Terms of sale

General Terms and Conditions of Sale

Last updated: 31 July 2026

1. Identity of the Seller and ownership of the website

The website www.prologo.it and the Prologo trademark are owned by:

VELO EUROPE S.R.L.
Registered office: Via Francesco Petrarca 4, 20123 Milan, Italy
Operating office: Via Piemonte 1/C, 20874 Busnago (MB), Italy
VAT number and Tax Code: 04955290962
Milan Business Register No.: MI-2090481

VELO EUROPE S.r.l. owns the Prologo trademark and manages the institutional, commercial and technical content relating to Prologo products.

Online sales made through the website www.prologo.it are concluded with:

LUNAR SPORT S.R.L.
Registered office: Via Gianfranco Miglio 2, 21045 Gazzada Schianno (VA), Italy
VAT number and Tax Code: 03030530129
Varese Business Register No.: VA-315003
Telephone: +39 0332 816961
E-mail for orders, payments, deliveries, returns, refunds and the legal guarantee: ecommerce@prologotouch.com
Certified e-mail address, PEC: lunarsport@pec.lunarsport.com

Hereinafter also referred to as “Lunar Sport” or the “Seller”.

Lunar Sport S.r.l. manages the e-commerce activities, receives and accepts orders, issues the relevant tax documents and manages payments, deliveries, withdrawals, returns, refunds, the legal guarantee and after-sales assistance.

VELO EUROPE S.r.l., as the owner of the Prologo trademark and the website, provides information and technical support concerning the products, without acting as the seller under online sales contracts.

For technical or commercial information concerning the products, customers may contact:

VELO EUROPE S.R.L.
E-mail: info@prologotouch.com
Telephone: +39 039 682 3507

Unless a different seller is expressly identified before purchase, the sales contract concluded through the website is entered into exclusively between the Customer and Lunar Sport S.r.l.

2. Scope and definitions

These General Terms and Conditions of Sale govern the purchase of products available on www.prologo.it.

Before placing an order, the Customer is invited to read these Terms and Conditions carefully. The Terms and Conditions are made available in a format that allows them to be stored and reproduced.

For the purposes of these Terms and Conditions:

  • “Consumer” means any natural person who purchases products for purposes unrelated to their business, commercial, craft or professional activity;

  • “Business Customer” means any natural or legal person who purchases products in connection with their business, commercial, craft or professional activity;

  • “Customer” means both Consumers and Business Customers, unless a provision expressly applies only to Consumers;

  • “Product” means any item offered for sale through the website;

  • “Contract” means the distance sales contract entered into between the Customer and Lunar Sport S.r.l.

The mandatory provisions of the Italian Consumer Code, including those concerning the right of withdrawal and the legal guarantee of conformity, apply exclusively to Consumers.

Purchases made by Business Customers are governed by the Italian Civil Code and any specific B2B commercial terms agreed between the parties.

In the event of a conflict between these Terms and Conditions and a mandatory provision applicable to Consumers, the mandatory provision shall prevail.

3. Product information

The essential characteristics of the Products are described on the relevant product pages available on the website.

Photographs, images, colours and representations of Products are provided for illustrative purposes. Minor differences in colour or appearance may result from the device used, screen settings or changes introduced by the manufacturer that do not affect the essential characteristics or functionality of the Product.

Technical information is prepared on the basis of information supplied by manufacturers and may be updated where necessary.

Before purchasing, the Customer is responsible for checking that the Product is compatible with:

  • the intended use;

  • the Customer’s bicycle;

  • the bicycle frame;

  • the seat post;

  • any components already installed;

  • the measurements and technical specifications indicated.

Guides and information published on the website do not replace inspection, installation or adjustment by a qualified technician where this is necessary.

Any material errors contained in the product descriptions will be corrected as soon as they are identified.

4. Prices, taxes, charges and promotions

The applicable prices are those displayed on the website when the order is submitted.

For purchases delivered within the European Union and Switzerland, prices displayed to Consumers include the applicable taxes, unless otherwise expressly indicated before the order is placed.

Delivery charges, additional fees and any other applicable costs are shown before the Customer submits the order.

For deliveries to countries outside the European Union, the checkout indicates, where possible, whether local taxes, customs duties and import charges are included in the amount paid.

