Customer Service
- Help & Contact
- Payments
- Returns & Refunds
- Order Processing
- Duties & Taxes
Help & Contact
Contact us
If you are a returning retailer, please insert your username and password to access the "Contact us" form. If you are a new user, please register by clicking on "Register" and in just a few clicks you will be able to login and ask us any question with the "Contact us" form.
Alternatively e-mail us: rdipasquali@denverbike.com or info@denverbike.com
Call us
Our Retailer Service is at your complete disposal for any questions or concerns related to the online shop or online purchases. We will answer your questions Monday to Friday from 9:00 to 12:00 p.m. and from 14:00 to 17:00 GMT/UTC + 1 (Continental Europe: Berlin, Bruxelles, Madrid, Paris, Rome etc . . .) Please have your retailer or your order code number ready when you contact us, we will be able to help you in a quicker and more effective way. Our online shop is open for business 24 hours a day, 7 days a week, 365 days a year. Call us at the dedicated number displayed in our contact form.
Please note that our customer service is closed on Weekends and Italian Holidays. T: +39 (0171) 911383 Or BETTER e-mail us: rdipasquali@denverbike.com or info@denverbike.com.
Payments
Our online store accepts payments by PayPal, Credit Card, Bank Transfer. You can choose one of these payment methods after the checkout. Please note: This online shop operates from the European Union and all transactions are ultimately made in Euro. If you are paying using a different currency, the currency conversion will be based on the exchange rate of the day of the purchase. There is no extra cost for currency conversion.
PayPal
PayPal permits any company or individual consumer who has an email address to send and receive payments in a safe, secure manner. Clicking the "Pay with PayPal" link will bring you to PayPal's secure website. Once there, if you already have a PayPal account, you can simply proceed to authorise your payment. If you do not have a PayPal account, you can register for free and securely enter your credit card information (prepaid cards are also accepted). You will then be able to send order payments with the simple click of your mouse. You can also use your current bank account to apply funds to your PayPal account, from which you can subsequently make payments. The use of PayPal as an online payment tool is free.
Credit cards
You can securely pay by credit card. We accept the following cards: CartaSi, Visa, MasterCard, Laser Card and Maestro. The payment occurs over a secure server (SSL) with a 128-bit encryption key. Over this secure system, your credit card information is sent directly to the applicable banking authority over a secured, encrypted connection. No individual within Denverbike.com, or over the internet will have access to your credit card information during and after the moment of purchase.
Your transaction will appear on your bank statement with the description ZerogreyWeb or ZerogreyMaster. The total amount of your order will be reserved immediately on your credit card and afterwards debited on your account. Orders paid using credit cards are processed faster than those paid via bank transfer, as communication of the payment to us is instantaneous.
To ensure you a secure payment transaction, our payment department might get in touch with you requesting further information before processing your order. This can influence the delivery time of your order.
Bank transfer
You have the option to pay for your purchases using a bank transfer. To make a bank transfer, please follow these steps:
- Select "Pay by Bank Transfer"
- Take note of the on-screen instructions or print them for completing the payment. You will be given:
- Our Bank: CASSA RISPARMIO DI SAVIGLIANO - FILIALE DI DRONERO (CN)
Piazza Martiri della Libertà, 10, 12025 Dronero CN, Italy
SWIFT: SARCIT2S
IBAN: IT 58 H 06305 46280 000230104580 - The unique transaction code or "payment reference number”
- The Beneficiary Name, which has to be exactly the ones displayed
- These need to be strictly identical on your bank transfer
- Contact your bank and arrange the payment to the bank account given.
IMPORTANT: Make sure to include only the "payment reference number" or "unique transaction code" in the description or reference field of your bank transfer form and no additional information. If the bank details used differ from the ones we provided, it might not be possible for our bank to receive your payment and process your order.
Your order will be processed once the payment has been received and confirmed by our bank. This usually takes an average of 3 business days although this may take up to 10 business days. As banking delays are beyond our control, we are unable to reserve stock during this period. If you require a faster service, we suggest choosing Credit Card or PayPal as an alternative payment method.
Returns and Refunds
Returns
B2B (business to business) Returns Policy
Denver Srl., trading as Denver Bike do not accept returns from retailers otherwise than statutory rights and products structurally damaged.
It is the retailer’s responsibility to fully understand, evaluate and know the purchased product. We can supply information, technical description sheets, pictures and laboratory compliance tests.
In the unlikely event of a damaged product component, we are happy to supply replacement parts.
We insist that retailers DO NOT ACCEPT DELIVERY OF A DAMAGED PARCEL
TAKE A PICTURE OF THE PARCEL AND CONTACT ROSETTA IMMEDIATELY: rdipasquali@denverbike.com or info@denverbike.com It is the retailer’s responsibility to check that:
- the products correspond to the content of the courier's delivery slip (DDT) both as regards to the quantity and type.
- the parcel/package of the Products is intact, undamaged, not wet nor in any way altered even with reference to the securing material.
Any damage to the parcel/packaging of the products must be immediately claimed by the retailer by means of a comment expressing "control reserve" to be written on the courier's slip acknowledging delivery. It is understood that once the slip is signed without any claim, the retailer will not be entitled to claim any exterior defect of the delivered products.
The products may be delivered by couriers only to the retailer or to third parties authorized by the retailer.
The receiving party is obliged to sign the slip in order to certify the occurred delivery.
Couriers do not deliver at postal office boxes nor by inserting the products in letter boxes or similar.
Please read below for the relevant Terms & Conditions before returning any product.
Faulty Goods:
All goods sold by Denver Srl., trading as Denver Bike are covered as follow:
The frame of your bicycle is guaranteed for 2 years – Bicycles must be stored in a dry place when not in use. Any damage to the frame or its structure due to accidents or paint scratching is not covered by the guarantee.
