Refund policy
1. RETURNS NEW AND NEVER USED
The user and their satisfaction come first, which is why we offer one of the most extensive return policies in the bicycle industry.
We want you to be 100% satisfied with your purchase. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. If for some reason we cannot refund the purchase price to the original method of payment, we will issue your refund in the form of a voucher.
Items purchased from our website need to be shipped back to us directly. Return shipping is always complimentary.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and everything else that was included with your purchase, such as manuals, warranty, and other accessories, and in its original packaging. You’ll also need the receipt or proof of purchase/invoice.
To start a return, you can contact us at hello@crowbicycles.com If your return is accepted, we’ll send you a return shipping label, as well as instructions on “How” and “Where” to send your package (we are not responsible for any damage that occurs during shipment back to us and if you want to return a complete eBike, it will require disassembly and careful packaging to make sure nothing gets damaged in transit)
Items washed do not qualify as “new and unused”. If we determine the returned item does not qualify as“new and unused”, but is otherwise undamaged, we will automatically process it as a return of a used product
We recommend keeping the Re-Use Crow BBL packaging to return the product, as well as using it for any kind of trip. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@crowbicycles.com
2. RETURNS USED BUT UNDAMAGED
Used but undamaged bikes or bike frames can be returned within 30 days. We cannot accept the return of products that are damaged or have been involved in a crash.
Used, but undamaged, items purchased from our website must be returned within 30 days of delivery for a cash refund or in the form of a voucher, in an amount equivalent to the original purchase price. Crow cannot accept the return of a product that has been damaged beyond ordinary wear and tear or that has been involved in any crash or impact, as determined by Crow. The item must be returned with everything included with your original purchase, including manuals, warranty, and other accessories. In the case of an eBike, all original components must be returned.
3. WHICH ITEMS CAN BE RETURNED?
All the products purchased at www.crowbicycles.com, including bikes, equipment, and apparel. All returns are subject to review by our staff. We want to make sure you are completely satisfied with your purchase, but we do reserve our right to refuse a return if we determine at our discretion that the policy is being abused.
4. REFUNDS AND VOUCHERS
Once we receive your item back, we will do our best to process your return within three to seven business days. You’ll receive an email confirmation when that happens. From there, if your return is approved by Crow staff, it will take approximately another 72 hours for you to receive your refund or voucher, depending on your original form of payment. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Vouchers can be used only for future purchases on www.crowbicycles.com The amount of the refund or voucher is the original purchase price for the returned item, including applicable tax, but excluding handling and shipping.
5. EXCHANGES
Please contact us at hello@crowbicycles.com The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
6. DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