Where such amounts are not expressly included, they may be requested from the recipient by customs authorities, tax authorities or the carrier and shall remain the responsibility of the Customer.

Promotions, discount codes and special offers are valid under the conditions and for the period indicated. Unless otherwise stated, promotions cannot be combined.

In the event of a manifest and recognisable pricing error, the Seller will inform the Customer before dispatch. The Customer may:

  • confirm the purchase at the correct price; or

  • cancel the order and receive a full refund of any amount already paid.

Once the Contract has been concluded, the price of the order may not be changed unilaterally.

5. Purchase procedure

To make a purchase, the Customer must:

  1. select the desired Products;

  2. add them to the shopping cart;

  3. verify the Products and quantities;

  4. enter the required information;

  5. select the delivery and payment method;

  6. verify the order summary;

  7. accept these Terms and Conditions;

  8. submit the order using a button that clearly indicates the obligation to pay.

Before submitting the order, the Customer may identify and correct any input errors and verify:

  • the selected Products;

  • the quantities;

  • the total price;

  • applicable taxes;

  • delivery charges;

  • the delivery address;

  • the payment method.

Submitting the order creates an obligation to pay the amount indicated.

The languages available for concluding the Contract are those that can be selected on the website.

6. Conclusion and storage of the Contract

The order submitted by the Customer constitutes an offer to purchase.

The Contract is concluded when the Customer receives confirmation that the order has been accepted by the Seller at the e-mail address provided.

The confirmation includes at least:

  • the order number;

  • the Customer’s details;

  • the Products purchased;

  • the quantities;

  • the price;

  • applicable taxes;

  • delivery charges;

  • the delivery address;

  • the payment method;

  • a link or reference to the applicable Terms and Conditions.

The Customer must check that the information contained in the confirmation is correct and promptly notify the Seller of any errors.

The Contract is stored electronically for the period necessary for its performance and for the periods required under applicable tax, administrative and civil law.

The Customer may access order information through their account, where available, or request a copy from customer service.

The Seller may reject or cancel an order, in particular in the event of:

  • an unauthorised or incomplete payment;

  • incomplete or clearly incorrect information;

  • the Product becoming unavailable;

  • a manifest error in the price or description;

  • quantities that are incompatible with an ordinary retail purchase;

  • reasonable suspicion of fraud or unlawful use of the website;

  • inability to deliver to the stated destination.

If an order that has already been paid is cancelled, the amounts collected will be refunded without undue delay.

7. Product availability

Availability displayed on the website is updated periodically but may change during the purchasing process.

The presence of a Product in the shopping cart does not guarantee its availability until the Contract has been concluded.

If a Product becomes unavailable after conclusion of the Contract, the Seller will promptly inform the Customer and offer the following options:

  • refund of the unavailable Product and dispatch of the remaining Products;

  • an alternative Product, subject to the Customer’s express acceptance;

  • cancellation of the entire order and refund of the amounts paid.

The Customer is not required to accept a substitute Product.

8. Payments

The payment methods accepted are those displayed during checkout at the time of purchase.

Payments are processed through systems and payment service providers that comply with applicable security standards.

The Seller does not directly store complete card details where those details are processed by the payment service provider.

If payment is unauthorised, rejected, revoked or incomplete, the order cannot be processed.

For payments by bank transfer, the order may be processed after the funds have been credited.

The Customer confirms that they are authorised to use the selected payment method.

9. Dispatch and delivery

Orders are normally prepared within 24–72 working hours from payment confirmation, unless otherwise stated on the product page, in the shopping cart or during checkout.

Preparation times are separate from transit times.

The available delivery methods, costs and estimated delivery times are shown before the order is placed.

Estimated delivery times may vary due to:

  • destination;

  • availability;

  • public holidays;

  • periods of high demand;

  • weather conditions;

  • customs inspections;

  • strikes;

  • events beyond the Seller’s reasonable control.

Unless otherwise agreed, delivery to the Consumer will take place without undue delay and no later than 30 days after conclusion of the Contract.

If delivery does not take place within the agreed period or the period prescribed by law, the Consumer may request that the Seller complete delivery within an additional period appropriate to the circumstances.

If the additional period also expires without delivery, the Consumer may terminate the Contract, without prejudice to cases in which the law permits immediate termination.

