RETURNS & EXCHANGES

Free 30-Day Bike Returns

We’re incredibly confident that you’ll love our wide range of bikes; however, if for any reason you don’t, we’ve got you covered with our free 30-day return policy. Yes, you heard it right—we offer a full refund for the bike, and we’ll even pick it up from your doorstep, all at no extra cost to you! For our Alaska and Hawaii customers, while we don’t offer returns, we will make sure that you love your bike and have local support.

Note: Outlet sales are final 

All we ask is that you keep the original box and packaging and make sure to follow our simple terms and conditions. See Terms & Conditions >>

30-Day Parts & Accessories Easy Returns

At BikesOnline24, we understand that sometimes your needs or preferences might change. That’s why we’ve crafted a 30-day easy return and exchange policy specifically for our parts and accessories (P&A). Our goal is to ensure your complete satisfaction with your purchase, and we want to make the process as straightforward as possible. See Terms & Conditions >>

Free Bike Return Terms & Conditions

  1. The Free 30-day Bike Return is applicable to all bikes at Bikes Online and begins from the date of delivery. Just let us know within 30 calendar days from delivery if you’d like to return the bike. For our Alaskan and Hawaiian customers, we are happy to provide local support. 
  2. Feel free to unpack and assemble the bike for sizing and inspection purposes. However, we kindly request that you refrain from test rides to avoid any wear and tear. Failure to comply with these terms or return bikes in anything less than “as new” condition may result in a minimum restocking fee of $50 or even void the right to a refund.(See examples below.).
  3. If your bike arrived damaged, please report it as soon as possible. Snap some photos of the damage and email them to us via our contact form
  4. Make sure to securely pack the bike in its original packaging when returning it. This includes the frame, wheels, and components. Hang on to the packaging just in case.
How to pack a bicycle and box it for transport and travel
  5. You’ll need to be present on the scheduled pickup day to hand the bike to the courier. 
  6. For customers in the contiguous 48 states, you’ll need to be present on the scheduled pickup day to hand the bike to the courier; we will set up the label and handle it from there! If you’re in Alaska or Hawaii, we will connect you with local experts in your state. 
  7. Damage resulting from improper use, policy abuse, or incorrect assembly, such as damaged pedal threads, tire dirt, frame scratches, or any other damages, will be charged at full retail rates. (see examples below).
  8. If the bike sustains damage during the return transit due to inadequate packaging by the customer, we reserve the right to charge you the cost of replacing the damaged part or component. Be sure to check out our repacking guide. 
  9. Refunds will be processed after one of our mechanics thoroughly inspects the returned bike. Please understand that this process may take up to 5 business days after the bike is received. 
  10. Refunds will be issued promptly once the bike receives approval from our mechanics. In the rare case of an issue during inspection, we’ll contact you regarding policy violations and fees. Please note that some banks may take up to 10 business days to finalize the transaction after we issue the refund. 
  11. The refund for the bike does not include any shipping costs associated with your original transaction. However, the return shipping within our 30-day policy is on the house. Contact our Team for more information.

What will result in a restocking fee? 

  1. Scuffs, scratches and signs of excessive use on components and frames
  2. Signs of excessive drivetrain wear 
  3. Bikes ridden in adverse weather and not returned in like-new conditions 
  4. Bikes showing damage to the frame or other components 
  5. Bikes are incorrectly or insufficiently packaged 
  6. Damage incurred in the return shipping due to improper packaging 

Bike Return FAQ 

What If You Want to Keep Your Bike? 

No need to worry! Just keep riding! Beyond the free 30-day return period, your bike is still covered by the BikesOnline24 consumer guarantee. 

What If You Received a Damaged Bike in Transit? 

If you’ve received a bike that’s been damaged in transit, please snap some photos of the damage and send them to us via our contact form

What If You Received a Bike with an Issue? 

We’re sorry to hear you’re having trouble, especially with your brand new bike. We’re here to assist, and the sooner we know about it, the better. Please reach out to us via our contact form.  

To help us help you, provide us with: 

  1. A quick explanation of the issue with your product. 
  2. Your order or invoice number. 
  3. Photos or videos of the issue. 

With these details, we’ll swing into action to get you back on your bike, whether you’re hitting the road or the trails, as quickly as possible. Your satisfaction is our top priority! 

Do I Get a Refund for the Initial Shipping Cost? 

While we’re happy to cover the return shipping and pickup costs, please note that the initial shipping cost will not be refunded. 

How Is the Bike Picked Up from My Address? 

