Return Policy

Right of Withdrawal:

We offer a period of 10 days from the delivery date for you to request a refund of your money (in purchases of equipment and clothing within the Click & Collect mode, the period of 10 days will be valid from the time you receive the confirmation of delivery in store; 30 days to purchase bicycles or frames through Click & Collect).

Even if it is just a product exchange due to choosing the wrong size, we ask that you follow the return process below, at no cost to you.

Important notes:

• The item or items to be returned must be as new, without marks or evidence of use.
• At the time of collection, in addition to the product, we will request all accessories, manuals and the original packaging of the product, as well as the box in which the products came.

We ask that you confirm the size, color and characteristics of the product are within your expectations before using it. If there is any change, damage, or modification caused since you received the product and that compromises its resale as new, we will evaluate the possibility of denying the return when the analysis is carried out in our Distribution Center, and the product will be returned to you. sent again and you will have to cover the shipping costs.

I Want To Return a Product I Purchased Online, How Do I Do It?

If at the time of picking up your order you had selected delivery directly to your home, you need to send the product back to Specialized so that, after our processing, you will receive your money back.

If you want to change it for a different size and / or color, we ask you to return the original product and buy the one you originally wanted in the web store, when you return the original product we will refund your money, being reflected in your bank account maximum 3 business days. Since the product arrived at our warehouse, this transit could take up to 5 business days.

To return the product (s) to us:

• Send an email to: [email protected] , or send a WhatsApp by clicking here (+ 573102375931 ), or by entering the website you will see a pop-up window in the lower right corner, there you will be attended immediately by one of our Domestiques.

• In the subject of the email you can add the following information:
- Your name
- Order number (with format CL-000XXXXX **), Ticket or invoice

• Indicate:
- The reason you are returning your product

• Clarify if you want:
- Return the product to a post office branch.
- Return the product to an authorized Specialized dealer store (check feasibility)
- Request collection of the product at your home (Metropolitan Region only at the moment)
• Photographs of the product and its packaging where it is verified that it is in excellent condition. (It is very important to add the photographs, they will be requested if you do not add them in the initial email)

** This is the code you receive by email when you complete a purchase on the website. It is a 10-digit code that begins with CL

Collection Options

With a dealer: If your purchase was through Click & Collect and you have an authorized Specialized dealer near you, you can go to report the product to be returned. The distributor will evaluate that the product is in good condition, as well as its packaging, and will contact us to confirm that it is already in possession of the item. You can find your nearest distributor by clicking on: https://www.specialized.com/cl/es/store-finder

At a Parcel branch: If it is better for you to deliver the product at a Parcel Express branch near your home, you can do so. You only have to request a prepaid shipping code in your contact email to deliver the product within 7 days after receiving the product.

At a post office: If it is better for you to deliver the product to a post office (previously assigned) close to your home, you can do so. You only have to request a prepaid guide in your contact email to deliver the product within 30 days after receiving the product.

Home collection: (Only for RM) In your contact email, request a home collection guide, adding the following information: Full address with street, number, commune, postal code, region and city, mobile phone so that you can Contact in delivery attempts, email address and full name of the person who delivers. The collection usually takes between 2 and 5 business days to complete.

• Specialized will begin the product return process. When the return request is created, and the distributor confirms that the returned product is in perfect condition, you will receive an email confirming the opening of the process to return your money.

• After receiving the confirmation email of the return process, you only have to wait for the process to be completed and the product has been scheduled for collection for your return to be processed. A service agent will contact you to confirm the completion of the process, so you can expect your money back in a maximum of 5 business days from the confirmation of receipt of the product either in the warehouse or in the store.

Can I Exchange an Item for a Different One?

It is not possible to make an exchange for a different one in cases of having selected a wrong size or color since its purchased. For these specific cases, we ask you to start the return process, to be able to return your money and buy the desired item in our web store. See the Product Returns section for the return procedure applicable to your item.

How To Return Equipment or Clothing That I Purchased in the Click & Collect Mode?

If your purchase was delivered to a Specialized partner store, you must return or exchange through them. Even if you just want to change the color or size, you need to return the product and generate a new purchase independently.

So that you can return your product (s):

• Go to the dealer's store where you picked up the product and notify that you want to return it.
• The store will access a system and create a return order in your name. You will be asked for some information, so it is important that you have your official identification and the number of your order.
• When the return request is created, and the distributor confirms that the returned product is in perfect condition, you will receive an email confirming the opening of the process to return your money.
• After receiving the confirmation email of the return process, you only have to wait for the process to be completed and the product has been scheduled for collection for your return to be processed. A service agent will contact you to confirm the completion of the process, so you can expect your money back in a maximum of 5 business days from the confirmation of receipt of the product either in the warehouse or in the store.

How To Return a Bike That I Purchased Online Through Click & Collect?

If you purchased a bike online through our Click and Collect program, you have 30 days from receipt to return it in new, unworn condition . To initiate a return or exchange for a different size or color, only if available , contact the dealer who built or delivered your bike. The dealer will work with us on the return or exchange process. At all events, the bike must be in new, unused condition and should include all components and accessories that came with the starter bike, as well as documentation and their respective box.

How Do I Return or Exchange an Item That I Purchased From a Specialized Dealer?

To return an item purchased from a Specialized dealer, please contact the dealer directly. The Online Store cannot process returns for products purchased through your local reseller.

Other Terms and Conditions for Returns

We will do our best to process returns within five business days of receipt of the returned item. Any loss or damage that occurs during return shipping is the responsibility of the consumer. Once a return is approved, a credit will be issued to the original form of payment for the full purchase price, including applicable taxes. Depending on the original form of payment used, there may be a delay between processing the refund and being reflected in your account.

If you have any questions, please contact Rider Care by emailing [email protected] or click here to access our online support form.