Returns
Honest about what you can return, what you can't, and how it works.
What's returnable
Unused parts in original packaging — within 30 days of delivery
Defective items — covered by manufacturer warranty, we handle the claim
Damaged-in-transit items — report within 48 hours, we file the carrier claim
Wrong items shipped — our mistake, we cover everything to make it right
What's not returnable
Bikes — bikes are non-returnable once they've left our shop. Defects and damage on arrival are covered by warranty and freight claims (see below).
Installed parts — once installed, parts can't be returned (warranty still applies for defects)
Special-order items — if it was ordered specifically for you (custom paint, ordered-in batteries), the order is final
For most returns, the process is straightforward: contact us first, ship the item back, we inspect, we refund.
Step 1 — Contact us before sending anything back
Email contact@senditcycleshop.com or call (925) 261-8996 with your order number and the reason for return. We'll send you return instructions and confirm whether the item qualifies for return. Don't ship anything back without contacting us first — packages without prior authorization can get lost or returned to sender.
Step 2 — Ship the item back
For most parts returns, the customer covers return shipping. We'll send you the return address and instructions for packaging. Use a trackable shipping method — packages without tracking that don't arrive aren't our problem to solve.
If the return is our fault (wrong item shipped, defective on arrival, damaged in transit), we cover return shipping with a prepaid label.
Step 3 — We inspect and refund
Once the item arrives back at our shop, we inspect it within 1-2 business days. If it's in returnable condition (unused, original packaging, no damage), we issue the refund to your original payment method. Refunds typically appear in 3-5 business days depending on your card issuer.
Order cancellations before shipping
If you need to cancel or change an order before it ships — wrong card, changed mind, ordering mistake — contact us as soon as possible. We can usually cancel without issue if the order hasn't shipped yet.
Heads up on cancellations: credit card processors charge us a 3% fee at the time of payment, and they don't refund that fee when we cancel an order. So when we process a cancellation refund, we deduct the 3% processing fee from the refund amount. On a $5,000 bike, that's $150; on a $50 part, it's $1.50. We'd rather not charge anything, but we can't absorb the processor's fee on top of a canceled sale.
If you used the wrong card and want to switch payment methods, the easiest thing is usually to keep the original payment as-is. Talk to us — there's often a way to handle it without a full cancellation.
Bikes are non-returnable
Once a bike leaves our shop — whether picked up, locally delivered, or shipped via freight — it can't be returned for refund. We don't sell used bikes, and returns aren't something we handle on the bike side.
Two situations are covered separately, not as returns:
- Bike arrived damaged — handled via freight claim. Inspect the crate before signing the delivery receipt and note any visible damage. If you discover damage after unpacking, take photos and contact us immediately. We file the claim with the carrier.
- Bike has a manufacturing defect — handled via manufacturer warranty. Each brand we carry (Sur-Ron, Talaria, Ventus, etc.) has its own warranty terms. We help you file the warranty claim with the manufacturer, but the manufacturer is the one repairing or replacing the bike.
This is why we put real effort into the buying process — confirming fitment, walking through the bike, talking through whether it's the right model. We'd rather lose a sale upfront than ship a customer a bike they regret.
Defective parts
If a part fails within the manufacturer's warranty period, we'll handle the warranty claim with the manufacturer on your behalf. Just contact us with your order number and a description of the issue. For most parts (EBG, EBMX, Sur-Ron OEM), warranty covers manufacturing defects but not damage from improper installation, crashes, or abuse.
For parts that fail outside the warranty period, we can sometimes get manufacturers to do partial credits — no guarantees, but it's worth asking.
Damaged-in-transit items
For freight bikes: inspect the crate before signing the delivery receipt. If there's visible damage, note it on the receipt before signing — that's how the freight carrier accepts liability. Once you sign without notation, the carrier considers the bike delivered in good condition and damage claims become much harder.
For parts shipped via UPS/USPS: take photos of the box and the damage immediately, then email us at contact@senditcycleshop.com within 48 hours. We'll either ship a replacement or refund, and we'll handle the carrier claim ourselves.
