Return & Exchange Policy
1. Eligibility Requirements
Returns/exchanges must be initiated within 30 days of delivery (aligned with U.S. consumer protection standards) and meet cycling gear-specific criteria:
Eligible Items
- Unused, Unopened Products: Helmets in original packaging (with tags/CE/CPSC certification intact), Protective Gear (unworn, no scratches), Bicycle Odometers (unopened, all accessories included: cables, manuals, batteries).
- Defective Items: Products with manufacturing flaws (e.g., Helmet strap breakage, Protective Gear padding tears, Bicycle Odometer screen failure) or shipping damage (e.g., dented Helmet shell, cracked Odometer case).
- Incorrect Items: Receiving a product that doesn’t match your order (e.g., wrong Helmet size, mountain bike Protective Gear instead of road bike, non-GPS Odometer when GPS was ordered).
- Ill-Fitting Helmets: Helmets that don’t fit (even if tried on) — we offer exchanges for the correct size, as proper fit is critical for safety.
Non-Eligible Items
- Used/Modified Items: Helmets with worn padding, Protective Gear with dirt/scratches, or Bicycle Odometers with user-applied settings (due to hygiene/safety risks for Helmets, and resaleability for electronics).
- Damaged by Misuse: Products damaged from improper use (e.g., Helmet dropped during a crash, Protective Gear exposed to harsh chemicals, Bicycle Odometer submerged in water if not waterproof).
- Custom-Made Items: Modified Helmets (e.g., custom padding, branded decals) cannot be returned unless defective—we confirm this before processing custom orders.
2. How to Initiate a Return/Exchange
- Submit a Request: Email genial-tarsi.2f@icloud.com with:
We approve/deny requests within 2 business days and provide a Return Authorization (RA) number if approved—do not return items without an RA number (unauthorized returns are rejected).
- Full name, order number, delivery address (including U.S. zip code if applicable).
- Product details (e.g., “Medium Road Bike Helmet – Black,” “Waterproof Bicycle Odometer – Blue,” “Knee Pads – Small”).
- Reason for return/exchange (e.g., “Helmet too tight,” “Odometer screen broken,” “wrong Protective Gear type”).
- Supporting Evidence:
- Damaged items: Clear photos/videos of the issue (e.g., Helmet strap tear, Odometer crack) and original packaging.
- Incorrect/ill-fitting items: Photos comparing the received product to your order confirmation (e.g., Helmet size label, Odometer feature list).
- Prepare the Item:
- Helmets: Repack in original box (include all padding/straps), avoid taping directly on the helmet shell.
- Protective Gear: Fold neatly, repack in original packaging (remove any personal labels).
- Bicycle Odometers: Place in original box with all accessories (cables, manuals)—wrap the box in bubble wrap to protect the screen.
- Arrange Return Shipping:
Return Address: 43 Warwick Road, Batley, WF17 6AP, England (for U.S. returns, we provide a domestic return hub address to reduce shipping costs—included in RA approval email).
Items must arrive within 14 days of RA approval (extended for U.S. orders) — delays may affect eligibility.
- Small Items (Protective Gear, Odometers):
- Defective/incorrect: We send a pre-paid USPS/DHL label—drop off at your nearest shipping location within 7 days.
-
Change of mind: You pay return shipping (
7.99 for Odometers)—use a tracked service and share the tracking number.
- Helmets:
- Defective/incorrect/ill-fitting: Free pre-paid shipping via DHL—we prioritize Helmet returns for safety.
- Change of mind: $6.99 return fee (deducted from your refund).
3. Refund & Exchange Timelines
- Refunds: Processed 3–5 business days after inspection. Refunds include:
- Faulty/incorrect/ill-fitting items: Full product price + original delivery fee (no deductions).
- Change of mind: Product price minus return shipping fees and a 10% restocking fee (to clean/test Helmets, reset Odometers).
Refunds go to your original payment method—banks may take 1–2 extra days to credit funds (U.S. banks may take 3–5 days due to international processing).
- Exchanges:
- Same-product replacement (e.g., new Odometer for defective one): Shipped within 5–7 business days—free delivery (including U.S. customs clearance).
- Size/type exchange (e.g., Helmet size M to L, road bike Protective Gear to mountain bike): Processed once the return is verified. Pay the price difference (if new item is more expensive) or receive a partial refund (if cheaper).