1. Introduction

Welcome to Bicycle.co.ke! We are committed to ensuring you are completely satisfied with your purchase. This Refund and Returns Policy outlines how you can return products and request refunds. If you have any questions or need further assistance, please contact us at bicycle.ke@gmail.com or call us at +254714563766.

2. Eligibility for Returns

  • Products Eligible for Return: We accept returns for unused and unopened bicycles, bicycle parts, and accessories within 30 days from the date of purchase.
  • Conditions for Returns: To be eligible for a return, the product must be in its original packaging and condition, including all manuals, accessories, and tags.

3. Non-Returnable Items

The following items are not eligible for return:

  • Used Products: Any bicycle, part, or accessory that has been used or assembled.
  • Custom Orders: Products that were specially ordered or customized.
  • Consumables: Items such as lubricants, tires, and tubes that are not in their original packaging.

4. How to Return a Product

To return a product, follow these steps:

  1. Contact Us: Email us at bicycle.ke@gmail.com or call us at +254714563766 to initiate the return process.
  2. Provide Information: Include your order number, product details, and reason for the return in your communication.
  3. Return Instructions: We will provide you with instructions on how to send the product back to us. Please ensure that you use a trackable shipping method to avoid loss.

5. Refund Process

  • Refund Timeline: Once we receive the returned product and verify its condition, we will process your refund within 7 business days.
  • Refund Method: Refunds will be issued to the original payment method used during purchase. If the original payment method is unavailable, we will provide a store credit.

6. Exchanges

  • Product Exchanges: If you wish to exchange a product, please return the original item following the return process and place a new order for the desired item.
  • Exchange Costs: Customers are responsible for any additional shipping costs associated with exchanges.

7. Shipping Costs

  • Return Shipping: If the return is due to an error on our part or a defective product, we will cover the return shipping costs. Otherwise, customers are responsible for the cost of return shipping.
  • Original Shipping Costs: Shipping costs incurred during the original purchase are non-refundable.

8. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at bicycle.ke@gmail.com or +254714563766. Provide your order number, product details, and photos of the damage or defect. We will arrange for a replacement or refund as appropriate.

9. Contact Information

For any questions or concerns regarding this policy, please contact us:

  • Email: bicycle.ke@gmail.com
  • Phone: +254714563766
  • Address: Kihunguro, Ruiru, Nairobi, Nairobi County – Kenya, 00100

10. Policy Updates

We may update this policy from time to time. Please check our website regularly for any changes. Your continued use of our services constitutes acceptance of any updates to this policy.