• Unwanted items
• Faulty items (just received)
• Items under warranty
• Wrong items
• Wrong size/measurement exchange
• Bulky items
• Products on order

Unwanted items

Inwild recognizes the right to return your goods within 30 days of their receipt.

Conditions

To proceed with the return of a product it is necessary that:

• The product is in perfect condition, with no signs of use, washing or assembly, with its original box and/or bag, label, instructions and anything that was included when bought. Therefore, it should be found in the same condition as a new bought item. The same rule applies to bicycles which cannot be returned in case of use.
• The product is not consumable with an expiry date (food, body care products, etc.), or is not a personalized custom made to measurement product or a specific item ordered ("on order").

Instructions

1. In the page "my orders", click on button "Request a return" for the order for which you wish to ask for a return.
2. Fill in the form and send the request.
3. When the return status changes to "Approved", download and print the pdf available on the "Return Details" page (the pdf is also attached to the return approval email), check the accuracy of the data and attach it to the parcel.
4. Download and print the label available on the "Return Details" page (it is also attached to the return approval email) and stick it on the outside of the parcel. This label already contains the sender information (first name, last name, address, order number, return number) and the recipient's information.
5. Properly pack the goods and the original packaging itself to ensure integrity during transport. Whenever possible, reuse the same shipping packaging.
6. Send the parcel using your favourite shipping method (With economical standard rates): Post or courier service. We strongly suggest that you use a traceable posting service as the sender will be responsible for any damage, delay or failed delivery. Please kindly note that the return costs (postage and packing costs) are at the customer's expense.
7. Before returning an item, please make sure that you have contacted the local authorities of your country to confirm if any refund on VAT and paid taxes need to be settled.
8. When filling out customs declaration forms (CN22 and/or CN23) you must indicate "Returned goods - Failed sale" and attach them on the outside of the parcel. Please carefully follow the procedure described on this page (our customer service will be happy to be available if you have any doubts or questions) since if a return does not comply with it, giving raise to customs duties, the parcel will be refused and therefore will be held in Customs or sent back to the customer. (Please kindly note that any customs duty, tax or additional cost will be charged to the sender).
9. Once received, the products will be subject to an accurate control to ensure that they fulfil the conditions. At the slightest sign of use, the return will be rejected (because Inwild is keen to ensure that each user receives a completely new article and unused).
10. Within 14 working days of receiving the goods, and after checking the items condition:
    • For paid shipping method, the client will be refunded of the product value (shipping costs will not be refunded).
    • For Free Shipping method, you can choose between a voucher to the value of the returned goods with a validity of 6 months or a refund. In both cases depending on the country destination, variable management fees will be calculated and deducted from our customer service
    The refund will be made through the same method used at time of purchase, the re-credit could be delayed a few days before appearing (depending on the type of card and bank used). Keep in mind that with credit cards it might only show in the credit of the account on the following month on your statement (however, the transaction should already be displayed in the movements / amount list of the relevant card)

Inwild also offers in some cases the withdrawal from your courier service. If you would like additional information please contact our customer service. For this service a contribution will be requested.

Notes:

• If discount codes were used while placing the order that you have returned, please note that these will no longer be valid.
• Iceland, Liechtenstein and Norway have to follow the same extra EU return procedure except that the shipping costs will be refunded in case of returning the whole order. (only valid for economic standard shipping rates).
• When receiving goods that do not comply with the conditions of returns or damaged due to improper use by the customer, the refund will be denied (with subsequent of resending the goods back to the customer).
• Gift cards are excluded.
• If it was part of a promotion, please check the terms and conditions of the promotion itself.

If after having returned an item, you have not received any communication from us within 14 working days we advise you to contact our customer service.

Faulty items (upon receiving)

Inwild always double checks the products before shipping. Nevertheless, should you happen to encounter a defect on a product within 10 days of receiving it, we kindly ask you to contact our customer service so that our team can evaluate whether if a return is necessary or not so as to solve the issue as soon as possible.

