will send you the correct item, and/or refund you. We will also propose that you keep the incorrect item (at a discounted rate), or send you a return label. We expect the customer to return the inadvertently received articles within seven (7) days after receipt of the return label. Keeping a product which is not your property without permision, even if you have mistakenly received it, is known as embezzlement.

I placed an order several weeks ago and it still did not arrive. What gives?

Here at The Canyon Store we do our best to inform the customer of the progress of their order. As soon as the package leaves our warehouse we inform the client of the tracking code, and tracking website where they can follow their shipment. Usually this will be DPD or Bpost.

Unfortunately, once the package has been shipped it is out of our control. Millions of packages get shipped worldwide every day, and the vast majority of them arrive on time and undamaged. However, sometimes it happens that a package gets stuck in the process….

At our side we try to follow up the parcels after they’ve been shipped, but sometimes we miss the fact that your parcel has become “stuck” somewhere. If you notice that your parcel is “At parcel delivery centre” or “Sorting” or “In transit” for an unusually long time, please contact us. We can contact our account manager at DPD or Bpost and launch an investigation.

If the investigation shows that your package is in fact lost in transit, then we will contact you (the customer) for further follow up. This can be a refund, a new shipment with other items, a new shipment with the same articles, or store credit for future use. Regrettably, these investigations can take several weeks, especially when shipped outside the EU! Please note that we cannot give you a refund or ship other articles until we receive an official and formal conclusion of the investigation. It has happened the package suddenly pops up after a few weeks in the sorting process, and then still gets delivered.

 

Can I return goods?

Yes.

The customer has the right to inspect the items upon receipt. The customer is entitled to cancel (part of) the order within fourteen (14) days of receipt thereof, period starting on the day following the day of receipt. The items must be returned undamaged and (where possible) in their original packaging, along with the labels, stickers, etc. The costs for returning the items are always borne by the customer! (also see our FAQ on return costs)

All returns and cancellations must be announced in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. The customer must ship the unwanted items to our warehouse within fourteen (14) days after announcing the return. Do not return goods to the company seat! Returns and cancellations are to be sent to the warehouse only! We highly recommend that goods are returned with a tracking code!

Address of the warehouse:
Webship, attn of CanyonStore
Oudenaardestraat 84 gate 61
8570 Vichte (Belgium)

Note that returns/cancellations which are announced after the grace period of fourteen (14) days (upon receipt) may or may not be taken into consideration. This will be examined case by case.

Returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. The Canyon Store does not charge fees or extras for cancellations or returned goods.

The consumer has the right to unpack the goods, inspect the goods, verify that the size is right, the color of the product matches the color of their eyes, etc. However, if the products are affected by an impairment resulting from the handling of the goods that goes beyond what was necessary to determine the nature, the characteristics and the functioning of the goods, the consumer will be responsible for this. The Canyon Store is entitled to reduce the reimbursement proportionally to reflect this impairment. For example, trying on a pair of shoes in your living room to see if they fit is okay. Trying on a pair of shoes and going on a long walk outside to see if they fit is beyond what is necessary.

Note that personalised items and items specifically tailored to a customer cannot be cancelled or returned. This may include such items as (non-exhaustive list) neoprene suits made to fit, shoes very small or large sizes (such as shoe size 47 or above, shoe size 35 or below for adults,…), laser engraved carabiners, items which are not part of our regular product range, etc.

Our company guarantees quality and service. Should, despite all our efforts and checks, items be delivered that do not meet your demands or that do not reach you in an undamaged condition, we request that you submit a complaint in writing to our Customer Service department (CanyonStore BV, Firmin Jacobslaan 44, 3545 Halen). If you have a problem with goods or services you purchased online, and we cannot reach an amiable solution, please be advised that you can use the European ODR platform to make a complaint and have it resolved by an independent dispute resolution body. For more information, please check https://ec.europa.eu/consumers/odr

Return Policy & Cancellation (for business customers)

Under European law business customers do not have the right to cancel orders or return items. The right to cancel (part of) the order within fourteen (14) days of receipt thereof does not apply to business customers.

Business customers who wish to return/cancel (part of) an order should contact The Canyon Store in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. These requests may or may not be taken into consideration. This will be examined case by case. The Canyon Store retains the privilege to accept or reject requests for cancellation/return from business customers.

Business customers are defined as clients who enter company details in their invoicing data, i.e. enter a VAT-number and/or company name for the invoicing. This includes non-profit organisations, and as such includes fire departments, governmental agencies, universities, health care organisations, etc. Quite obviously business customers also include for-profit organisations (commercial companies), even if their main goal is not related to canyoning (example: an arborist who buys a canyoning backpack, a travel agent who buys a pair of shoes for personal use but asks to be invoiced on his company).