Exchange and Returns

Exchange & Return Policies

We advise all buyers to select and choose their product (including size and color) carefully before buying, as an order to purchase creates a contract between the Buyer and the Seller. If you need to cancel an order before it ships, please contact us as soon as possible. Any order cancelled prior to shipping is eligible for a full refund. For any exchanges or returns, our bike retail partners offer a fourteen (14) day replacement window from the date you receive your product to initiate the return process. There are NO RETURNS on items that have been taken out original packaging and are not resalable as new. If you return a Product and we determine that it has been used since its purchase, no exchange or return will be granted. The return policy of the seller supersedes any policy or guidelines listed here. If you have questions about whether or not your purchase qualifies for a return, please contact us for support.

Return of Faulty Products

Any faulty or damaged product can and should be returned to the bike retail store or merchant from which it was purchased. If your product arrives faulty or damaged, you must notify BikeExchange or the seller within fourteen (14) days of receipt. If your product can be replaced, it will be replaced with the same or a similar product. If a product cannot be replaced, you will be offered the option of a replacement product of the same value, or being provided with a refund for the total value of the product. Replacements for faulty products will be sent to you at no charge within five (5) Business Days from the date the faulty product is returned to the seller. For faulty products, we require proof of assembly from a professional bike shop. When returning a faulty product to the seller, please ensure you also provide us the following details:

• Your full name
• Your address
• Your contact phone number
• Your order number
• The date of delivery (or collection) of the Product
• The Seller's return address
• Reason why you are returning the Product
• The original order confirmation or invoice you received with your Product

Change of Mind

We are unable to guarantee returns or exchanges on products for change of mind once they have been shipped from the seller. This includes the buyer making a mistake and ordering the wrong color, build, size, or other attributes. Should the listing and seller policies allow for it, we will always endeavor to do our best to achieve the desired outcome for our customers. If you change your mind about a purchase within fourteen (14) days of receiving the product, please contact us directly to inquire about eligibility for an exchange. In the event your purchase is eligible for an exchange or refund, you are responsible for the shipping costs to return the product to the seller and any initial shipping costs to send the replacement product to you. Replacements or refunds for returned products will be processed within five (5) Business Days from the date the product is returned to the seller or bike retail store.

Exchanges and Refunds only apply to unused and undamaged goods. Be sure to safely and securely package any items upon shipping them back to the seller. If your returned product arrives to the seller damaged or in any condition other than new, you could be responsible for any replacement costs. 

Collecting Goods - "Click and Collect"

Goods ordered with "Click & Collect" are usually made available to the buyer within 2-3 business days (unless otherwise specified). You will be notified via email by the bike retail store within 2 to 3 Business Days after having placed your order as to when the product is ready for collection. The buyer is required to provide proof of purchase when picking up their order (order confirmation, invoice) as well as proper identification (driver's license, passport, or other government issued ID) that matches the billing information on the purchase.

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