If the Contract is terminated due to non-delivery, the Seller will refund without undue delay all amounts paid in connection with the terminated Contract.

The Customer must provide a complete and correct delivery address and ensure that the delivery can be accepted.

Any costs incurred as a result of incorrect addresses, failure to collect or unjustified refusal of delivery may be charged to the Customer to the extent permitted by law.

10. Transfer of risk

Purchases made by Consumers

The risk of loss of or damage to the Products passes to the Consumer when the Consumer, or a third party appointed by the Consumer other than the carrier, takes physical possession of the Products.

If the Consumer independently appoints a carrier that was not offered by the Seller, the risk passes to the Consumer when the Product is handed over to that carrier.

Purchases made by Business Customers

In relationships with Business Customers, unless otherwise agreed in writing or under agreed delivery terms, the delivery obligation is deemed fulfilled when the Products are handed over to the carrier or forwarding agent.

From that moment, the risks associated with transport shall be borne by the Business Customer, without prejudice to any rights against the carrier and any mandatory liabilities of the Seller.

11. Inspection of Products upon delivery

Upon receiving the parcel, the Customer is invited to check:

  • the integrity of the packaging;

  • the absence of tampering;

  • the number of packages;

  • that the Products received correspond to the order;

  • whether there is any visible damage.

If the packaging is damaged, open, tampered with or wet, the Customer is advised to accept the delivery subject to a specific written reservation describing the damage on the carrier’s delivery document.

The Customer is invited to document the issue with photographs and promptly contact customer service.

Failure to make a reservation or immediately report the issue does not automatically result in the loss of the mandatory rights granted to Consumers by law.

12. Cancellation of an order before dispatch

The Customer may request cancellation of an order before dispatch by contacting customer service at ecommerce@prologotouch.com or by using any cancellation function available on the website.

The Seller will make reasonable efforts to accept the request.

Once preparation has begun or the order has been handed over to the carrier, it may no longer be possible to stop dispatch.

In that case, the Consumer may exercise the right of withdrawal after delivery in accordance with these Terms and Conditions.

13. Consumer’s statutory right of withdrawal

The Consumer has the right to withdraw from the Contract without giving any reason and without incurring any penalty within 14 calendar days.

The withdrawal period begins on the day on which the Consumer, or a third party appointed by the Consumer other than the carrier, takes physical possession of the Products.

For a single order consisting of multiple Products delivered separately, the withdrawal period begins on the day on which the final Product is delivered.

For a Product consisting of multiple lots or pieces, the withdrawal period begins on the day on which the final lot or piece is delivered.

13.1 How to notify the Seller of withdrawal

The Consumer may exercise the right of withdrawal by making an explicit declaration through one of the following channels:

The communication should contain:

  • the Consumer’s full name;

  • the order number;

  • the Product or Products concerned;

  • the date of receipt;

  • the e-mail address used for the order.

To comply with the withdrawal period, it is sufficient for the Consumer to send the communication before the 14-day period has expired.

The Consumer is not required to provide a reason for withdrawing.

Any RMA, NAR or case number assigned by the Seller is provided solely for organisational purposes and is not a condition for the validity of the withdrawal.

13.2 Online withdrawal function

The online “Withdraw from the contract here” function must remain easily accessible throughout the period in which the right of withdrawal may be exercised.

The function allows the Consumer to enter at least:

  • their name;

  • information identifying the order or Contract;

  • an electronic contact address to which confirmation can be sent.

Before final submission, the Consumer may confirm the decision using a function clearly labelled “Confirm withdrawal”.

The Seller will send confirmation of receipt of the withdrawal without undue delay on a durable medium, normally by e-mail. The confirmation will contain the information submitted and the date and time of the request.

13.3 Returning the Products

After notifying the Seller of the withdrawal, the Consumer must return the Products without undue delay and no later than 14 days from the date on which the withdrawal was communicated.

The deadline is met if the Product is dispatched before the 14-day period expires.

Unless otherwise instructed by customer service or the returns portal, Products must be sent to:

LUNAR SPORT S.R.L. – Prologo Returns
Via Gianfranco Miglio 2
21045 Gazzada Schianno (VA)
Italy

The Consumer bears the direct cost of returning the Products unless:

  • the Seller has expressly agreed to bear that cost;

  • the wrong Product was delivered;

  • the Product was delivered damaged;

  • the Product has a lack of conformity;

  • the return is caused by an error attributable to the Seller.

