Return & Refund Policy

Order Cancellation

Orders can be canceled, and a full refund obtained, up until the moment you receive the shipping confirmation email with tracking information. If cancellation occurs after the order has been shipped or if the delivery is refused, the customer is responsible for the original shipping costs and the return shipping costs. We are unable to intercept or cancel orders that have already been shipped.

Customers are strongly encouraged to verify, prior to placing an order, that the products of interest are suitable for their intended use. If in doubt, customers may request assistance via the communication channels listed in the “Contact Us” section of our website.

Right of Withdrawal

Under e-commerce regulations, customers have the right to withdraw from their purchase within 14 days from the date they physically receive the product.

Customers must first inform us of their intention to exercise the right of withdrawal by sending written communication to supporto@sparkbici.it or via registered mail.

Note: Purchases made with a VAT number are not eligible for the right of withdrawal.

Conditions for Exercising the Right of Withdrawal

  1. The product must be returned within 14 days from the date the customer communicated the decision to withdraw. The deadline is met if the goods are sent back before the 14-day period expires. The customer is responsible for the direct cost of returning the goods (shipping costs).

  2. Refunds will be processed only after the returned goods have been received and inspected.

Condition of Returned Products

Returned products must be in new condition, unused, and carefully packed in their original packaging, complete with all accessories.

  • For spare parts and accessories: the product must be unused, uninstalled, etc.

  • For e-bikes and e-scooters: the product must show a maximum of 3 km of use and be in “as new” condition.

Returns cannot be accepted if products do not meet these requirements. Before sending the return, the customer must send photos/videos demonstrating that the product is in perfect condition and properly packaged, and must follow the instructions specified below.

We are not responsible for damage caused by the courier during the return shipment; therefore, we strongly advise customers to always insure their return packages.

Special Provisions – Kugoo Products

For Kugoo products, within 7 days from the date of delivery, if the product has visible defects or is damaged, a replacement or full refund will be offered at no cost to the customer. In such cases, photos/videos of the damage must be sent to supporto@sparkbici.it, following the instructions provided below.

Right of Withdrawal for Low-Value Purchases

Under Article 47, paragraph 2, of the Italian Consumer Code, the right of withdrawal does not apply to contracts concluded outside business premises where the total amount payable by the consumer is less than €50.00 (“low-value contracts”).

Note: This exclusion does not apply where multiple contracts are concluded simultaneously between the same parties (i.e., an order comprising multiple products), if the total amount payable exceeds €50.00, regardless of the individual value of each product.

Non-Conformity and Defects

In the event of non-conformity or defects, the customer, within 14 days of receiving the damaged product, may request:

  1. In the first instance, repair or replacement of the product to restore conformity, free of charge (including shipping costs if the defect is reported within 7 days of receipt).

  2. If repair or replacement is not feasible, a reduction in the purchase price or termination of the contract.

Price reduction or termination of the contract is available only if repair or replacement has not resolved the issue.

In compliance with applicable regulations, the company may also offer the customer any other available remedy to amicably resolve the matter.

In cases of “minor defects,” only a price reduction may be requested. A “minor defect” is defined as one that does not significantly affect the use of the product. The amount of any price reduction will be agreed upon.

Note: If the package arrives visibly damaged by the courier, it must always be accepted “with reservation” or refused. In case of doubt, do not accept the delivery. Replacement claims cannot be accepted for packages damaged by the courier if the buyer has accepted the delivery without reservation.

Return Procedure

To return a product, the customer must, within 14 days from the date of receiving the product:

  1. Send an email to supporto@sparkbici.it stating their intention to make a return. The email must include:

    • The order number related to the purchase

    • Proof of purchase (receipt or invoice)

    • The date the product was received

    • A video showing the complete packaging and the item

  2. Wait for authorization and, if approved, the correct return shipping address.

  3. Ship the product according to the instructions provided. Products must be returned in the original packaging. If it’s not possible to use the original packaging, alternative packaging may be authorized, but the customer must use only standard box shapes (regular rectangular boxes).

Once we receive the product, it will be inspected, and a refund will be processed. It may take an additional 3–5 business days to fully process the return and issue your refund. You will receive a notification once your refund has been issued.