Returns policy


To return an order, fill out this form. Go >

Before doing so, we recommend you read:
General Terms and Conditions of Use (Section 7). Go >


1 - Your rights. Inform us of your decision within the legal deadline.

Times. You can return your order for any reason within 14 CALENDAR days after you (or someone you designated) received it. To exercise your right, just inform us of your decision to return it. You can do so using any of the following methods:

• Online. Fill out this form >

• By email. Write to . We recommend you write to us from the email address we have on file for you

• By postal mail. We recommend using certified post. Don't forget to sign it. Write to: BKOOL S.L., Calle San Joaquin, 3. 28231 – Las Rozas. Madrid, Spain

Form to use for postal or email notification Spanish | English

2 - Wait for our reply. We'll confirm that everything is OK before you send anything back. This does not affect the period during which you can exercise your rights.

3 - Return the product(s) to us.

• Return period. You have a maximum of 14 calendar days following the day you informed us of your decision to return your purchase.

• Products that can and cannot be returned. You can return ANY product except Premium subscriptions and videos.

• Returns of heart rate monitors (with chest strap) and sports equipment. Before deciding whether to return one of these products, do not use them to work out and do not remove any labels. YOU CAN ONLY USE THEM AS YOU WOULD IN A STORE. If these products are returned used, you will be billed for any wear and tear.

• Premium subscription and videos. In keeping with the stipulations of Article 103.m) of Royal Legislative Decree 1/2007 of 16 November, which approves the consolidated text of the General Law for the Protection of Consumers and Users and other complementary laws, the User may not cancel the purchase of digital content not provided on physical media when the purchase is made with the User's previous consent and knowledge that said transaction is not subject to cancellation. In the case of BKOOL, this circumstance applies to prepaid videos and to the Premium subscription, which are carried out once the purchase is formalized, which the User knows and accepts.

• You return or we pick up your Bkool products.

Trainers and Accessories

If you return a product with several parts, like a trainer, be sure to include EVERYTHING. Products must always be returned undamaged; otherwise, you will be responsible for any depreciation in the product’s value.

The Customer will be responsible for any decrease in the value of a product resulting from any manipulation different from that needed due to its nature, characteristics or operation. In any case, for the purposes of exercising the right of withdrawal, the Products must be returned in their original packaging, along with the receipt. If they are returned without the original packaging, or if they are damaged, the amount refunded to the Customer for returning the product will be reduced by the corresponding quantity. Before returning a Product, the Customer must make sure that it is properly protected and packaged so that it is not damaged during shipping.

Bkool Smart Bike

If you purchased a Smart Bike, please inform us, as per point 1 of this policy, of your intention to return it and we will arrange for our after-sales service to go to the address you provide to pick up the product. This way we can make sure that the product is not damaged while it is shipped to the point of delivery.

• Who pays return shipping costs.

Trainers and Accessories

The customer is always responsible for paying for the cost associated with returning any item.

Bkool Smart Bike

The home pick-up service for the entire EU is valued at €90 + VAT, which will be deducted from the total amount to be refunded.

• Where to send it.

(1) If it is one of our trainers, these are the addresses where you must send it to depending on your country of residence:

Att:Servicio postventa Bkool
C/ Carles Buïgas, 3-9
Pol. Ind. Can Torres i Can Llobet
08192 Sant Quirze del Vallès,
Barcelona, España
(09:00 to 14:00 - 15:00 to 18:30h)
Craig Harrison
Bkool Brand Manager US
139 Hollow Woods Road
Peacham, VT 05862 USA
mob: +1-802-473-3200

(2) For any other product (accessories, clothing), send it to:

Bkool S.L.,
Calle San Joaquin, 3.
28231 Las Rozas.
Madrid. España.
Tel. 627 34 11 80

4 - We will refund your purchase price.

• How much we will refund. All refunds* will be issued using the SAME payment method that you used. No fees will be charged due to the refund.

* If you purchased a Bkool Smart Bike, we will refund your purchase total minus the cost associated with home pick-up.

• When. Once everything is verified to be OK. We will refund your purchase within 14 calendar days of the date when you informed us of your decision to return the order. We may withhold the refund until the goods are received or until you offer evidence that they have been returned, whichever happens first.

• Time until my account is credited. Once the refund is made, it may take a few days to appear on your card, depending on your bank.

To return an order, fill out this form. Go >

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