The Consumer may use a carrier of their choice.

The use of a tracked delivery service and retention of the shipping receipt are recommended. Shipping insurance is not mandatory.

13.4 Condition of returned Products

The Consumer may handle and inspect the Product only to the extent necessary to establish its nature, characteristics and functioning, in the same way as would be permitted in a physical shop.

The Consumer is responsible for any reduction in value resulting from handling beyond what is necessary for that purpose.

The absence of or damage to the original packaging does not automatically result in the loss of the right of withdrawal.

The Consumer is nevertheless advised to return the Product:

  • adequately protected;

  • with its accessories;

  • with its manuals;

  • with any components originally included;

  • with the labels and original packaging, where still available.

For saddles, handlebar tapes, grips, gloves and other components, installation or use that causes scratches, marks on the rails, residues, wear, deformation or other deterioration beyond normal inspection may result in a proportional reduction of the refund.

13.5 Refund

Where the right of withdrawal has been validly exercised, the Seller will refund all payments received in relation to the Products concerned, including the cost of the least expensive standard delivery method offered.

Any additional costs resulting from the Consumer’s choice of a more expensive delivery method than the standard delivery method will not be refunded.

The refund will be made without undue delay and no later than 14 days from the date on which the Seller was informed of the decision to withdraw.

The Seller may withhold the refund until:

  • the Products have been received; or

  • the Consumer has supplied evidence that the Products have been returned,

whichever occurs first.

The refund will be made using the same payment method used for the original purchase, unless the Consumer has expressly agreed otherwise and does not incur any additional costs.

14. Commercial extension of the return period to 30 days

In addition to the statutory 14-day right of withdrawal, the Seller voluntarily allows Consumers to request a return within 30 calendar days from delivery.

From the fifteenth to the thirtieth day, the return is a voluntary commercial concession and does not alter or limit the statutory right of withdrawal that may be exercised during the first 14 days.

To be accepted under the commercial extension, the Product must:

  • be intact;

  • be clean;

  • not have been used;

  • not have been installed;

  • show no signs of installation, wear or deterioration;

  • be complete with accessories, manuals, labels and components;

  • be returned, where reasonably possible, in its intact original packaging.

For returns requested between the fifteenth and thirtieth day:

  • return costs are borne by the Customer;

  • the risk associated with return transport remains with the Customer until delivery;

  • the price paid for accepted Products will be refunded;

  • the original delivery charges will not be refunded;

  • the Seller may refuse Products that do not comply with the conditions stated above;

  • the refund will be made after the Product has been received and inspected;

  • the refund will normally be made using the same payment method used for the purchase.

The commercial extension does not apply to Products excluded from the right of withdrawal, customised Products or Products clearly identified as non-returnable before purchase.

15. Exceptions to the right of withdrawal

The right of withdrawal is excluded only in the cases provided for by applicable law.

In particular, where concretely applicable and clearly communicated before purchase, the right of withdrawal may be excluded for:

  • Products made to measure;

  • Products clearly customised according to the Customer’s specifications;

  • goods which, after delivery, become inseparably mixed with other goods;

  • sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery;

  • any other Products or contracts excluded by law.

Merely opening ordinary commercial packaging does not automatically exclude the right of withdrawal.

Saddles and other ordinary bicycle components are not automatically excluded from withdrawal for hygiene reasons. The Consumer remains responsible for any reduction in value caused by use beyond what is necessary for normal inspection.

16. Incorrect, incomplete or damaged Products

If the Customer receives an incorrect, incomplete or damaged Product, the Customer is invited to contact customer service at ecommerce@prologotouch.com and provide:

  • the order number;

  • details of the Product concerned;

  • a description of the issue;

  • photographs of the Product and packaging, where available.

Photographs may help speed up the handling of the claim, but failure to provide photographs does not automatically result in the loss of any statutory rights.

Where the issue is attributable to the Seller or to transport arranged by the Seller, the Customer will not bear the necessary collection or return costs.

The procedure described in this section does not limit the Customer’s rights under the legal guarantee of conformity.

