BICYCLE RETURN POLICY

Bike Returns & Exchanges

Once the bike has been delivered and assembled by our certified technician, we can no longer accept returns or exchanges for cosmetic imperfections or damages that occur after assembly. By taking possession of the bike, you assume all liability for any future wear and tear, maintenance, or potential damage resulting from use.

Please note: If you ordered the wrong size and the bike was assembled, we will grant an exchange and a restocking fee of 15% of the bike's regular price, along with a boxing service fee, will apply. All requests for exchanges must be made within 15 days of delivery, provided the bike remains in its original, unused condition. The original packaging has to be provided for all authorized exchanges. Should a customer not provide the original packaging, a packaging fee will apply.

A 15% restocking fee applies to all authorized exchanges, regardless of the reason, including sizing errors.

The original shipping cost for the bike will not be refunded.

If you want to cancel an order that has already been processed and shipped, a 15% restocking fee will be deducted from the refund. 

Returns - BC E-Bike Rebate Program

All e-bikes sold through the BC E-Bike Program are FINAL SALES. We do not accept returns from customers who participate in the BC e-bike Rebate Program. We cannot provide you with a cash, debit refund, credit card refund, cash equivalent gift card or merchandise credit. Please make sure your decision to purchase an e-bike is final.

Exchanges - BC E-Bike Rebate Program

If you are a customer who participated in the BC E-Bike Rebate Program and your e-bike is in some way defective, it may only be exchanged for another e-bike of equal value (same cost/price) or higher. If no bikes of equal value are available, customers can pay the difference for a higher-priced model.

Returns on Accessories

To initiate a return or exchange, contact our customer service team (inquiries@shopvelofix.com) within 15 days of receiving your order. Once approved and received, a 15% restocking fee will be deducted from the item's price, and the remaining balance will be issued on a gift card. Customers are responsible for return shipping costs. Original shipping costs are non-refundable.

Shipping Costs

Shipping costs for returning or exchanging items are the responsibility of the customer, unless the item was defective or damaged during shipping.

Warranty

All new products sold by Shop velofix are covered by the individual manufacturer’s warranty policy. Each brand determines eligibility for its warranty claims. For warranty approval or claims, please contact the manufacturer directly.

Once your warranty claim is approved by the manufacturer, velofix would be happy to schedule an appointment to handle the necessary repairs. Please contact us at inquiries@velofix.com or call 855-835-6349 to arrange a service appointment.

RETURN PROCESSING

• Shipped returns (not applicable on bikes and e-bikes) take 10-14 days to process from the time we have received your package.

• If your return is deemed ineligible, your package will be returned to you. Items returned incomplete or without the original packaging may be denied a store credit or exchange. Please read the following carefully to prevent your package from being rejected.

RETURNS BY MAIL

If you would like to return your new item (excluding bikes), please contact us at inquiries@shopvelofix.com. Once you are granted authorization to return your item, please pack it in the original box and packaging materials and ship it to the address provided in the authorization email. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return. If your return is approved, then your store credit or exchange will be processed.

ITEMS ARE INELIGIBLE FOR RETURN IF THEY ARE:

• Bikes that have been delivered and assembled (however, exchanges are possible for sizing errors with a 15% restocking fee, provided the bike is in its original, unused condition, and the request is made within 15 days of delivery).
• Missing proof of purchase
• Used, installed, or worn.
• Exposed to elements such as rain, mud, or other damaging conditions.
• Damaged merchandise discounted for any reason, discontinued, clearance or “Final Sale” products.
• Damaged manufacturer packaging will cause your return to be rejected.
• Have return labels applied directly to product packaging (please use original shipping box).
• Gift Card sales are final and cannot be redeemed or exchanged for cash, except where required by law.


NOTE
• We recommend taking photos of your return item as well as shipping labels both before and after repacking for reference.
• Shop velofix is not responsible for item(s) lost or damaged in shipping.

RETURN LABELS AND FEES

• For returns both inside and outside the continental US the shipper is 100% responsible for providing a shipping label from the carrier of your choice.