RETURN & REFUND POLICY
At Spoke Easy SF, we stand behind the quality of our bicycles, components, gear, and shop merchandise. We want you to be completely satisfied with your purchase. If something isn't right, we're here to help.
1. ELIGIBILITY & RETURN TIMELINE
- Return Period: Standard stock items may be returned within 30 days from the original date of purchase or delivery.
- Condition Requirements: To be eligible for a return, items must be unused, uninstalled, unwashed, and in the exact condition you received them, with all original packaging, tags, manuals, and included accessories.
- Proof of Purchase: A valid receipt, order confirmation email, or order number is required for all returns and exchanges.
2. EXCEPTIONS & NON-RETURNABLE ITEMS
Due to the custom nature and safety considerations of cycling equipment, certain items cannot be returned or refunded:
- Custom Bicycle Builds & Custom Wheelsets: Complete custom bikes, custom frameset builds, and custom hand-built wheels are final sale once assembly or component modification has commenced.
- Special Orders: Items specially ordered from vendors that are not part of our regular inventory are non-returnable.
- Installed or Used Components & Parts: Any component, drivetrain part, tire, or accessory that has been mounted, installed on a bicycle, or ridden cannot be returned unless covered under a manufacturer warranty claim.
- Clearance & Final Sale Items: Discounted clearance, closeout, or sample merchandise are final sale.
- Gift Cards: Gift cards cannot be returned or redeemed for cash, except as required by law (in California, gift cards with a remaining balance under $10 are redeemable for cash upon request).
3. DAMAGED, DEFECTIVE & INCORRECT ITEMS
Please inspect your order immediately upon receipt or in-store pickup.
- Damaged in Transit: If your shipment arrives damaged, please notify us within 48 hours of delivery at spokeeasysf@gmail.com with your order number and clear photos of the damaged item and outer packaging.
- Defective Products: Products with manufacturing defects are covered under the respective manufacturer’s warranty policy. We will gladly assist you in submitting and processing warranty claims with the manufacturer.
- Incorrect Items: If we shipped the wrong item, contact us immediately, and we will provide a prepaid return label and send out the correct product at no additional charge to you.
4. EXCHANGES
The fastest way to exchange an item for a different size, color, or model is to return the original unused item for a store credit or refund, and place a new order online or visit our shop in person.
5. REFUNDS & PROCESSING TIME
- Inspection: Once your returned item is received and inspected by our team, we will send you an email to notify you of the approval or rejection of your refund based on item condition.
- Processing: Approved refunds will be processed back to your original method of payment within 5 to 7 business days. Please note that your bank or credit card issuer may take additional time to post the credit to your account.
- Original Shipping Costs: Shipping and freight fees paid on the original order are non-refundable unless the return is due to our error.
- Return Shipping Costs: Customers are responsible for paying the shipping costs for returning non-defective items. We recommend using a trackable shipping service or purchasing shipping insurance for higher-value returns, as we cannot guarantee receipt of returned items.
6. IN-STORE RETURNS & PICKUP ORDERS
Orders placed online for local pickup or shipped to local addresses can also be returned directly to our San Francisco shop location during regular business hours. Please bring your order confirmation email and valid photo ID.