17. Legal guarantee of conformity for Consumers

Products sold to Consumers by Lunar Sport S.r.l. are covered by the legal guarantee of conformity provided for under Articles 128 et seq. of the Italian Consumer Code.

Lunar Sport S.r.l., as the Seller, is liable for any lack of conformity existing at the time of delivery that becomes apparent within two years from delivery of the Product.

The action to enforce a lack of conformity that has not been fraudulently concealed by the Seller becomes time-barred within the period provided by law, currently 26 months from delivery.

For contracts governed by the current legislation, there is no two-month forfeiture period from discovery of the lack of conformity.

Unless proven otherwise, any lack of conformity that becomes apparent within one year from delivery is presumed to have existed at the time of delivery, unless that presumption is incompatible with the nature of the Product or the nature of the lack of conformity.

After the first year, the Consumer may be required to demonstrate that the cause of the lack of conformity already existed at the time of delivery.

17.1 Conformity of the Product

A Product complies with the Contract when, among other things:

  • it corresponds to the description;

  • it has the quality, functionality and characteristics promised;

  • it is suitable for any specific purpose communicated to and accepted by the Seller;

  • it is suitable for the purposes for which goods of the same type are normally used;

  • it has the quality, safety, durability and compatibility that the Consumer may reasonably expect;

  • it is delivered with the accessories and instructions required.

Incorrect installation may constitute a lack of conformity where installation formed part of the Contract and was carried out by the Seller or under the Seller’s responsibility, or where the incorrect installation resulted from inadequate instructions supplied with the Product.

17.2 Available remedies

In the event of a lack of conformity, the Consumer is entitled to have the Product brought into conformity by:

  • repair; or

  • replacement.

The Consumer may choose between repair and replacement unless the selected remedy is impossible or would impose disproportionate costs on the Seller compared with the alternative remedy.

Repair or replacement will be completed:

  • free of charge for the Consumer;

  • within a reasonable period;

  • without significant inconvenience;

  • taking into account the nature of the Product and the purpose for which it was purchased.

In the cases provided for by law, the Consumer may obtain:

  • a proportionate reduction in the price; or

  • termination of the Contract.

Termination is not available where the lack of conformity is minor, unless otherwise provided by law.

17.3 Exclusions

The legal guarantee does not cover defects or damage resulting from:

  • normal wear and tear;

  • improper use;

  • use inconsistent with the intended purpose of the Product;

  • incorrect installation not attributable to the Seller;

  • failure to follow the instructions;

  • failure to comply with the specified tightening torques;

  • accidents, falls or impacts;

  • inadequate maintenance;

  • use of incompatible cleaning products or substances;

  • unauthorised modifications or repairs that caused the defect;

  • competitive or particularly demanding use that is incompatible with the Product specifications.

An exclusion applies only where the damage or defect is causally connected to the relevant conduct or event.

17.4 Requesting assistance

To request assistance under the legal guarantee, the Consumer may contact ecommerce@prologotouch.com and provide:

  • the order number;

  • details of the Product concerned;

  • a description of the defect;

  • the date on which the defect was identified;

  • any useful photographs or videos.

The Consumer may prove the purchase by means of an invoice, order confirmation, receipt, payment statement or other appropriate evidence.

Registration of the Product with Prologo is not a condition for benefiting from the legal guarantee.

Where the Product must be returned for inspection, repair or replacement, the Seller will provide the necessary instructions.

The necessary costs of collection, return, repair or replacement under the legal guarantee are borne by the Seller.

Any commercial guarantee offered by VELO EUROPE S.r.l. or by the manufacturer is additional to the legal guarantee and does not replace or limit it.

18. Guarantee for Business Customers

Purchases made by Business Customers are not covered by the legal guarantee provided for under the Italian Consumer Code.

Unless a different commercial guarantee is expressly granted, the provisions of the Italian Civil Code concerning warranties for defects and lack of promised qualities shall apply.

The Business Customer must inspect the Products promptly and report any defects within the periods provided by law or by any specific B2B conditions agreed between the parties.

19. Liability and use of the Products

The Seller is responsible for performance of the Contract and for the Products sold within the limits provided by applicable law.

Nothing in these Terms and Conditions excludes or limits the Seller’s liability where such exclusion or limitation is prohibited by law.

