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Return Policy and Warranty

Final Sale

Items marked Final Sale are not returnable for any reason. If there is a problem with your order please send an email to support@cycolo.com

Our Policy

To provide our customers with the flexibility and confidence to shop online, our return policy is 30 days commencing upon receipt of the order. If opened, items must be defective or unused, and returned with original undamaged packaging to be eligible for a refund. All returns must be pre-approved via our emailing us at our return centre (support@cycolo.com) before being shipped back to our warehouse in North Vancouver, BC Canada.

If we made a mistake with your order, the return shipping is on us. Otherwise, you are responsible for return shipping. Refunds can take up to 7 days to process and are reflected on your method of payment. Refunds will only be issued once the product is received, inspected, and approved by our receiving team. The amount will be refunded to the original form of payment and, in some circumstances, we may charge a restocking fee. We will deduct our original shipping cost on returns unless it was our mistake in the item(s) that were shipped. The date on which you placed your order is used to determine the return time frame. We are not responsible for products that are returned without prior approval through our return centre.

Return Centre

All returns whether being shipped to our warehouse must be pre-approved in our return centre which can be done by emailing support@cycolo.com

Returns, not exchanges.

We do not offer exchanges. If you are looking for another size or colour, place a new order through our website, and then email us at support@cycolo.com to send back your original order.

Shipping your returns

All returns must be shipped back in appropriate and original condition. Please put your product in an appropriate and protective shipping box or envelope and affix the shipping label to this package. Please do not affix postage labels, place packing tape, or write addresses directly on the product packaging. Doing this may disqualify your items for a refund and you may be responsible for return shipping charges. We are not responsible for products that are returned incorrectly or damaged during transit.

To return in 4 simple steps:

  1. Apply for a return request emailing support@cycolo.com
  2. Once approved, follow the instructions sent to your email.
  3. Re-pack your return appropriately (see above).
  4. Ship the package back to the address provided.

Our shipping address is :

Cycolo

1493 Crown St

North Vancouver, BC Canada V7J1G4

If shipping from outside of Canada you must send it back USPS labeled as a return and a value of $1.

Discounted Product Returns

Discounted products are returnable within 15 days for a full refund to your original form of payment. Please submit the request by emailing us at support@cycolo.com for our returns department to evaluate. If you’re looking to swap size on clothing or similar item, see our “Returns, Not Exchanges” section above.

United States Shipping

All items are available for US shipping. Both Canadian and US customers do not pay duty or brokerage fees on orders under $1000. Customers outside of the US or Canada may have to pay applicable taxes and duties.

Bicycles and Frames

These items purchased through our website have a 14-day exchange policy. Many of these products come from their respective manufacturers with promotional software codes and warranty registrations tied to serial numbers. If these codes are activated or if products are registered, we can no longer return or exchange these items. Please consider this before committing.

In all situations, the product needs to be new and in the condition you received it. Bikes can be ridden lightly, or taken to your local fitter for assessment, but if there is any damage we may not be able to offer a refund. We want customers to have bikes that fit properly, so we may accept a return with a restocking fee. Bike and frame returns will be handled on a case-by-case basis, so please reach out to support@cycolo.com with any questions. Demo bicycles/frames, discounted bicycles/frames, and special-ordered bicycles/frames are final sale.

 

Clothing, Footwear, Helmets & Protective Equipment

These items are subject to our policies above, with special consideration for fit. A lot of our brands offer comfort guarantees. Cycolo and our brands are selective when it comes to utilizing these warranties as it means the product you return will be destroyed. If you need to order two sizes of a product to try them out, it’s totally okay to return what doesn’t fit. However, potential abuse of this policy will be monitored.

Electronics & Cycling Computers

Electronics include power meters, electronic drive trains, cycling computers including GPS enabled cycling computers. These products may come with promotional software codes and warranty registration tied to their serial numbers. If these codes are consumed or registered we are no longer able to refund the product.