Refund policy

Returns and refunds policy

We strive to ensure our customers' satisfaction. If you are not completely satisfied with your purchase, we are here to help.

Legal right of withdrawal (14 days)

If you are a consumer, you have 14 calendar days from receipt of the product to withdraw from your purchase without giving any reason and without any penalty, in accordance with Royal Legislative Decree 1/2007 (General Law for the Protection of Consumers and Users).

To exercise this right, notify us in writing at info@carboxtrem.com stating your order number, or use the model withdrawal form at the end of this page. We will confirm receipt and send you the return instructions.

Once we have received and checked the product, we will refund the amount paid (including the standard delivery costs) within a maximum of 14 calendar days, using the same payment method you used.

Legal exception: the right of withdrawal does not apply to products made to measure or clearly personalised to the customer's specifications (article 103(c) of the aforementioned Royal Legislative Decree), as detailed below.

General returns policy (non-personalised products)

For products that are not made to measure, in addition to the right above we apply these extended conditions:

Return period: you have 30 days from receipt of the product to request a return.

Product condition: it must be returned without any use beyond what is necessary to establish its nature and characteristics, and in its original packaging.

Return process: before returning your product, contact us at info@carboxtrem.com and we will give you the necessary instructions.

Refunds: once the product has been received and inspected, the refund will be made to the original payment method within a maximum of 14 calendar days.

Shipping costs: in Spain, CarboXtrem covers the cost of return shipping. For all other destinations the cost is borne by the customer, unless the reason is attributable to the company (defective, incorrect or damaged product), in which case CarboXtrem covers it.

Made-to-measure products

Some CarboXtrem products are fully customised to each customer's specifications (measurements, geometry, type of bike, etc.). Each unit is designed and produced individually, using a specific technical process and high-performance materials.

By placing the order, the customer acknowledges that the product is made to measure and adapted to their particular case and that, for this reason, it is excluded from the right of withdrawal and from returns once manufacturing has begun, in accordance with article 103(c) of Royal Legislative Decree 1/2007.

Fit guarantee

All made-to-measure products include a fit guarantee. If, when you receive the product, you find that it does not fit correctly, CarboXtrem undertakes to review the case, make the necessary modifications and send the product back to you at no extra cost. This process will be repeated as many times as necessary until a correct, functional fit is achieved.

Misfits caused by inaccuracies in the measurements provided by the customer are not considered product defects, but situations that can be corrected within the fitting process.

Returns of personalised products

Without prejudice to your legal rights as a consumer regarding defective products, the product will be returned and/or the amount refunded in the following cases:

• When the product cannot be adjusted to fulfil its function.
• When there is a structural or material defect that cannot be remedied.
• When CarboXtrem determines that it is not viable to continue the fitting process.

In these cases, the full amount paid will be refunded.

Defective products and legal guarantee

All products carry the legal guarantee of conformity provided for consumers. If you detect any defect, report it through our official channels with photos and a detailed description to help us diagnose and resolve it.

Dispute resolution

As a consumer, you can use the European Commission's online dispute resolution platform: https://ec.europa.eu/consumers/odr

Applicable law

This policy is governed by current Spanish law. By making a purchase in the online store, the customer declares that they have read and accepted this policy.

Model withdrawal form

(Only complete and return this form if you wish to withdraw from the contract.)

To Actiu ISP Solutions S.L. (CarboXtrem), Riera d'Aragó, 43204 Reus (Tarragona), Spain, info@carboxtrem.com:

I hereby give notice that I withdraw from my contract for the purchase of the following product: ______________________.
Order number: ____________. Date ordered / received: ____________.
Name of consumer: ____________________.
Address of consumer: ____________________.
Date: ____________. Signature (only if this form is submitted on paper): ____________.