Conditions

• If the item has been used, this must be cleaned before proceeding with the return, otherwise it will be send back to the sender.
• For some products, you might need to turn to authorized assistance centres located in your country. In this case, the issue will be sorted out directly by the manufacturer/supplier of the product.
• Excluding the products for which the issue requires an inspection by the manufacturer/supplier. In this case, you will have to follow the warranty procedure.
• It is important to install, repair and use the product following the instructions closely so as to avoid damaging the product or injury. Normally the instructions manual are included, if it's not possible to download it from the manufacturer's website we kindly ask you to contact our customer service.

Instructions

1. Contact our customer service indicating the defect you have discovered and wait for a reply. We recommend you to attach any photo's or a video of the defected item that could be sent to the manufacturer / supplier.
2. Should it be necessary to return the defective product, on the page "my orders", click on the 'Request a Return' button for the order for which you wish to ask for a return.
3. Fill in the form and send your request.
4. When the return status changes to "Approved", download and print the pdf available on the 'Return Details' page (the pdf is also attached to the return approval email), check the accuracy of the data and attach it to the package.
5. Download and print the label available on the 'Return Details' page (it is also attached to the return approval email) and glue it outside the package. This label already contains the information of the sender (name, surname, address, order number, return number) and the recipient's information.
6. Properly pack the goods and the original packaging itself to ensure integrity during transport. Whenever possible, reuse the same shipping packaging
7. When defects are identified by our technical department, under warranty, we will arrange a pick up with our courier service for an immediate repair or replacement, in anticipation of the product (if available). In certain situations if a pick service may not be available, so the customer would have to arrange with customer service for shipping the products (With economical standard rates containing a tracking number), these shipping costs will be refunded later by Inwild (this will be evaluated and in any case be refunded the value for economic standard shipping rates). We will do our best to proceed as quickly as possible to restore the product to the customer (this sometimes requires technical time not which is not involved with Inwild).
8. If instead it is necessary to return the product to the supplier it is necessary to follow the warranty process. This happens for example when the manufacturers requires the product to be able to verify or if our technical department is not able to determine with certainty that the defect is covered by warranty due to improper installation or use.
9. It is also necessary to fill the custom declaration forms (CN22 and/or CN23) indicating “Returned goods – Failed Sale” and attach them outside the package. Please follow the return procedure described on this page carefully (our customer service remains at your disposal for any doubts or questions) since if a return does not comply with it, giving raise to customs duties, the parcel will be refused and therefore will be held in Customs or sent back to the customer. (Please kindly note that any customs duty, tax or additional cost will be charged to the sender).

Notes:

• Inwild reserves the right to propose a refund if complications arises for the replacement/repair of the product. The refund will be made using the same payment method chosen at the time of purchase and the re-credit may delay a few days before it can be seen ( depending on the on the bank). Please note that in the case of credit cards you may see the credit to your account the following month with the the account statement (the transaction should however already be viewable in the movement/balance list of the respective card).

If after having returned an item, you have not received any communication from us within 14 working days we advise you to contact our customer service.

Items under warranty

All the products purchased on Inwild are covered by the official manufacturer's warranty for a period of 24 months from the date of delivery. The warranty is applicable to products with lacks of conformity and/or working problems not encountered during the purchase. If you find a defect upon receiving the product/s, please refer to the section Faulty items (upon arrival).

Conditions

• Please note that some products may have a shorter or longer warranty duration. For instance, lithium batteries used for high power lighting systems have a limited warranty of 6 months as these are considered consumable goods.
• Products which may undergo signs of wear and/or deterioration such as tyres, brake cables, brake pads, chains, rear cassettes, batteries, etc. and foodstuffs such as dietary supplements and drinks are not covered by warranty.
• The warranty is not applied in case of wrong installation of the product, poor maintenance, abuse or negligence, wrong and/or fraudulent use of the product, alterations made or repair attempt undertook without prior authorization.
• The warranty is personal, thus only applicable to the original buyer.
• Any item which has been repaired or replaced using a valid warranty, will then be covered for a time period equivalent to the remaining warranty period of the original product.
• Eventual repair costs for products that are not covered by warranty will be communicated beforehand to the buyer. The consumer will then be able to decide whether to have the item repaired or not.
• It is important to install, repair and use the product following the instructions closely so as to avoid damaging the product or injury. Normally the instructions manual are included, if it's not possible to download it from the manufacturer's website we kindly ask you to contact our customer service.
• If the item has been used, this must be cleaned before proceeding with the return, otherwise it will be send back to the sender.
• The shipping costs both ways have to be paid by the buyer.
• For some products, you might need to turn to authorized assistance centres located in your country. In this case, the issue will be sorted out directly by the manufacturer/supplier of the product.

