SHIPPING
The shipment of standard products purchased on www.dmtcycling.com takes place approximately within 5 working days from shipment confirmation of the order in Italy, EU and other destinations.
The shipment of customised products via the DMTID configurator purchased on www.dmtcycling.com takes place approximately within 35 working days from shipment confirmation of the order and, in any case, within the term indicated in the relevant product sheet.
Delivery times may be delayed in the case of holidays; carriers do not deliver on holidays or weekends.
If an order contains both standard and customised products, it will be dispatched in a single shipment within 35 working days from the shipment confirmation and, in any case, within the term indicated in the customised product sheet with longer delivery terms.
Failure to meet the delivery terms due to unforeseeable circumstances and/or force majeure shall not be attributable to the manufacturer.
For orders placed by credit card, one working day must be added to the normal shipping time for normal administrative checks.
RETURNS AND REFUNDS
1. How to Request a Return: To return your items, please click on the following link and follow the process indicated in our Returns portal. You will be able to:
· Select the items to return
· Indicate the return reasons
· Select the return method you want to use
· Receive a return label and instructions
Note that it is important to register your return request in our returns portal to ensure adequate tracking and faster processing and refund times. Please do not ship any products without our prior authorization.
RETURN WINDOW:
Standard Period:
You have 14 calendar days from the date of receipt of your order to return any item with which you are not completely satisfied. If, for any reason, your purchase does not meet your expectations, you may exercise your right to return the item within this period without any complex explanations – your satisfaction comes first. You can also opt to exchange the returned product for another product, when available, or be assigned a gift card for the corresponding value.
COST AND CONDITION OF RETURN
Returns and Shipping Costs:
Please note that, although we will reimburse the initial shipping costs for products returned in accordance with our Terms of Sale, you will be responsible for the return shipping costs. The cost of any prepaid return label, along with any applicable import duties or other customs-related charges arising from the re-importation of the products into the EU, will be deducted from your refund.
In the unlikely event of faulty or non-conforming products, however, we will reimburse the initial shipping costs and will also bear all costs associated with returning the products.
Return Label EU:
You will receive a return label by email once you complete the return process at our returns portal and your return is registered. Please print the label and attach it securely to your return package. Please be aware that, should you choose to return the product using your own shipping method rather than our prepaid label, this may delay the return process and may result in the loss of your right of withdrawal in the event of any logistical issues during return.
Return Label EXTRA EU:
You will receive a return label by email once you complete the return process at our returns portal and your return is registered. Please print the label and attach it securely to your return package. Please be aware that, should you choose to return the product using your own shipping method rather than our prepaid label, this may delay the return process and may result in the loss of your right of withdrawal in the event of any logistical issues during return. If you cannot find the email or have misplaced the label, you can generate a new one at any time via our online returns portal or by contacting Customer Service.
Please also note that any applicable import duties or other customs-related charges arising from the re-importation of the products into the EU will be deducted from your refund.
Product Condition:
To accept a return, the product must be in its original condition, unused and unwashed, with all its original tags and/or packaging intact. Please try on the garments as you would in a physical store, but do not remove the tags until you are certain you wish to keep them. For hygiene reasons, certain items such as underwear or swimwear must be returned with their protective seals intact (if applicable). We reserve the right to reject returns of items that show signs of use, damage, foreign odours (perfumes, smoke), or are missing original accessories, in which case the items will be returned to the customer.
For shoes: the removal of the protective film, the installation of the cleats, or any alteration to the original sole condition will forfeit your right to return the product.
Exceptions:
Unless otherwise indicated, all items in our store are eligible for return. Even items on sale or discounted can be returned as long as they meet the above conditions. Should any specific product be excluded from the returns policy (for reasons of hygiene or safety, for example), you will be clearly informed before purchase.
Please note that customised products cannot be returned.
How to Process a Return – Step by Step
1. Initiate Your Request: Access our online Returns Portal (via the “Returns” section in your account, through the link on our Returns page, or by following the instructions you will find inside the package). You will only need to enter your order number and the associated email/phone number.
2. Select the Items to Return: Within the portal, select the products you wish to return and choose the return reason (optional; your feedback helps us improve).
3. Prepare the Package: Place the items in their original packaging along with all accessories and tags. If you no longer have the original box, you may use any suitable packaging, but ensure the products are protected.
4. Attach the Shipping Label:
· EU returns: After processing your return online, you will be able to either download the return label that you will receive by email and print it. Affix the return label to the box you are returning the item in, covering the original shipping label. Important: If there are any old labels on the box, cross them out or remove them to avoid confusion during shipping.
· EXTRA EU returns: After processing your return online, you will be able to download the return label that you will receive by email. Affix the return label to the package, covering the original shipping label. Important: If there are any old labels on the box, cross them out or remove them to avoid confusion during shipping.
5. Package Drop-off: Take the package to the agreed location. You may drop it off at any authorised drop-off point. You will find the available locations in the instruction email that you will receive after registering the request in the Returns portal. Each country may have different logistics providers, and you will be specifically directed to the corresponding one. No payment is required when dropping off the package.
6. Confirmation and Tracking: Once you have delivered the package, we will handle the rest. You can track your return status in the portal (each label includes tracking information). We will send you an email confirmation once we receive the package at our warehouse and begin processing your return.
7. Processed Refund: After verifying the returned products, we will proceed according to your initial selection. If you requested a refund, we will credit the corresponding amount to your original payment method. You will receive a final email notification once the process is complete. From that moment, the time it takes to see the money in your account may vary. If more than 10 days pass without the refund appearing, please get in touch with us for assistance. You can also opt to exchange the returned product for another product, when available, or be assigned a gift card for the corresponding value.
Reusable Packaging:
Our packages are designed to have a second life. We encourage you to reuse the original shipping box or bag to process your return. This reduces packaging waste and maximises material use. Remove the old label, use the extra adhesive strip provided (or eco-friendly tape), and you’re done! A reused package means one less box in the trash. We designed the process to be as easy and transparent as possible. If you have any questions during the procedure, our Customer Service team is available to assist you.