Refund and Returns Policy

Last Updated: 10/10/2024

Thank you for choosing Atwood Cycle Shop! We are dedicated to ensuring your satisfaction with every purchase. If you’re not completely happy with your order, please read our comprehensive refund and return policy below.

1. Returns

1.1 Eligibility for Returns

You may return most new, unopened items within 30 days of delivery for a full refund. To qualify for a return:

  • Items must be in their original condition, unused, and in the original packaging.
  • All original tags and accessories must be included.
  • Proof of purchase (such as a receipt or order confirmation) is required.

1.2 Non-Returnable Items

The following items cannot be returned:

  • E-bikes that have been used, modified, or damaged by user error.
  • Accessories that have been opened or used (e.g., helmets, locks, batteries).
  • Customized or special order items that were made to your specifications.
  • Gift cards and promotional items.

1.3 Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at [Your Email Address] or [Your Phone Number] to request a return authorization.
  2. Package Your Item: Securely package the item in its original packaging, including all accessories, manuals, and any promotional items received.
  3. Include Documentation: Attach a copy of your receipt or proof of purchase and a note indicating the reason for the return.
  4. Ship the Item: Use a trackable shipping service to return the item to the address provided by our customer service team. You will be responsible for the return shipping costs.

2. Refunds

2.1 Processing Your Refund

Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved:

  • We will process your refund to your original payment method within 5-10 business days.
  • Please allow additional time for the refund to appear in your account, depending on your bank or payment provider.

2.2 Partial Refunds

We reserve the right to issue a partial refund for items that are:

  • Not in their original condition.
  • Damaged or missing parts not due to our error.
  • Returned outside the 30-day return window.

3. Exchanges

3.1 Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 7 days of delivery to arrange for an exchange. We will replace the item at no additional cost. You may be required to provide photos of the damage or defect.

3.2 Exchanges for Different Sizes or Models

If you wish to exchange an item for a different size or model:

  1. Initiate the return process for the original item as outlined above.
  2. Place a new order for the desired item. Shipping fees may apply.

4. Shipping Costs

4.1 Return Shipping

You will be responsible for paying your own return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

4.2 Original Shipping Fees

Original shipping fees incurred at the time of purchase are non-refundable, unless the return is a result of our error (e.g., wrong item shipped).

5. Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again.
  2. Contact your credit card company, as it may take some time before your refund is officially posted.
  3. If you’ve done all of this and still have not received your refund, please contact us at [Your Email Address].

6. Changes to Your Order

If you need to modify or cancel your order before it ships, please contact us immediately. We will do our best to accommodate your request. Once an order has been processed and shipped, the standard return policy will apply.

7. Special Circumstances

7.1 Holiday Returns

For purchases made during the holiday season (from [specific date] to [specific date]), we extend the return window to 30 days after the holiday season ends.

7.2 Warranty Claims

Some items may come with a manufacturer’s warranty. For warranty claims, please contact us or the manufacturer directly for assistance.

8. Contact Us

If you have any questions or concerns about our Refund and Return Policy, please reach out to our customer service team:

Atwood Cycle Shop
Email: contact@atwoodcycle.com
Phone: +1 (614) 385-0933