How long do I have to return a part?
30 days from delivery date for unused parts in original packaging. After 30 days, we typically can't accept returns — manufacturers don't take parts back from us after that window either, so we'd be stuck with inventory we can't restock.
What counts as "unused"?
The part is in the same condition we shipped it to you: original packaging intact, all hardware and accessories present, no signs of installation attempts, no scratches or damage. If you opened the box to look at it, that's fine — we just need it to be sellable as new.
Why is there a 3% fee on order cancellations?
When you pay with a credit card, our payment processor (Stripe) charges us roughly 3% of the order to process it. That fee is non-refundable — even if we cancel and refund the entire order, the processor keeps their 3%. Rather than absorbing that cost on every cancellation, we pass it through. If we charge $5,000 and refund $5,000, we're out $150 with nothing to show for it. The 3% fee covers exactly what we paid the processor — no markup, no restocking fee on top.
Can I exchange a part for a different one?
Easier than a return-and-rebuy in some cases. If you ordered the wrong part (wrong size, wrong fitment), contact us and we'll work out the exchange. If the new part costs more, we'll send you a Stripe invoice for the difference. If it costs less, we'll refund the difference. This avoids the 3% processing fee on the original order since we're not fully canceling.
What if my bike arrives damaged?
Inspect the crate before signing the delivery receipt. If you see any visible damage to the crate or the bike, note it on the receipt before signing — that's how the freight carrier accepts liability. Take photos. Then contact us immediately at contact@senditcycleshop.com or (925) 261-8996.
Damage noted on the delivery receipt is straightforward to claim with the freight carrier. Damage discovered after signing without notation is much harder to resolve — the carrier will argue the bike was fine when delivered. Always inspect first.
Damage during transit isn't a return — it's a freight claim. We handle the claim and either replace the bike or refund based on what the carrier and manufacturer determine.
Can I return a bike if I change my mind?
No. Bikes are non-returnable once they leave our shop, including for buyer's remorse, getting the wrong size for your needs, or any other "I changed my mind" reason. We don't sell used bikes, and we don't have a path to take a bike back, re-prep it, and resell it.
This is why we spend time before purchase confirming fit, riding style, and whether the bike actually matches what you're looking for. If you're not sure, ask before ordering — we'd genuinely rather steer you toward the right bike (even if it costs us this sale) than sell you one you regret.
Defects, damage during shipping, or wrong bike shipped (extremely rare on our end) are handled separately — see the questions about damaged bikes and warranty.
What if I receive the wrong item?
Our mistake — we cover everything. Contact us within 48 hours of delivery and we'll send a prepaid return label and ship the correct item. No fees, no return shipping cost to you. We'd also appreciate it if you let us know what was wrong so we can prevent the same mistake on future orders.
How long until I get my refund?
Once your return is received and inspected (1-2 business days from when it arrives at our shop), we process the refund to your original payment method. From there, refunds typically appear in your account in 3-5 business days, though some banks can take up to 10 business days.
Can I return something I bought as a gift?
Yes, with some flexibility. Contact us with the original order number (the gift giver will need to share it) and we'll work out the return. We can refund to a gift card or to the original payment method, whichever works best.
What if I missed the 30-day return window but my part is still unused?
Contact us anyway — we'll do what we can. Beyond 30 days we typically can't accept returns, but for unusual situations (injury, deployment, etc.) we'll try to work something out. No promises, but it's always worth asking.
What about warranty issues after the return window closes?
Warranty and returns are different things. A return is "I want my money back, here's the part." Warranty is "this part broke or stopped working, fix or replace it." Warranty claims have their own timeline (usually 1-2 years depending on the part and manufacturer) and apply even after the 30-day return window closes. Contact us about any defects regardless of how long ago you bought the part — we'll work the warranty claim with the manufacturer.
Returns and warranty questions are exactly the kind of thing we'd rather hear about sooner than later. Email contact@senditcycleshop.com or call (925) 261-8996.