We’ll coordinate the pickup of your packaged bike for free. We’ll work with you to schedule a convenient pickup date at your designated address. To ensure a smooth process, be present on the scheduled date to hand the bike over to our courier. We recommend giving our carrier FedEX, a call on the morning of the pickup to get an estimated time of arrival. 

What About My Accessories? 

Our standard returns policy applies to unused accessories. You can check out our Refund & Exchange Policy. 

When Will I Get My Refund? 

Refunds will be processed after one of our mechanics thoroughly inspects the returned bike 

30-Day Parts & Accessories Easy Returns Terms & Conditions

Conditions of return

  1. Goods can be returned within 30 days of delivery and must be in the original packaging as new – no signs of installation, damage or wear, tags (if present) still attached. While we do not currently offer returns from Alaska and Hawaii, our dedicated team is ready to assist you with personalized solutions. 
  2. Must be in original packaging which is not damaged as new conditions, not ripped, torn, stickers or tape. 
  3. If an item has been deemed or used upon its return, we will contact you directly. We will be asking for the shipping fee to be covered to get the used item back to you.  
  4. Please inform us via email here, before you send an item back to us to speed up the refund/exchange process. 
  5. BikesOnline24 reserves the right to refuse any returned item without notice if we deem the return to not meet guidelines set upon the creation of a refund.

How to return Parts & Accessories? 

  1. Please contact us via email here, to receive all the details and speed up the refund/exchange process.
  2. Please include your order number and whether you would like an exchange or refund. Do not tape or attach labels direct to the retail packaging, please wrap the product first. Postage is non-refundable
  3. Allow up to 14 business days for your return to be processed. All refunds will be provided via original method of payment.

How will I be refunded? 

  1. Refunds will only be issued via the original payment method made. 
  2. In the event that the original payment credit card has expired since time of purchase but the account remains active, funds will be transferred onto the updated credit card as your bank will process the transfer by identifying and matching your account number. 
  3. In the event that your credit card and account are closed please assist us in arranging an alternate method.

Outside of the 30-day return offer, bicycles will only be accepted within 45 days of purchase and only if they are new and unused. 

Please contact us here prior to returning a bike to ensure that we can advise you on the best and cheapest method of getting this resolved. Outside of the 30-day return period, postage costs to return the bike are payable by the customer. On receipt and examination of the bike, we will e-mail you to advise on the refund procedure. Depending on your bank, refunds take up to 10 business days for the funds to be returned to your account. 

As long as the item has not been worn or used, we’re happy to receive it back for a refund or exchange. Goods can be returned within 30 day of delivery and must be in their original packaging. However, this excludes bikes, frames and some other bulky items such as wheelsets and turbo trainers. The goods must be packaged appropriately for transport.

Please inform us via email here before you send an item back to us to speed up the refund/exchange process.

Return items to
Bikes Online24 
2711 W Loker Ave. 
Carlsbad, CA 92010

Please include your order number and whether you would like an exchange or refund.

 

Please allow up to 14 business days for your return to be processed. All refunds will be provided via the original method of payment.

NOTE: Please do not tape up or attach labels directly to the retail packaging; please wrap the product first. Postage is non-refundable. Outlet sales are final 

Incorrect Item:
It is very rare for the wrong item to be shipped out to you but sometimes can happen due to human error.

If you believe you were sent the wrong item, please send a photo of the item and barcode on the packaging to us via email here

If we believe the item is does not match your invoice at the time of ordering, we will arrange for the correct item to be shipped to you and the wrong one returned to us.

Simply notify us within 7 days of receipt. For smaller items, you will need to return the products. Please ensure that the goods are in their original packaging and have not been used.

Broken/Damaged Item
If your bike or item arrived broken or damaged, please inform us immediately by submitting a ticket here with photos and details. We need to approve any work to be done by a local bike shop or by us.

Return standard postage costs can only be approved with prior written agreement by Bikes Online24. 

In the case of complete bicycles, Bikes Online24 will arrange the pick-up and return of the bike.

Once we have received the products, we will confirm the receipt, carry out your instructions as indicated on the returns form, and then refund any postage or courier costs to you. 

Depending on your bank, refunds take up to 14 business days for the funds to be returned to your account.

If you are going on a cycling holiday or perhaps returning a bike to us as a part of our 30-day bike return, repacking your bike is an important but easy thing to do to ensure that your bike arrives at its destination in perfect condition.

Please see the below video for an easy step-by-step guide on how to repack your bicycle.

Small part: Once a small part has been returned to Bikes Online24, we normally process the exchange or refund within the day 

Once we send the refund to our accountant, it can take up to 10 business days for you to see the money. 

This is a sample page.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

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 refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.