Bicycles must be assembled by a qualified bicycle mechanic with adapted tools.
All bicycles must be regularly serviced by a trained bicycle mechanic, should a warranty claim be submitted for components that are over 3 months old proof of assembly and maintenance will be required.
Components are guaranteed for 1 year. This covers manufacture defects, but does not cover damage by crashing, abuse, or general wear and tear.
If an item has a defect, which does not appear within the first 21 days, contact us.
We reserve the right to turn down a return if the item appears damaged due to misuse or incorrect assembly. Please read carefully the user's manual. The bicycle should be assembled, carefully fitted to your customer’s size and serviced by a qualified bicycle mechanic.
Goods wrongly delivered, or damaged in transit
DO NOT ACCEPT DELIVERY OF A DAMAGED PARCEL
TAKE A PICTURE OF THE PARCEL AND CONTACT ROSETTA IMMEDIATELY: rdipasquali@denverbike.com or info@denverbike.com
STATE THE DAMAGES ON THE DELIVERY DOCKET TO ALLOW US TO CLAIM
IF YOU ARE UNHAPPY WITH THE APPEARANCE OF THE PARCEL, PLEASE REFUSE THE DELIVERY
If we send the wrong goods by mistake, or the goods arrive damaged we will be happy to find a solution to meet your satisfaction. Please contact us immediately at rdipasquali@denverbike.com or info@denverbike.com
PLEASE DO NOT ACCEPT DELIVERY OF A DAMAGED PARCEL. TAKE A PICTURE OF THE PARCEL AND CONTACT US IMMEDIATELY: rdipasquali@denverbike.com or info@denverbike.com or Tel: +39 (0171) 911383
Before you decide to return the product call us, we can help and make sure you are satisfied.
We only accept returns if the product is faulty, PLEASE DO NOT ACCEPT DELIVERY OF A DAMAGED PARCEL. This does not affect your statutory rights.
It is your responsibility to fully understand evaluates and know the purchased product. We can supply information, technical description sheets, pictures and laboratory compliance tests.
Refunds
Note that:
According to denverbike.com, return policy, all reimbursements will be made without cost to the original buyer. However, the costs of sending the returned product (s) to our warehouse, by courier or carrier, are the responsibility of the retailer. The retailer will be reimbursed only by the value of the returned product (s) and after checking the status of the returned product. Repair, re-boxing if needed, will be made at retailer’s expense.
Refund procedure
We can only refund your order on the same payment method you have used to complete your order.
IMPORTANT: Returned products that have been paid for via national bank transfer will be refunded only by bank transfer. In order to proceed with the refund, you will have to insert your bank details directly into the Return form.
Refund timeframe
Please remember that your return will be evaluated by our Quality Check Team. We will issue your refund only after this evaluation. Our aim is to make sure that you are always satisfied with your purchases on denverbike.com B2B online store. Please bear in mind that it can take up to three weeks for our warehouse to confirm and process your return. We remind you as well that for orders paid by Credit Card; it can take up to 4 weeks for the refund to appear on your current account with the description Zerogrey or ZerogreyWeb.
If you have an issue with the product you received:
For any issues with the product received, please contact our Customer Experience Team: info@denverbike.com or Tel: +39 (0171) 911383 we will be glad to offer you an appropriate solution.
Order Processing
Orders are processed between 9:00 and to 16:00 GMT/UTC +1, Monday to Friday. Orders placed after 12:00 on Friday will be processed the following Monday.
Delivery information
PLEASE DO NOT ACCEPT DELIVERY OF A DAMAGED PARCEL. TAKE A PICTURE OF THE PARCEL AND CONTACT US IMMEDIATELY: rdipasquali@denverbike.com or info@denverbike.com or Tel: +39 (0171) 911383
In order to ensure prompt and timely delivery to our valued customers, denverbike.com, online store cooperates with the best express delivery services available. Delivery services are selected according to the destination of your shipment, as well as the type of the product(s) being shipped.
The final cost of the shipment will be listed in your "Shopping Cart" before the payment and will be added to the total amount of your order on the "Checkout Screen". The total amount will be charged to you. No additional amount should be paid to the courier at the moment of delivery.
Keep an eye on your order
In order to review and verify the information related to your order, please log in into your account on our online store and click on “My Orders”, then just click on your order number to view its details. In order to follow the initial progress of your order through our system, you can view its "Status" beside each order code in the section "My Orders". Once the package has been sent, you will receive the tracking number. You can enter this number on the courier's homepage to track the real-time shipping status of your order from the initial shipment until its delivery.
Delivery times
Generally, shipments within continental Italy are delivered within three working days from the time of dispatching. Shipments to the rest of the European Union take approximately five working days. Shipments to the rest of the world take approximately seven working days (not accounting for customs delays).
Duties and taxes
EU VAT application
All sales to Italy are made with Italian VAT
Sales to EU countries are made:
VAT Registered retailers: NO VAT (It is the retailer’s responsibility to make appropriate VAT returns)
Retailer not VAT registered: Italian VAT will apply
ITALIAN TAX OFFICES DEMANDS THAT WE COLLECT AND CONTROL OUR RETAILERS VAT REGISTRATION NUMBER, FAILING TO PRODUCE VAT NUMBER WE HAVE TO COLLECT LOCAL TAX NUMBER.
Outside the European Union
Sales might be subject to local import taxes or customs duties that will be determined when the package reaches the country of destination. Such customs duties are solely payable by the receiver of the package, who will pay said fees to the courier or to the proper governing authorities. Failure to clear customs
The onus is on the retailer to ensure that their package clears customs by providing customs with all the necessary information and/or fees. If your package does not clear customs, it will be returned to our warehouse at retailer’s expense. See our “Return Policy” for more information.
