Refund policy

Our Return Window

You have 15 days from the date your order is delivered to initiate a return. After 15 days, we are unable to accept returns or issue refunds.

Eligibility Requirements

To qualify for a return, the item must meet all of the following conditions:

• The bike is in unused, unridden condition
• All original packaging, accessories, hardware, and documentation are included
  
• No modifications, customizations, or alterations have been made

Items that show signs of use, riding, or assembly beyond basic inspection are not eligible for return.

How to Start a Return

Do not ship anything back without contacting us first. Reach out to our team at support@trustedbike.com or +1 (469) 809-6573 within your 15-day window and we will walk you through the return authorization process. Returned items sent without prior authorization will not be accepted and will be returned to the sender.

Return Procedure

1. Reach out - Email support@trustedbike.com with your order number, the SKU of the item you're requesting to return, and a brief reason why.
2. We authorize it - If your return is eligible, we'll issue an RMA (Return Merchandise Authorization). Please do not send items to us without authorization as they will be denied.
3. Package the items - Please package the items securely and ensure they are placed in their original packaging with any gear/accessories that were part of the item, as well as any documentation such as the manual.
   
4. Return shipping - For items small enough to be shipped via parcel, you are responsible for purchasing a shipping label via carriers such as UPS, USPS, or FedEx. For items large enough to be shipped via freight, we will book return shipping for you and confirm the shipping cost before deducting it from your refund. The return shipping address varies based on the brand and product, and it will be provided with your RMA.
5. We issue your refund - Once we receive the product and it passes standard inspection, we will issue your refund to the original payment method

Restocking Fee

A 20% restocking fee applies to all approved returns. The restocking fee is deducted from your refund.

Return Shipping

The customer is responsible for return shipping costs. Because most bikes ship via freight, return shipping costs can be significant. We recommend contacting us before initiating a return so we can provide an estimate and walk you through your options.

Refund Processing

Once a returned item has been received and inspected, refunds are issued within 10 business days to the original payment method. You will receive an email confirmation when your refund has been processed.

Cancellations 

Orders may be cancelled for free until they ship. Once an order ships, it is subject to standard Return and Refund policy terms.

Damaged or Defective Items

If your bike arrives damaged or defective, contact us within 48 hours of delivery at support@trustedbike.com with photos and your order number, and we will make it right. Damage claims submitted after 48 hours may not be eligible for resolution. We will work with you and the manufacturer to resolve the issue as quickly as possible.

Exchanges

We do not accept traditional exchanges. To exchange an item, it is first subject to our return and refund policy where you must contact us within 15 days of receipt, and the item must meet the return eligibility requirements. After that, we would process your return and refund minus the restocking fee and shipping cost, and you would be able to purchase a different product.

Warranty Claims

Warranty issues are handled directly through the manufacturer. As an authorized dealer, all bikes we sell carry their full manufacturer warranty. Contact us and we will help facilitate the warranty process.