Our Returns and Exchanges Terms forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this policy at any time. This policy was last updated on January 1, 2018.
Returns and Exchanges
Please inspect all merchandise for any defects or damage. If there is a problem with your purchase, we ask that you contact us within 72 hours of receiving merchandise. We ask that you return it in new and unused condition and in the original undamaged box or packaging, within 3 days after receiving the item for replacement, refund or store credit. Do not send in any product without completing a Return Authorization Form (see below under Return Authorization Numbers)
You should have your original receipt. No returns will be accepted for installed items, custom parts, complete bicycles, undergarments, batteries, battery chargers, bulbs, tools, food and nutritional items, software or videos. All items will be inspected before any final decisions are made on credits. The returns department retains full discretion on granting full or partial refunds, exchanges or in-store credits. All returns must be packaged carefully or they will not be accepted.
New, unused, and unopened products are subject to a refund, less shipping and a 20% restocking fee.
Any product that has been removed from its original package and cannot be resold as new is non-refundable.
If you received a discount on an order and an item is returned and the order no longer qualifies for the discount, the discount will be deducted from your refund.
Refunds and Store Credit
Shipping/Handling costs are not refundable. All shipping costs are the responsibility of the customer. If the purchase includes a set shipping price (example: free shipping), you, the customer are responsible for the actual shipping/handling cost, which in most cases is more than the set shipping price. This covers all exchanges and all refunds.
We are more than happy to refund postage costs to return an item where the return is required due to our error. Example: If we send an item(s) that do not match your original invoice.
Bicycle Part Supply issues credits for accepted claims. If you paid with a credit card, your refund will be issued against that same card. If you paid by any other method, or we are unable to refund the original card, your refund will be in the form of store credit.
Return Authorization Numbers
IMPORTANT – Before sending anything you must have a Return Authorization number (RA#) Please follow the instructions on this: Return Authorization Form (click to open)
How do I arrange a return?
1. Please complete the Return Authorization Form.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorization number and all the necessary information to arrange the return. IMPORTANT – Do not proceed until receiving a RA# from Bicycle Part Supply.
2. Please package the item securely and ensure our Return Authorization Form is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our facility. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods. Please take the time to carefully package your returns. It is the responsibility of the customer to pay costs related to the repair of returned items damaged in shipping due to improper packaging.
What should I do if I receive an incorrect item?
Our goal is perfection when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our best to resolve your issue with minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Once the shipment leaves our facility we are at the mercy of shipping company. Please accept our apologies if your shipment arrived damaged.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
Please contact us directly at email@example.com. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.