To open a claim, the customer/sales agent must send an email to info@a4selection.com with a DDT complete of: a description of the product, quantity and reason for the claim, photos of products and defects found (in the case of fi'zi:k saddles/ shoes is also required the photo of the date of production) and the photo of the proof of purchase. So, the customer will receive an authorization number that must be reported in the DDT shipped with the goods.
Once an analysis, our quality control office will confirm the defect and/or quality of the product and we will proceed with reparation, replacement or credit note.
If the claim results from an error in loading the order (error size etc.) and the material can be reloaded in stock, the file is closed with a credit note. If the material is defective, we will proceed with the replacement. The replacement can only be made with a product equal to the returned one (both for colour and size). As for a normal order, we always try to reserve three days from the closing of the return for sending the replacement.
For company policy if the material is defective, the return of the same is charged to the customer while any replacement is charged to the company. We will send the courier only if the error is ours (warehouse or offices) or for commercial agreements.
The returns of the Crankbrothers brand are managed directly by PippoWheels: crankbrothers@pippowheels.com, phone +39 0444 532052.