Bicycles & Merchandise

At J.Guillem we understand that buying online can never be the same as buying it in the flesh, so to speak. That’s why we offer a full refund or exchange (plus or minus any difference in price) on any J.Guillem bike, clothing (including wrong sizes/colours) part or accessory if, for any reason, you’re not fully satisfied, less the original shipping costs, and subject to the terms below, within 35 days of purchase.

Please note: If you paid using our preferred method - with a credit or charge card - reimbursement will be repaid to that card and may take up to 10 working days to appear as cleared funds. Original delivery and return costs are not refundable unless the returned or exchanged goods are faulty (see below).

Returning or exchanging non-faulty goods terms and conditions

Please contact us as soon as possible and well within our 35 day limit for returns or exchanges, which includes delivery time back to our workshop/warehouse.

• Either send an e-mail to customerservice@jguillem.com or call us on +31 (0)186 685941.
• Explain why you are returning the product and if you would like a refund or exchange.
• We will allocate you a return number and address.
• Ensure you return the product in its original packaging (see Terms and Conditions below).
• Ensure we receive the returned or exchanged goods within our 35 day retuned/exchange policy.
• Enclose a copy of the original receipt to the sales department.
• Be sure to include your return address.
• Please note that you are responsible for the return shipping costs, unless the item is faulty on delivery (see Terms and Conditions below). Please ensure items are returned with adequate insurance cover up to the total value of the retuned goods, to protect you against loss or damage in transit. Failure to use a postage service with adequate insurance will result in a non-refund, or exchange of the goods, in the event of them being lost or damaged.

Any non-faulty returned or exchanged bike must come back unridden, in showroom condition, in its original packaging together with the original receipt (please make a copy for your records) plus any and all paperwork.

In the case of J.Guillem frame-only, frame and forks etc the parts must come back unused and unfitted to any bike part in any way and in (all of) their original packaging.

Garments and other goods must be returned in their packaging unworn, unused, unwashed, with their original labels intact and attached to the garment, in the condition they left the warehouse.

Returning faulty or incorrectly supplied goods

On receipt of goods supplied by J.Guillem, if you discover a faulty product or we have sent you the wrong item, please contact us as a matter of urgency and well within our 35 day limit for returns, refunds and exchanges, which includes delivery time back to our workshop/warehouse.

• Either send an e-mail to customerservice@jguillem.com or call us on +31 (0)186 685941.
• Explain what is wrong with the product and if you would like a full refund or exchange at no cost.
• We will give you a returns code and arrange for our courier to contact you to arrange a convenient time to collect the goods.
• Please re-pack the goods in their original packaging, ready for collection.

If you contact us to say we have sent the wrong item, or the goods you have received are faulty, we will arrange collection of the goods and pay the return shipping costs.

On receipt, all ‘faulty’ goods will be inspected by, and require the approval of, our Quality Controllers.

Once accepted as faulty or incorrectly supplied, we will reimburse you for the full purchase price, including shipping costs.

In the event that we disagree with the goods being faulty, we retain the right to add on the return shipping costs and not reimburse you for the original delivery costs.

Every decision is subject to our Quality Controller’s approval; their word is final and not open to appeal.