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FAQs

 

1.   Can I return the goods?

There is no problem to return the goods. However, certain conditions must be met:

  1. Return the goods as soon as possible after delivery, within 14 days from delivery of the ordered goods. Or at least let us know you withdraw from the purchase agreement, and you follow our terms and conditions.

  2. Please fill in the withdrawal form at https://www.skiandbikes.com/site/return-form.htm (select the "Return form" option).

  3. Goods will be returned to the warehouse unused, undamaged and in the original packaging.

  4. Address for return of returned goods:
    SPORT MAX GmbH
    Nordstr. 11a
    02763  Zittau
    Germany

  5. You bear the immediate costs of returning the goods.

 

2.   If my size does not fit, can I change it?

Yes, the goods can be exchanged. Proceed as follows:

  1. In our e-shop, order the correct size of the item as soon as possible.

  2. Return the original goods in the standard way described in "Can I Return the Goods"?

  3. Upon receipt of the returned goods, we will transfer as soon as possible to your account the money for the wrongly purchased goods. The newly ordered size / length of goods will be sent to you as soon as possible (so we do not expect to return the original goods you have wrongly selected). The method of shipping and paying newly selected goods depends on your choice in the new order.

 

3.   Can I return the goods after the Christmas holidays?

You can buy the goods now and return it after Christmas if you meet the following conditions:

  1. In your order note you will fill in that it is a Christmas present.

  2. Return the goods as soon as possible after the Christmas holidays (send it at the latest on the second business day after Christmas).

  3. Fill in the form at https://www.skiandbikes.com/site/return-form.htm (select "Return form").

  4. Goods will be returned to the warehouse unused, undamaged and in the original packaging.

  5. Return Address:
    SPORT MAX GmbH
    Nordstr. 11a
    02763  Zittau
    Germany

 

4.   How to claim a defective product?

Return the returned goods back to us together with the cover letter. The Complaint Procedure and the Form to Generate the Cover Letter can be found at: https://www.skiandbikes.com/site/return-policy.htm

Return Address for Claimed Goods:
SPORT MAX GmbH
Nordstr. 11a
02763  Zittau
Germany

Please, be aware of the following terms of claim for goods:

1. The 30-day statutory time limit for the settlement of the claim is calculated from the delivery of the goods to the above mentioned address of our warehouse,

2. after a professional assessment, the claim may be acknowledged or refused,

3. If you accept a claim, it is not possible to choose your preferred solution. Recognized claim is solved by returning money to your bank account or exchange for new goods or repairing the claimed goods.

 

5.   How free ski passes will be delivered to me?

Free ski passes can be obtained from our e-shop if the conditions of the campaign are fulfilled (see https://www.skiandbikes.com/site/ski-passes.htm).
Free ski passes vouchers are then sent in electronic form together with the purchase invoice in our e-shop. Vouchers are part of the invoice, on the second and other pages.
If the message or attachment was not obtained, then it is likely that your anti-virus program or mail client has removed or may have been moved to junk mail.
If you have any further questions about the free ski passed campaign, please send them with previous e-mail correspondence according these to info@skiandbikes.com.

 

6.   Why does my order take sometimes longer than what was specified?

Our goal is to offer our customers the widest range of winter sports needs as much as possible. However, some non-standard skis, ski boots, helmets, etc., and not common sizes, are manufactured and supplied by the manufacturer or distributor in limited quantities. They are often custom made, and sometimes there is a delay in subsequent delivery to the customer. Because of waiting for an article to be made, or because we have ordered it directly for you, from a remote warehouse in Europe, where it was still available.

Our team is always working hard to deliver as quickly as possible, yet we cannot influence the extension of the delivery time in some of the above cases.

 

7.   Why do we offer ski boots with two numbers, for example, 27 and 27.5?

The number of ski boots is in two sizes. Each pair of numbers has the same size of skeleton and inner boots. The only difference is in the inner insole, where for a smaller size there is a stronger insole in the toe and for a larger size weaker. Both insoles are packed, so you can put your shoes in the right way, depending on your needs.

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8.   What is the Wheel Adjustment Service?

When ordering the "wheel adjustment" service, you will get your bike almost ready to ride.
Brakes, derailleurs, cantered wheels and inflated souls will be adjusted.
Due to the conditions of shipping (courier) companies, the saddle, the front wheel and the handlebar should be mounted on the bicycle after unpacking.
Each manufacturer, after several kilometres, recommends checking the wheel and, if necessary, tightens the permitted bolts and joints. During courier transport, it may exceptionally be that the derailleurs or brakes will need to be re-adjusted.

 

9.   When can I pay my order by bank transfer?

Once we send you an invoice. It will also include our bank account number. We'll send you the invoice when we receive your ordered goods onto the warehouse. Based on this invoice, we ask you to pay the order. If you want to speed up the dispatch of the ordered goods, please send us an e-mail to info@skiandbikes.com with confirmation of payment made from your internet banking in PDF format. From our side, we deliver the goods as soon as possible. However, it is necessary to expect that the time of receipt of the goods you ordered in our warehouse depends on the delivery speed of the distributor (usually 2-7 working days).