Terms of service

Terms and conditions

These Terms and Conditions of Purchase (the “Terms and Conditions”) govern access to, use of and the purchase of products through the TETSUO platform, available at https://tetsuo.com/ (the “Platform”), owned by ERIC Y JOEL, S.L., with tax ID (NIF) B10623452 and registered office at Calle Gijón 6, 46183 La Eliana (Valencia), Spain (“TETSUO”).

These Terms and Conditions are supplemented by the Legal Notice, the Privacy Policy, the Cookie Policy and, where applicable, the specific conditions that apply to certain products, promotions, customised products or features available on the Platform.

If you have any questions about these Terms and Conditions, you can contact TETSUO by email at info@tetsuo.com or by phone on +34 625 624 155.

1. Purpose of the Platform

TETSUO has developed this Platform to sell products, components, accessories and solutions related to cycling, triathlon and/or related sports, including standard products and, where applicable, products customised or adapted to the User’s specifications (the “Products”).

Through the Platform, the User can consult information about the Products, including their essential features, prices, availability and shipping options, and place orders in accordance with these Terms and Conditions.

The Products are sold for use in accordance with the instructions, warnings, technical specifications, limitations and conditions indicated by TETSUO in each product page, manual, technical documentation or communication provided to the User.

2. Acceptance of the Terms and Conditions

Accessing and using the Platform, and placing orders through it, implies acceptance of these Terms and Conditions, without prejudice to any express acceptance that may be required during the checkout process.

By accepting these Terms and Conditions, the User declares that they have read and understood them, that they are acting in their own name or as a valid representative of the individual or legal entity on whose behalf they are ordering, that they are over 18 years of age and that they have sufficient legal capacity to enter into contracts.

Where the User acts as a consumer, the rights recognised in consumer protection legislation apply, including, among others, Spanish Royal Legislative Decree 1/2007 of 16 November and any other applicable legislation. Nothing in these Terms and Conditions limits the statutory rights of consumers that cannot be waived.

3. Users and capacity to contract

To place orders through the Platform, the User must be of legal age and have sufficient legal capacity to enter into contracts.

The User agrees to provide truthful, accurate, complete and up-to-date information during checkout, registration or any communication with TETSUO. The User will be responsible for any damage, delay or incident arising from inaccurate or false information.

The Platform may allow purchases as a guest or through a user account, depending on the features enabled at any given time. If the User creates an account, they are responsible for keeping their login details safe and for notifying TETSUO of any unauthorised use or suspected improper access.

4. How the Platform works

To access certain features of the Platform, the User must register and create an account by providing the information requested in the registration form.

Account credentials are personal and non-transferable. The User is responsible for keeping their password safe and using it diligently, and must inform TETSUO as soon as possible of any unauthorised use, loss, theft or suspected improper access to their account.

TETSUO may suspend or cancel a User’s account where there are reasonable indications of fraudulent, unlawful or abusive use, or use contrary to these Terms and Conditions, without prejudice to the statutory rights of consumers.

5. Product availability

All orders are subject to Product availability. TETSUO will try to keep information on availability, stock, features and prices up to date, although errors, update delays or supply issues may occur.

If a purchased Product is unavailable, there are supply problems or it cannot be delivered, TETSUO will inform the User as soon as possible and, where possible and if the User agrees, will offer a replacement product with equivalent features or a refund of the amounts paid.

TETSUO reserves the right to withdraw, modify, replace or stop selling Products at any time. This will not affect orders already confirmed, except in cases of supervening impossibility duly communicated to the User and without prejudice to the User’s rights under applicable law.

6. Product information, compatibility and use

TETSUO will provide the User with the essential information about the Products, including, where applicable, description, technical specifications, materials, compatibility, usage limitations, price, applicable taxes, shipping costs, estimated delivery times and relevant warnings.

The User must carefully review the information for each Product before ordering, particularly regarding measurements, compatibility, bike models, mounting systems, intended use, safety warnings and technical limitations.

Where a Product requires installation, assembly, adjustment or specific maintenance, the User must strictly follow the instructions provided by TETSUO and, where necessary or advisable given the nature of the Product, use qualified professionals such as a professional bike mechanic or a bike-fit specialist, as appropriate. To the extent permitted by applicable law, TETSUO will not be responsible for damage resulting from incorrect installation, negligent use, unauthorised modifications, the use of incompatible parts or use of the Product outside its specifications.

Components for the Masamune. Plates, wedges, adaptors, grips, mounts, holders, spare parts and other components sold by TETSUO are designed exclusively for the TETSUO Masamune aerobar and are sold only to Users who already own a Masamune. This restriction does not apply to the TAO X3 aerobar, TAO and Kaizen foams, or services such as wind tunnel sessions. By ordering a component, the User confirms that they own a Masamune. If TETSUO has reasonable indications that the User does not own a Masamune, it may cancel the order and refund the full amount paid, as set out in section 20.

7. Product safety, traceability and information to the User

TETSUO will take the reasonable measures required to ensure that the Products sold through the Platform are safe and comply with applicable product safety legislation, including, where applicable, Regulation (EU) 2023/988 on general product safety.

To this end, TETSUO will try to ensure that product pages, online offers, technical documentation, instructions, warnings, packaging, labelling and documents accompanying the Product include, where appropriate and in a clear and visible way, sufficient information on the identification of the Product, image, model, reference, batch or serial number, manufacturer or person responsible for the Product, applicable contact details, intended use, compatibility, technical limitations, assembly, installation, use and maintenance instructions, and safety warnings.

The User must always read and follow the information, instructions, warnings and limitations provided by TETSUO for each Product. In particular, the User must check that the Product is compatible with their bike, components, accessories, set-up, measurements and conditions of use before installing or using it.

Where the Product requires assembly, technical adjustment, specialist installation or periodic inspection, the User must use qualified personnel, including, depending on the nature and features of the Product, a professional bike mechanic or a bike-fit specialist.

The User must not modify, tamper with, alter, repair or adapt the Products without authorisation, nor use them outside the specifications, instructions, warnings or purposes indicated by TETSUO. Any modification, tampering or use contrary to those instructions may compromise the safety of the Product and will be the User’s responsibility, without prejudice to the User’s statutory rights.

If the User detects any incident, defect, risk, accident or possible safety issue related to a Product, they must inform TETSUO as soon as possible at info@tetsuo.com, providing, where possible, the Product identification, order number, photographs, a description of the incident and any other relevant information.

Where TETSUO becomes aware that a Product may pose a risk to the health or safety of consumers, it will take the appropriate corrective measures under applicable law, which may include safety warnings, withdrawal, recall, repair, replacement or refund of the Product, as appropriate.

Nothing in this clause limits the statutory rights of consumers under consumer protection, product safety, legal guarantee or defective product liability legislation.

8. 3D-printed Products and specific usage limitations

Any 3D-printed Products offered through the Platform are intended exclusively for checking the ergonomics and compatibility between the rider and the bike and/or certain components, unless TETSUO expressly indicates another purpose on the product page.

These Products must not be used on the road, in competition, in training, under real load, for intensive use or in any other situation that may compromise the User’s safety, unless TETSUO expressly states that the Product is designed and certified for such use. Use contrary to this warning may cause structural failure, damage to property or injury.

The User acknowledges that they must always follow the warnings, instructions and usage limitations indicated by TETSUO on the product page, technical documentation, packaging or communications associated with the order.

9. Customised Products or Products made to the User’s specifications

Certain Products may be customised or made to specifications provided by the User, such as measurements, configurations, compatibility, designs, colours, technical parameters or other specific instructions.

The User is responsible for carefully reviewing the data, measurements, specifications and configurations provided before confirming the order. TETSUO will not be responsible for errors resulting from incorrect, incomplete or inaccurate data provided by the User, without prejudice to the legal guarantee in the event of a lack of conformity attributable to TETSUO.

Where the Product has been made to the User’s specifications or is clearly personalised, the right of withdrawal does not apply, in accordance with consumer protection legislation, except in the event of a lack of conformity, a defect in the Product or any other legally applicable case.

10. Purchase process

To place an order, the User must select the desired Products, add them to the cart and follow the steps of the checkout process on the Platform. During the process, the User must provide the information needed to manage the order, payment, invoicing and delivery, including identification data, contact details, shipping address, billing address, shipping method and payment method.

Before completing the order, the User must review the order summary, including the selected Products, quantities, price, taxes, shipping costs, delivery address, payment method and other applicable conditions. The User is responsible for checking that the information provided is correct before confirming the purchase.

The purchase is formalised when the User completes payment and TETSUO confirms acceptance of the order by sending a confirmation to the email address provided by the User. TETSUO may reject or cancel orders in the cases set out in these Terms and Conditions or where there is good cause under applicable law.

11. Prices, taxes and shipping costs

Product prices are those published on the Platform at the time the order is placed. Unless expressly stated otherwise, prices include the indirect taxes applicable in Spain but do not necessarily include shipping costs, duties, import taxes, customs fees or other costs associated with deliveries outside the applicable tax territory.

For orders shipped to Japan, prices shown in Japanese yen (JPY) include duties and Japanese consumption tax, so the User will not have to pay any additional amount on delivery.

Shipping costs are shown during checkout before the order is confirmed, except for any costs, fees, duties or customs charges that TETSUO cannot calculate in advance.

TETSUO makes reasonable efforts to ensure that the information published on the Platform about Products, prices, availability, features, images and descriptions is correct and up to date. However, typographical, technical, computer or update errors may exceptionally occur.

If the price of a Product shown on the Platform is manifestly incorrect and the error could reasonably be recognised as such by the User, TETSUO may contact the User before shipping the Product to inform them and offer them the option of buying the Product at the correct price or cancelling the order with a full refund of the amounts paid.

This provision does not affect the User’s rights under applicable consumer protection legislation.

TETSUO may change its prices at any time. Products will be invoiced at the price in force when the order was confirmed, except in the case of a manifest error as described in this clause.

12. Payment methods

The User may pay for orders using the payment methods enabled on the Platform at any given time. These may include, where available at checkout, bank card, bank transfer, Shop Pay, Google Pay, PayPal, Klarna or other payment providers.

Payments made through external providers are subject to the terms, conditions, privacy policies, validations, authorisations and security measures of those providers. TETSUO does not have access to or store the User’s full card details when they are processed directly by the payment gateway or provider through a secure connection.

For payment by bank transfer, the order may not be prepared or shipped until TETSUO confirms receipt of the full amount. If payment is rejected, not made, charged back or cannot be processed, TETSUO may cancel the order or ask the User for an alternative payment method.

13. Invoicing

TETSUO will issue and send, where applicable, the invoice or proof of purchase in electronic format, in accordance with applicable law.

The User may request a paper invoice by contacting TETSUO at info@tetsuo.com and providing the necessary details.

14. Coupons, promotions and discounts

Coupons, promotional codes, discounts and offers are subject to the specific conditions communicated in each case, including, among others, validity period, Products included or excluded, minimum purchase amount, territorial restrictions, incompatibility with other promotions and single or limited use.

Unless expressly stated otherwise, coupons or discounts must be applied during checkout before the order is confirmed and cannot be applied retroactively once the transaction has been completed.

15. Delivery of Products

Products will be shipped to the address given by the User during checkout. The User is responsible for providing a complete, correct and accessible delivery address and for responding to the carrier’s communications where necessary.

Delivery times shown on the Platform are estimates unless expressly stated otherwise. As a guide, and always subject to availability, order preparation and logistics, delivery times may be as follows:

• Mainland Spain: 24–72 business hours.
• Balearic Islands, Canary Islands, Ceuta and Melilla: up to 7 business days, unless specific conditions apply.
• Europe: 7 to 10 business days, unless specific conditions of the destination or carrier apply.
• Japan: 5 to 10 business days by express courier, subject to customs clearance.

Delivery times may vary due to logistics, customs, force majeure, periods of high demand, Product availability, carrier incidents or circumstances beyond TETSUO’s reasonable control.

The risk of loss of or damage to the Products passes to the consumer when they, or a third party indicated by them other than the carrier, take physical possession of the Products. If the User arranges transport with a carrier other than those offered by TETSUO, the risk may pass to the User when the Product is handed to the carrier, in accordance with applicable law.

For deliveries to the Canary Islands, Ceuta, Melilla or territories outside the European Union (except Japan, whose prices already include duties and import taxes), customs charges, duties, import taxes or similar costs may apply. These will be shown during checkout where possible or handled in accordance with applicable law.

16. Failed delivery

If delivery cannot be made for reasons not attributable to TETSUO, such as the repeated absence of the recipient, an incorrect address, failure to collect the parcel, inability to contact the User or unjustified refusal of delivery, TETSUO or the carrier may contact the User to arrange a new delivery or provide collection instructions.

If the order cannot be delivered and is returned to TETSUO, TETSUO may terminate the contract and refund the amounts paid to the User. Where permitted by applicable law and after informing the User, TETSUO may deduct the reasonable costs of transport, return, storage or handling caused by reasons attributable to the User.

17. Right of withdrawal

Where the User is a consumer, they may exercise the right of withdrawal within thirty (30) calendar days of receiving the Product, without giving any reason, unless a legal exception applies.

To exercise the right of withdrawal, the User must inform TETSUO of their decision to withdraw from the contract by an unequivocal statement sent to info@tetsuo.com or to TETSUO’s postal address, including the details needed to identify the order. The User may use the model withdrawal form in Annex I to these Terms and Conditions, but it is not mandatory; the right may be exercised by any other unequivocal statement sent to TETSUO within the legal period.

The User must return or hand over the Products to TETSUO without undue delay and, in any case, within fourteen (14) calendar days of the date on which they communicated their decision to withdraw, unless TETSUO indicates another return procedure.

In the event of a valid withdrawal, TETSUO will refund all payments received from the User without undue delay and, in any case, within fourteen (14) calendar days of the date on which it was informed of the decision to withdraw, including the standard delivery costs where applicable, but excluding any additional costs resulting from the User’s choice of a delivery method other than the least expensive standard delivery offered by TETSUO.

The refund will be made using the same means of payment used by the User for the original transaction, unless the User has expressly agreed otherwise and provided this does not incur additional costs. TETSUO may withhold the refund until it has received the Products or until the User has provided proof of having sent them back, whichever is earlier.

Unless TETSUO expressly indicates otherwise, the User will bear the direct cost of returning the Product in the event of withdrawal, except in the case of a defective Product, a lack of conformity or an error attributable to TETSUO.

18. Returns and defective or non-conforming Products

If the User receives a Product that is defective, damaged or not in accordance with the order, they must inform TETSUO as soon as possible at info@tetsuo.com, providing enough information to identify the order, a description of the issue and, where possible, photographs or documents that allow the condition of the Product to be assessed.

In the event of a lack of conformity, consumers are entitled to the remedies provided by applicable law, including, where appropriate, repair, replacement, a price reduction or termination of the contract, under the terms established by law.

For returns of defective or non-conforming Products attributable to TETSUO, TETSUO will bear the reasonable return costs and, where applicable, refund the amounts paid by the User, including standard shipping costs.

19. Legal guarantee and commercial warranty

The Products are covered by the applicable legal guarantee of conformity under current legislation. For consumers resident in Spain, the general legal guarantee period for new goods is three (3) years from delivery, unless applicable law establishes another regime or period.

For consumers resident in other European Union Member States, the legal guarantee period that applies under the mandatory legislation of their place of residence will apply, always respecting the minimums established by European consumer legislation.

The legal guarantee does not cover damage resulting from misuse, incorrect installation, lack of maintenance, normal wear and tear, impacts, falls, unauthorised modifications, the use of incompatible parts, exposure to extreme conditions or use of the Product outside its instructions, specifications or intended purpose, unless there is a lack of conformity attributable to TETSUO.

Any additional commercial warranty that TETSUO may offer is independent of the legal guarantee and is governed by the specific conditions communicated to the User, without affecting the User’s statutory rights as a consumer.

20. Cancellation or inability to fulfil orders

TETSUO may cancel or decline an order, informing the User where possible, in the following cases:

1. where there are significant errors in the information provided by the User, the delivery address, the payment or the availability of the Product;
2. where full payment has not been received or the payment has been rejected, charged back or not authorised;
3. where there are reasonable indications of fraud, misuse of payment methods, identity theft or unlawful activity;
4. where delivery to the address or territory provided is not possible;
5. where the User does not have sufficient legal capacity to enter into contracts;
6. where the order breaches these Terms and Conditions, applicable law or the rights of third parties;
7. where there is a manifest error in the price, availability or description of the Product, as set out in these Terms and Conditions;
8. where the order includes Masamune components and the User does not own a Masamune, as set out in section 6.

In the event of a cancellation attributable to TETSUO or an inability to fulfil the order, the amounts paid will be refunded to the User, unless the User accepts an alternative solution.

21. Use of the Products and User responsibility

The User must use the Products in accordance with their intended purpose, technical data sheet, instructions, warnings, usage limitations and assembly and maintenance recommendations provided by TETSUO or the relevant manufacturer.

The User is responsible for checking, before buying and using the Product, its compatibility with the bike, components, accessories, set-up, measurements or intended conditions of use. Where the Product requires assembly, technical adjustment, specialist installation or bike-fit validation, the User must use the appropriate qualified professional for the nature of the Product, including, where applicable, a professional bike mechanic or a bike-fit specialist.

TETSUO will not be responsible for damage resulting from improper or negligent use, use contrary to the instructions, warnings or usage limitations of the Product, or from modifications, installations, repairs or tampering carried out by the User or unauthorised third parties.

Likewise, TETSUO will not be responsible for damage resulting from the use of incompatible, non-original or non-recommended parts, accessories or components, or from the use of the Product in conditions other than those for which it was designed.

22. TETSUO’s liability

TETSUO will be liable to the User under the terms established by applicable law, particularly where the User is a consumer. Nothing in these Terms and Conditions is intended to exclude or limit the User’s non-waivable rights or any liability that cannot be excluded under applicable law.

To the extent permitted by applicable law, TETSUO will not be responsible for:

1. the unavailability, interruption or malfunction of the Platform for reasons beyond its reasonable control;
2. computer failures, interruptions, overloads, network outages, or incidents involving technology providers, telecommunications operators, payment gateways or carriers;
3. damage resulting from improper, negligent or reckless use of the Products, or use contrary to their instructions;
4. damage caused by incorrect installation, assembly, handling, modification or maintenance by the User or third parties;
5. damage resulting from the use of incompatible, non-original or non-recommended parts, accessories, bikes or components;
6. damage caused by normal wear and tear, impacts, falls, or exposure to humidity, heat, cold, salt, corrosion or other unfavourable environmental conditions without adequate protection or maintenance;
7. decisions made by the User based on third-party information, external links or content not belonging to TETSUO;
8. force majeure or unforeseeable or unavoidable circumstances beyond TETSUO’s reasonable control.

The User acknowledges that certain Products may be linked to sporting activities that carry inherent risks. The User must use them prudently, in accordance with the instructions and limitations indicated, and check their compatibility and correct assembly before use.

23. Intellectual and industrial property

All intellectual and industrial property rights in the Platform, its Content, designs, trademarks, trade names, logos, images, photographs, texts, descriptions, catalogues, configurations, technical developments, models, industrial designs, inventions, know-how and any other protectable elements belong to TETSUO or to third parties that have authorised their use.

Purchasing a Product does not imply the assignment, licence or authorisation to use TETSUO’s intellectual or industrial property rights, except the limited right to use the purchased Product for the ordinary purpose for which it was sold.

The reproduction, copying, transformation, distribution, public communication, making available, manufacture, marketing, reverse engineering, scanning, modelling, redesign, registration or attempted registration of designs, trademarks, patents, utility models, distinctive signs or other intellectual or industrial property rights related to TETSUO or its Products is prohibited without prior express written authorisation.

The User must refrain from any act that may damage, limit or interfere with the legitimate exploitation of TETSUO’s Products, designs, distinctive signs, content, innovations or intangible assets. Breach of this clause may give rise to the corresponding civil, administrative or criminal liability.

24. Personal data protection

TETSUO will process Users’ personal data in accordance with Regulation (EU) 2016/679, Spanish Organic Law 3/2018 and any other applicable data protection legislation.

For more information on the processing of personal data, the applicable legal bases, recipients, international transfers, retention periods and rights, the User should consult the Privacy Policy available on the Platform.

25. Changes to the Terms and Conditions

TETSUO may change these Terms and Conditions when necessary for legal, technical, commercial, operational or security reasons, or due to changes in the Platform, the Products or applicable law.

The conditions that apply to each order are those in force at the time it is placed, unless applicable law requires otherwise. Changes will not affect orders already confirmed, unless they are favourable to the User or required by a mandatory legal provision.

26. Communications

TETSUO may send communications about orders, incidents, returns, warranties, invoicing or relevant changes to the email address provided by the User during checkout or registration, or through any other contact details provided by the User.

The User must keep their contact details up to date so that they can receive communications about their orders.

27. Miscellaneous

If any clause of these Terms and Conditions is declared wholly or partly null, invalid or unenforceable by a competent authority, this will only affect that clause or part, and the remaining provisions will remain in force.

Where possible, the affected clause will be replaced by a valid one that preserves, as far as possible, the economic and legal purpose of the original clause.

These Terms and Conditions are drafted in Spanish. Where the Platform or these Terms and Conditions are available in other languages, the Spanish version will prevail in the event of any discrepancy, unless applicable law provides otherwise.

28. Complaints and alternative dispute resolution

The User may send TETSUO any claim, complaint or incident related to the purchase of Products, the Platform or the performance of these Terms and Conditions by email to info@tetsuo.com or through the other contact channels available on the Platform.

TETSUO will try to respond to complaints received as quickly as reasonably possible and, in any case, within the periods required by applicable law.

Where the User is a consumer, they may, if they wish, contact the competent public consumer bodies or the applicable alternative consumer dispute resolution mechanisms. Unless expressly stated otherwise on the Platform, TETSUO is not a member of any specific alternative dispute resolution body or of the Spanish Consumer Arbitration System.

29. Applicable law and jurisdiction

These Terms and Conditions are governed by Spanish law, without prejudice to any mandatory legislation that may apply to consumers depending on their place of residence.

Any dispute arising from the interpretation, validity, performance or fulfilment of these Terms and Conditions will be submitted to the courts and tribunals with jurisdiction under applicable law. Where the User is a consumer, jurisdiction will lie with the courts and tribunals determined by consumer protection legislation, including, where mandatory, those of the consumer’s place of residence.

Annex I – Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: ERIC Y JOEL, S.L. (TETSUO), Calle Gijón 6, 46183 La Eliana (Valencia), Spain – info@tetsuo.com

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):

Order number: ______________________

Ordered on (*) / received on (*): ______________________

Name of consumer(s): ______________________

Address of consumer(s): ______________________

Signature of consumer(s) (only if this form is notified on paper): ______________________

Date: ______________________

(*) Delete as appropriate.