Returns & Exchanges
Sometimes a purchase needs a second look. We want you to understand how to request a return, ask about an exchange, and resolve an issue with your order.
What to Know First
Before requesting a return or exchange, it helps to understand the product's condition, the reason for your request, and the information our team may need to review.
Check Eligibility
Review the current return and refund policy, including applicable time limits, product conditions, and any exclusions.
Gather the Details
Keep your order number, product information, and a clear explanation of the issue available when requesting assistance.
Follow the Guidance
Wait for the applicable instructions before sending any merchandise back. Unapproved shipments may complicate processing.
A Thoughtful Return Experience
Cycling accessories come in many different forms. A helmet has different fit considerations from a bike-mounted bag, while electronic accessories and bicycle components may have their own installation or compatibility requirements.
Because products vary, the information needed to assess a return or exchange can vary as well. Keeping the original packaging, product accessories, and purchase documentation can make it easier to explain your request.
If something is incorrect, damaged, or unsuitable, providing clear information early helps our team understand the situation and explain the available options.
This page explains how to request assistance. It does not replace the applicable return and refund policy or any rights provided by law.
How to Request a Return
Following the right sequence helps avoid confusion and gives our team the information needed to review your request.
Review the Policy
Check the applicable return conditions and any stated time limits or product-specific exclusions before starting your request.
Identify the Product
Locate your order confirmation and identify the item you wish to return. Make a note of the reason for your request and any relevant product details.
Submit Your Request
Reach out to our support team with your order number, product name, and an explanation of the situation. Include photographs when reporting damage, defects, or an incorrect item.
Wait for Instructions
Our team can review your request and provide the appropriate next steps. Do not ship an item to our business address unless you have received the relevant return instructions.
Prepare the Package
If a return is authorized, package the product according to the instructions provided. Include any required accessories or documentation and use the designated return destination.
Complete the Review
Once the return has been received, where required, it can be reviewed under the applicable policy. Any approved refund or exchange will then be handled according to the relevant terms.
Conditions Worth Reviewing
Different situations may require different information. The following guidance can help you prepare your request, while the current policy determines the applicable conditions.
Unused and Uninstalled Items
When requesting a return because an item is no longer wanted or suitable, its condition may affect eligibility. Review the applicable requirements for use, installation, packaging, and included accessories.
Damaged or Defective Products
If an item arrives damaged or appears defective, report the concern promptly. Photographs of the product, packaging, and affected areas may help explain the issue.
Incorrect Items
If the product received differs from the item ordered, provide your order number and clear photographs showing the item and its identifying details.
Product-Specific Requirements
Certain products, including protective equipment, apparel, and personal-use accessories, may be subject to additional return conditions. Review the policy and product information before requesting a return.
Installed Bicycle Accessories
Installation, alteration, wear, or missing parts may affect the assessment of a return. Do not attempt to conceal damage or modify an item to make it appear unused.
Information to Keep
It can be helpful to retain:
- Order confirmation and reference number
- Product packaging and supplied accessories
- Relevant photographs and descriptions
- Any return authorization or shipping instructions
Understanding Exchanges
Sometimes the product you selected is not the right fit for your needs. You may need a different size, a compatible accessory, or another product variation.
Exchange availability depends on the applicable policy, the condition of the original item, and whether the requested replacement is available.
We recommend requesting assistance before sending anything back so the appropriate options can be explained.
Size and Fit
Compare measurements and manufacturer sizing guidance before requesting a different size.
Compatibility
Check the specifications of your bicycle or device when considering an alternative accessory.
Availability
Replacement options depend on current stock and the applicable exchange conditions.
How Refunds Are Handled
Refunds are subject to the applicable return and refund terms. Processing can involve several stages, including eligibility review and payment-provider handling.
Eligibility Assessment
A return request may require a review of the purchase details, product condition, and relevant policy requirements.
Refund Confirmation
If a refund is approved, the applicable refund amount and processing arrangements are determined under the relevant terms.
Payment Processing
The time required for funds to appear can vary depending on the original payment method, payment processor, and financial institution.
Prepare with Care
Proper preparation can help protect the item during transportation and make the return easier to identify and review.
If your return has been authorized, follow the specific instructions provided for your product. The guidance may differ depending on the item and the reason for the return.
Confirm the correct return destination before shipping.
Protect the item with suitable packaging materials.
Include required accessories and documentation.
Retain shipping and tracking records where applicable.
Follow any product-specific handling or safety instructions.
Common Return Questions
These answers explain common situations that may arise when requesting a return, exchange, or refund.
Can I return a product that does not fit?
Return eligibility depends on the product's condition and the applicable return policy. If an item does not fit, review the relevant conditions and request assistance before returning it.
Can I return a product after installing it?
Installation or use may affect return eligibility. The applicable policy and the circumstances of the request determine how the item is assessed. If the item appears defective, explain the issue when requesting assistance.
What if I receive the wrong item?
Report the issue promptly and provide your order number, the product ordered, and photographs of the item received. Our team can review the information and explain the next steps.
Do I need the original packaging?
Packaging requirements depend on the applicable return conditions. Keep the original packaging and supplied accessories when possible, and follow the instructions provided for an authorized return.
Who pays for return shipping?
Responsibility for return shipping costs depends on the reason for the return and the applicable policy or legal requirements. Confirm the relevant instructions and charges before shipping.
How long does a refund take?
Refund timing depends on the review process, the applicable terms, and the payment provider or financial institution. Once a refund is approved and processed, the time for funds to appear may vary.
Can I exchange an item for another model?
Exchange options depend on the applicable conditions and product availability. Request assistance with the original order details and the replacement you are interested in.
Where should I send a return package?
Use only the return address supplied in your return instructions. Our listed business address should not be assumed to be the correct return destination.
Need Help with a Return?
If you have a question about a return, exchange, damaged item, or refund request, our support team can help you understand the next steps. Have your order number and relevant product details ready.