Refund policy
RETURNS POLICY
Essential Cycles — 305 Mansfield Place, North Vancouver, BC V7J 1E4
THE SHORT VERSION
14-day returns on most items, unused and in original packaging. Bikes, wheelsets, custom builds, special orders, sale items, and gift cards are final sale. Shipping costs are the customer's responsibility unless the error is ours.
STANDARD RETURNS
Items purchased at Essential Cycles in-store or online may be returned within 14 days of purchase, subject to the conditions and exceptions below.
We will only accept items that are:
- In original, intact packaging
- Unused, unworn, and in resaleable condition with all tags attached
If a product shows any sign of use, we will not accept the return. All returned items are subject to inspection upon receipt.
To process a return you will need your original receipt, or a store account showing the original transaction. Without this, we can only offer store credit or an exchange where applicable.
To start a return, contact us at info@essentialcycles.com. Once approved, returns should be sent to:
Essential Cycles
305 Mansfield Place
North Vancouver, BC V7J 1E4
FINAL SALE — EXCEPTIONS
The following items cannot be returned or refunded under any circumstances:
- All bicycles — new, used, ex-rental, demo, pre-owned, and Vault clearance bikes are final sale. No returns or refunds on any bike purchase.
- Wheelsets and custom wheel builds
- Custom builds and custom-ordered items
- Special orders — if a special order is cancelled, or if the return results from a customer ordering error (wrong item, wrong size, wrong spec), a 20% restocking fee applies. You will be refunded 80% of the purchase value.
- Sale items and gift cards
ORDER CANCELLATIONS
Orders may be cancelled prior to shipment or pickup. For orders over $2,000, a 2.5% processing fee will be deducted from the refund to cover non-recoverable payment processing costs. This applies regardless of whether the order has shipped.
SHIPPING COSTS ON RETURNS
Return shipping is the customer's responsibility unless the return is due to an error on our part.
If a return brings your original order total below $150, a $20 shipping surcharge will be applied against your refund, as your original order qualified for free shipping on the basis of that total.
Free-shipping bikes: If your bike qualified for free shipping and is subsequently returned (in the event of an exception being granted), a $200 shipping recovery fee will be deducted from the refund to cover the original outbound shipping cost.
E-bikes: The $300 flat-rate shipping fee on e-bikes is non-refundable as it reflects actual carrier costs.
DAMAGES AND INCORRECT ITEMS
Please inspect your order upon receipt. If an item arrives defective, damaged, or incorrect, contact us immediately at info@essentialcycles.com so we can make it right. Do not attempt to use or install a damaged or incorrect item before contacting us, as this may affect our ability to process a claim.
EXCHANGES
The fastest way to get the right item is to return the original (if eligible) and place a new order once the return is approved. We don't hold items during the return process, so if stock is limited, act quickly.
REFUNDS
Once we receive and inspect your return, we'll notify you of the outcome within 2 business days. If approved, your refund will be processed to your original payment method within 10 business days. Bank and credit card processing times vary and are outside our control.
If more than 15 business days have passed since we approved your return, contact us at info@essentialcycles.com.