The Customer is responsible for selecting the Product and using it in accordance with:

  • its technical characteristics;

  • its intended purpose;

  • the instructions;

  • the warnings;

  • the installation instructions;

  • the specified tightening torques.

Where installation requires specific skills or tools, the Customer is advised to use a qualified mechanic or technician.

The Seller is not liable for damage caused by improper use, incorrect installation, inadequate maintenance or failure to follow the instructions, unless those events are attributable to the Seller or liability cannot lawfully be excluded.

20. Force majeure

The Seller is not liable for delays or failure to perform caused by unforeseeable events beyond its reasonable control, including, by way of example:

  • natural disasters;

  • war;

  • civil unrest;

  • measures imposed by public authorities;

  • public health emergencies;

  • general strikes;

  • customs blockages;

  • exceptional transport disruptions;

  • widespread failure of IT or energy networks;

  • fires;

  • flooding;

  • comparable force majeure events.

The Consumer’s mandatory rights concerning delivery, refunds and termination of the Contract remain unaffected.

21. Intellectual property

The trademarks, trade names, texts, photographs, videos, drawings, graphics and other content available on the website belong to VELO EUROPE S.r.l., their respective owners or are used under licence.

The reproduction, distribution, modification or use of such content without prior authorisation is prohibited, except where permitted by law.

22. Processing of personal data

Personal data collected during browsing, registration, purchasing and after-sales management is processed in accordance with the Privacy Policy available on the website.

Customers are invited to read the Privacy Policy and Cookie Policy.

23. Customer service and complaints

For information or complaints concerning orders, payments, invoices, deliveries, withdrawals, returns, refunds and the legal guarantee:

LUNAR SPORT S.R.L.
E-mail: ecommerce@prologotouch.com
Telephone: +39 0332 816961
Certified e-mail address, PEC: lunarsport@pec.lunarsport.com
Address: Via Gianfranco Miglio 2, 21045 Gazzada Schianno (VA), Italy

For technical or commercial information concerning the Products:

VELO EUROPE S.R.L.
E-mail: info@prologotouch.com
Telephone: +39 039 682 3507

A complaint must contain the information necessary to identify the Customer, the order and the reported issue.

The Seller will examine the complaint and provide a response within a reasonable period.

24. Alternative dispute resolution

Consumers may refer disputes arising from sales contracts to competent alternative dispute resolution bodies, known as ADR bodies.

The list of recognised ADR bodies can be consulted through the official channels of the Italian Ministry of Enterprises and Made in Italy and the other competent authorities.

The Seller may participate in an ADR procedure where required by law, where it has made a specific commitment to do so, or where it agrees to participate in relation to an individual dispute.

The former European Online Dispute Resolution platform has been discontinued and the relevant Regulation has been repealed. Consequently, no link to that platform is provided.

25. Governing law and jurisdiction

These Terms and Conditions and the Contracts concluded through the website are governed by Italian law.

Where the Customer is a Consumer residing in another country, any more favourable mandatory provisions under the law of the country in which the Consumer has their habitual residence shall remain applicable.

For any dispute involving a Consumer, the courts of the Consumer’s place of residence or domicile shall have mandatory jurisdiction, where located within Italy, without prejudice to any other mandatory jurisdiction provided by applicable law.

For any dispute involving a Business Customer, the Court of Varese shall have exclusive jurisdiction, unless otherwise agreed in writing.

26. Amendments to the Terms and Conditions

The Seller may update these Terms and Conditions to reflect legislative, technical, commercial or organisational changes.

Amendments apply exclusively to orders placed after publication of the updated version.

Orders already concluded remain governed by the Terms and Conditions accepted by the Customer at the time of purchase.

If any individual provision is found to be invalid or unenforceable, the remaining provisions shall remain valid and effective.

Model withdrawal form

This form may be used by the Consumer, but its use is not mandatory.

To:
Lunar Sport S.r.l.
Via Gianfranco Miglio 2
21045 Gazzada Schianno (VA), Italy
E-mail: ecommerce@prologotouch.com

I/We hereby give notice that I/We withdraw from the contract of sale relating to the following Products:

Order number:

Products ordered on:

Products received on:

Name of Consumer(s):

Address of Consumer(s):

E-mail address:

Date:

Signature of Consumer(s), only if this form is submitted in paper form: