What’s your return policy?

If your bike arrives different than described, we'll work with you to make it right. If the damage and/or mechanical issues can't be repaired or resolved through fair compensation, we can accept the return of the bike. 

Covered by Buyer Protection

• You received the wrong bike.
• Your bike was damaged in transit.
• There are significant differences between the bike and the listing description.

What is Not Covered

• Damages or discrepancies reported more than 48 hours after delivery.
• Imperfections or damage consistent with the listing rating or seller’s description. See How We Rate Bike Conditions for details.
• The size was correctly listed, but the bike doesn’t fit you.
• Discrepancies based solely on bike photos.
• Accessories or components pictured but not included. Please ask the seller directly to confirm what will be included with your bike. 
• Requests for additional reimbursement once your claim is approved and a refund has been requested.

Returning the Bike

• Keep the original packaging. If it’s too damaged, let us know. You may use your own box, but it must be no larger than 45" x 12" x 30".
• If your return is approved, we’ll provide a prepaid shipping label for drop-off at any UPS Store or arrange a UPS pickup at no cost.
• Refunds for the total purchase price will be issued once we receive and inspect the bike, typically within 3-5 business days.

Requesting Reimbursement for Eligible Repairs

• Inspect the bike thoroughly upon delivery and report any issues through the Buyer Protection Claim Form. Changes or additions to the claim may not be accepted after submission.
• Provide the contact information for the bike shop or mechanic handling repairs. You’ll need to submit a detailed repair estimate, including a line-item breakdown of parts and labor.
• All requests must be supported by documentation such as photos, video, or a certified mechanic’s note. Acceptable formats include a PDF of the work order, invoice, estimate, or a screenshot of an email from the mechanic.
• Once a partial refund or reimbursement is accepted, we cannot accept the bike for return.

Important Notice 

If we request additional evidence to support your claim (e.g., photos, video, or documentation from a mechanic), please respond within one week. Failure to do so may result in the claim being automatically closed, and we cannot guarantee a return or refund after this point.

Updated September 09, 2024 18:17