To provide our customers with the flexibility and confidence to shop online, our return policy is 30 days. 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 return center before being shipped back to our warehouse or returned in person to our 233 West Broadway location in Vancouver.
If Bicicletta 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 or refund to store credit. The date on which you placed your order is used to determine the return time frame. Bicicletta is not responsible for products that are returned without prior approval through our return center.
Return Center
All returns whether being shipped to our warehouse, or returned curbside at 233 West Broadway must be pre-approved in our return center. Please start the return process here and follow all steps. Return requests must contain photos in order for them to be approved. For any additional questions about returns, please contact Rider Support.
Returns, not exchanges.
We do not offer exchanges. It’s easier to consider each transaction separately. If you are looking for another size or colour, place a new order through our website, and then visit our return centre to send back your original order.
Shipping your returns
All returns must be shipped back in appropriate and original condition. Please do not affix postage labels, packing tape, or write addresses directly on the product packaging. Doing so will disqualify your items for a refund and you may be responsible for return shipping charges. Please put your product in an appropriate and protective shipping box or envelope and affix the shipping label to this package. Bicicletta is not responsible for products that are returned incorrectly or damaged during transit.
To return in 4 simple steps:
- Apply for a return request through the Return Centre.
- Once approved, follow the instructions sent to your email.
- Re-pack your return appropriately (see above).
- Ship the package back to the address provided.
Discounted Product Returns
A product that is sold at a discount of 15% or less can be returned for a refund to the original method of payment. Clearance products sold above a 15% discount are returnable for in-store credit. Clearance products sold at a 30% discount or more are final sales. If you’re looking to swap sizes, see our “Returns, not exchanges” section above.
Bicycles, Trainer Bikes & Indoor Trainers
These items purchased through our website have a 15-day return policy. If you purchase through a Personal Bike Shopping or Personal Trainer Shopping appointment, the return policy is 30 days. 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 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 are any damages we may not be able to offer refunds. We want customers to have bikes that fit properly, so we may opt to return with a restocking fee. Bike and trainer returns will be handled on a case-by-case basis, so please reach out to Rider Support with any questions. We strongly recommend booking an appointment for Personal Bike Shopping or Indoor Trainer Shopping before you buy.
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. Bicicletta and our brands are selective when it comes to utilizing these warranties as it means the product you return will be destroyed. If you’re at all unsure of how an item fits, or if sizing is confusing, please reach out to Rider Support. We can help guide you through choosing a size and make alternative considerations to help make sure there are no regrets. 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. Ordering many pairs of shoes to try them all on is wasteful, so let’s not do that. Instead, chat with us beforehand to find the best fit.
Saddles
It’s hard to find the right saddle, especially online. We understand this entirely. You’re free to order 1-3 at a time to try them out. We ask that you place electrical or masking tape on the rails to keep them clean for the next customer in case you need to return. Saddles often come with comfort guarantees too, so feel free to inquire about whether the brand you’re looking at does or not. We’ll often try to avoid doing this as well because we don’t like to be wasteful, but if you use tape and don’t take it on an epic shred down a mountain, chances are they’ll be fully re-sellable and we can refund you for it.
Electronics & Cycling Computers
Electronics include power meters, electronic drive trains (SRAM AXS/Shimano Di2 etc.) - Cycling computers include non-GPS enabled and 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.
Gift Cards, Store Credit & Vouchers
We cannot refund gift cards, or redeem a gift card or store credit as another form of payment. Refunds for items purchased on a gift card or as store credit will be refunded back to the gift card or will be applied as in-store credit at the discretion of Bicicletta.
Gift cards purchased by you or someone else do not expire. Legacy gift cards and store credit from our previous point of sale system no longer work with our website. Please reach out to Rider Support in order to redeem these.
Online credit vouchers issued by Bicicletta, as part of a promotion or sale, have expiration dates. You can see this expiration date in the original email where you received the credit voucher. Promotional credit vouchers will be forfeited if the product that qualified you for the promotion is returned. In situations where the voucher is consumed partially or in full, the amount consumed will be deducted from the returned amount.
Spirit of our Return Policy
Bicicletta.cc is a small company. We are owned and operated by riders from Vancouver, Canada, but we also have coworkers in many other cities including Victoria, Squamish, Toronto, and Edmonton. The team is always growing. We want it to be easy for you to return products when needed because we sympathize with you and realize it’s hard to find the right fitting clothing or parts sometimes. We have a lot of hard to find brands and strong expertise to help you find something that suits your cycling needs, but sometimes things just don’t work out the way we’d hope. If there is ever a situation that doesn’t align with your expectations, please reach out to Rider Support and we’ll take a look at it. We’re reasonable, and if you are too, we’ll do our best to find a solution for you. We ask that you do your best to respect our policy and not take advantage of it. Our goal is to continue to offer you a high level of service and get you products that are often difficult to find throughout Canada.
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