Damaged, Incorrect or Incomplete Item

If you have received a damaged order, a product different from the one purchased, or if any item or component is missing, please contact us by email so we can review the issue.

      24 h
      report the issue within a maximum of 24 hours after receiving the order.
    

      Photos + invoice
      attach clear photos, invoice and a photo of the product label.
    

Email send all information to [email protected] before sending the product.

Report the issue by email

Before sending the product, contact us at [email protected] with a brief description of the issue, clear photographs, invoice or proof of purchase, and a photo of the product label. We will review your case and inform you about the next steps.

Contact 365Rider

How to report the issue

Identify the issue

Specify whether the product arrived damaged during transport, if you received an incorrect item, or if the order is incomplete.

Email us at [email protected]

Contact us by email and briefly explain what happened. Include your order number so we can correctly locate your purchase.

Attach photos and documentation

Send clear photos of the product, the detected issue, the product label, and the invoice or proof of purchase. If the order arrived damaged, also include photos of the outer packaging, inner packaging and shipping label.

Wait for our instructions

We will review the information and contact you with instructions on how to proceed. Do not send the product until you receive our instructions.

Important

In some cases, we can resolve the issue by reviewing the provided information and photographs, without the need for you to send the product back. Therefore, we always recommend waiting for our instructions before sending anything.

Damaged item

Report the issue within a maximum of 24 hours after receiving the order.
Attach photos of the damaged product, outer packaging, inner packaging and shipping label.
Include the invoice or proof of purchase and a photo of the product label.
We need this information to correctly process the claim with the shipping company.
If stock is available, we will arrange a replacement or exchange. If not, we will issue a refund.

Incorrect item

Contact us within a maximum of 24 hours if you received a different product from the one purchased.
Attach photos of the received product, product label, reference or barcode.
Include the invoice or proof of purchase and a brief description of the issue.
We will review the case and do our best to send you the correct product as soon as possible.
If applicable, 365Rider will cover the shipping costs related to the error.

Incomplete order

Specify which item, part, accessory or component is missing.
Attach photos of the received contents, packaging and product label if applicable.
Include the invoice or proof of purchase and order number.
In some cases, we may be able to resolve the issue without requiring the product to be returned.
We will contact you with the appropriate solution.

What information should I send by email?

Order number.
Invoice or proof of purchase.
Brief description of the issue.
General photo of the received product.
Clear photo of the damage, error or missing part.
Photo of the product label, reference or barcode.
Photo of the outer packaging if the order arrived damaged.
Photo of the inner packaging and protective materials if the order arrived damaged.
Photo of the shipping label if the order arrived damaged, incorrect or incomplete.

Do I need to send the product?

Not always. In some cases, we can resolve the issue by reviewing the photographs and information provided. Therefore, we recommend not sending the product until you receive our instructions.

Who pays the shipping costs?

If the issue is due to a confirmed error in the delivered product, an incomplete order or damage that can be managed with the shipping company, the shipping costs necessary to resolve the issue will be covered by 365Rider.

Before sending the product, always wait for our instructions to avoid unnecessary expenses.

What solution will I receive?

Depending on the case and stock availability, we may offer a replacement, exchange or refund for the affected product. We will inform you of the appropriate solution once the issue has been reviewed.

To speed up the process, send the issue to [email protected] with clear photographs, a description of the problem, invoice or proof of purchase, and a photo of the product label. Do not send the item until you receive our instructions.