Instructions

1. Contact our customer service. You might be required to send a video, pictures or a detailed description of the problem you have encountered. The e-mail containing these attached files might be sent then to the supplier/manufacturer in order to have a first inspection and define whether the warranty can be applied or not.
2. If the replacement of the item is required by the presumed defect, please duly fill in the Warranty form after receiving a return number and include everything inside the box. In the absence of such document, the warranty cannot be applied. Owing to fast fading of the ink used on the thermal paper of receipts, Inwild suggests making a photocopy or a scan of the receipt.
3. Pack the goods correctly to ensure their integrity during transport. If possible, reuse the same packaging as the shipment.
4. On the outside of the box, please write:
   • Name, last name and address of the sender
   • Original order number
   • Return number (provided by our customer service)
   • "Returned goods for warranty"
   • Return address: will be provided by customer service
   • Send the parcel using your favourite shipping method (With economical standard rates): Post or courier service. We strongly suggest that you use a traceable posting service as the sender will be responsible for any damage, delay or failed delivery. Please kindly note that the return costs (postage and packing costs) are at the customer's expense..
   • It is also necessary to fill the custom declaration forms (CN22 and/or CN23) indicating “Returned goods – Failed Sale” and attach them outside the package. Please follow the return procedure described on this page carefully (our customer service remains at your disposal for any doubts or questions) since if a return does not comply with it, giving raise to customs duties, the parcel will be refused and therefore will be held in Customs or sent back to the customer. (Please kindly note that any customs duty, tax or additional cost will be charged to the sender).
   • Within 7 working days of receiving the goods, Inwild, will contact the client stating the time needed for the verification and possible product warranty. This time period may vary depending on the manufacturer/supplier.
   • If the manufacturer/supplier confirms that the product is faulty and covered by the warranty, this will be replaced or repaired, or a voucher of its value will be issued. On the other hand, if it is not possible to proceed with the replacement or repair of the faulty product, Inwild reserves the right to suggest an alternative option with the same or higher value. Once the warranty is confirmed by the manufacturer/supplier, in some cases Inwild might send a new product (if available in stock) in order to reduce the waiting period.
   • As soon as the replacement or repair has been made, Inwild will ship the product. In the event that the manufacturer or supplier does not support the shipping costs to send the item back, the customer will be informed about the costs for which he will be charged. Alternatively, it is possible to add the repaired or new product in a new order by writing your request in the order notes.

Notes

• Parcels received without a return number, duly completed warranty form and a proof purchase will be rejected.

Wrong items

In the event of wrong items shipped by Inwild, we kindly ask you to contact our customer service within 48 hours of receiving the goods. We will do our best to solve the issue as quickly as possible and at no additional cost for the customer.

Wrong size/measurement exchange

If the item(s) you purchased has the wrong size or measurement (too large, too small, etc.), please follow the procedure Unwanted items.

Bulky Items

For the return of bicycles or bulky items, we recommend you contact us so that we can help you out and check whether you can have your item picked up by our courier which may offer a lower rate. Moreover, we suggest keeping the original packaging in case you need to return the item.

Products on order

When you purchase a product "on order" it will not be possible in any way to modify or cancel the order once generated. Neither is it possible to apply the right of a withdrawal, or ask for a refund or issue a voucher to the value of the goods ordered for a replacement of the above with any other product, because it is specially assorted merchandise according to customer specifications and this not available at our warehouse. The waiting time is estimated and is expressed in days, if you experience significant delays from the supplier, the Customer Service will contact you promptly so as to inform and update a new arrival date or in the case of excessive delay by the manufacturer / supplier, Inwild reserves the right to propose the cancellation of the order and refund.

Return status

In this section you will find the different states a return can have and their meaning.

• Request submitted: your return request has been sent correctly and will be taken care of by an operator as soon as possible.
• Approved: your return request has been approved and you can proceed with the dispatch of the items.
• Return in process: we have received your items and we are carrying out the procedure
• Refunded: the procedure has been completed and the refund has been issued.
• Rejected: return request has not been approved.